Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sherika Ryans

Summary

Experienced customer support and training development specialist with a proven track record of improving customer satisfaction and driving sales through superior communication and problem-solving skills. Proficient in designing training programs and leading onboarding initiatives to ensure exceptional service and operational efficiency. Seeking a dynamic, customer-focused role to leverage expertise in a high-energy environment.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Verizon
06.2022 - 12.2024
  • Remote work from home assisting Verizon customers with any of the issues.
  • Resolved device issues using troubleshooting techniques and providing clear and concise information.
  • Helped drive sales by offering products and services that will improve the customer's wireless experience.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Front Desk Agent

Bama Inn
08.2021 - 05.2022
  • Perform all check-in and check-out tasks
  • Manage online and phone reservations
  • Inform customers about payment methods and verify their credit card data
  • Welcome guests upon their arrival and assign rooms
  • Provide information about our hotel, available rooms, rates, and amenities
  • Respond to clients' complaints in a timely and professional manner
  • Liaise with our housekeeping staff to ensure all rooms are clean, tidy, and fully furnished to accommodate guests' needs
  • Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
  • Maintain updated records of bookings and payments
  • Respond to guest requests, complaints, and emergencies
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.

On the Job Trainer for Blue Cross Blue Shield of New Jersey

Alorica
02.2016 - 03.2020
  • Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
  • Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
  • Provided comprehensive customer service to drive client satisfaction.
  • Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
  • Assisted clients in resolving claims-related issues promptly, alleviating stress during difficult times.
  • Compiled and maintained client records to monitor health insurance policies and premiums paid.
  • Enhanced team collaboration through consistent communication and sharing of best practices among colleagues.
  • Assisted clients with filing and tracking health insurance claims to facilitate swift settlements.
  • Educated clients about health insurance coverage options, benefits and costs.
  • Streamlined claim processing procedures, significantly reducing wait times for clients.
  • Managed a large client base efficiently by utilizing CRM software and maintaining organized records.
  • Excellent communication skills, both verbal and written.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Served as a subject matter expert within the department, providing guidance and support to colleagues regarding complex coding scenarios or challenging billing situations.
  • Enhanced team productivity by providing training and mentorship to junior staff members on coding best practices and billing procedures.
  • Implemented ICD-10 codes efficiently upon release, minimizing disruptions in claims processing while maintaining accuracy levels.
  • Reduced claim denials with thorough verification of insurance coverage and patient eligibility before submitting claims.
  • Conducted audits of coding practices within the department, identifying areas for improvement and implementing corrective action plans.
  • Safeguarded patient confidentiality by adhering to strict HIPAA guidelines when handling sensitive information during the billing process.
  • Educated clients on insurance policies and procedures.
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
  • Established strong rapport with clients through empathetic listening skills, comprehensive issue resolution abilities, resulting in increased client trust.
  • Developed comprehensive understanding of medical terminology, coding systems, and billing procedures for accurate claim processing.
  • Ensured accuracy of claim payments by conducting thorough audits and identifying areas for improvement.
  • Provided training to new employees on company guidelines, system navigation, and effective strategies for successful claims adjudication.
  • Assisted in the development and implementation of new policies and procedures to improve overall claims adjudication processes.
  • Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
  • Verified patient insurance coverage and benefits for medical claims.
  • Monitored and updated claims status in claims processing system.
  • Paid or denied medical claims based upon established claims processing criteria.
  • Managed large volume of medical claims on daily basis.
  • Evaluated medical claims for accuracy and completeness and researched missing data.
  • Reviewed provider coding information to report services and verify correctness.
  • Assessed medical claims for compliance with regulations and corrected discrepancies.
  • Generated reports on medical claims processing activities and results.

Customer Service Representative

Sykes Enterprises, Incorporated
08.2018 - 02.2019
  • Handled inbound calls and facilitated Outbound calls from/to Patients inquiring about their Home Delivery benefit.
  • Explained the advantages of Home Delivery prescription services.
  • Identify patient needs and present savings and convenience of receiving medications via Home Delivery.
  • Accurately complete and document patient interactions and transactions in company databases.
  • Updated conversion requests and provide shipment status to members.
  • Ensured accurate and complete documentation is entered into the appropriate systems for all contacts to maintain the quality of the home delivery process, document HIPAA compliance and reduce potential legal concerns.
  • Navigated multiple on-line systems to capture and interpret basic patient/physician information and document the information in company data systems. Resolved questions and/or issues that may be preventing shipment of an order.
  • Uphold quality and productivity standards on all transactions. Worked collaboratively other employees to ensure that best practices are shared.

Customer Service Associate

Hire Dynamics
03.2015 - 01.2016
  • Answered calls and assisting customers with issues pertaining to financial accounts, including billing and payments with excellent phone etiquette, professionalism and also positive attitude.
  • Processed payments and set up payment arrangements.
  • Properly document every account, typing a minimum of 65 words per minute.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
  • Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.

Education

Bachelors - Human Resource Management

University of Phoenix
05.2024

Associate's degree - Business Management

University of Phoenix-Online Campus
07.2021

High School -

J. O. Johnson High School
Huntsville, AL
05.2007

Skills

  • Call Center
  • Training & development
  • Microsoft Office
  • Leadership
  • Live Chat
  • Curriculum Development
  • Customer service
  • Databases
  • Phone etiquette
  • Customer Care
  • Customer Support
  • Management
  • CSR
  • Database Design
  • Communication skills
  • Recruiting
  • Organizational skills
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Payment processing
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Call management
  • Appointment scheduling

Timeline

Customer Service Representative

Verizon
06.2022 - 12.2024

Front Desk Agent

Bama Inn
08.2021 - 05.2022

Customer Service Representative

Sykes Enterprises, Incorporated
08.2018 - 02.2019

On the Job Trainer for Blue Cross Blue Shield of New Jersey

Alorica
02.2016 - 03.2020

Customer Service Associate

Hire Dynamics
03.2015 - 01.2016

Associate's degree - Business Management

University of Phoenix-Online Campus

High School -

J. O. Johnson High School

Bachelors - Human Resource Management

University of Phoenix

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Sherika Ryans