Sherley Senat
Orlando,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Earnest individual with experience in human services field providing support and guidance to individuals in need. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others access needed services.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Program Specialists
AssistRX
05.2023 - Current
- Interview Patient’s to assess their situational needs
- Receive incoming/outgoing phone calls and contact form submissions and provided timely responses to inquiries.
- Determine which services and assistance are necessary
- Servicing as a liaison between the Patient’s and Healthcare Providers, Pharmacy’s and Healthcare Providers
- Planning regular follow-ups to assess progress and additional needs
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
Customer Experience Rep
Enterprise Holdings
06.2021 - 07.2023
- Facilitate the rental process through verification and documentation that is necessary to avoid theft
- Effectively managed vehicle inventory for timely availability, ensuring a smooth rental process for customers.
- Manage employee training for over 15 new hires, over a period of 12 months offering continuous guidance and mentorship on best practices while providing constructive feedback
- Strengthened customer retention by offering discount options
- Established a positive work environment that encouraged collaboration and teamwork among staff members for optimal results.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support
- Assisted customers with price checks and addressing other inquiries
- Collected deposits or payments and arranged for billing
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted upselling opportunities when appropriate, contributing to increased revenue generation through add-on sales or upgrades of existing products services.
- Conducted thorough inspections of vehicles before and after rentals, minimizing damage claims and maintaining fleet quality.
Insurance Verification Specialist
Insight Global
10.2020 - 05.2021
- Contacted patients to confirm demographic information and communicate financial responsibilities
- Assist front end staff as well as call center staff in understanding verification of eligibility
- Navigated through multiple online systems to obtain documentation
- Communicated with patients with compassion while keeping medical information private
- Accessed third-party insurance databases to identify coverage of benefits
- Adhered to HIPAA requirements to safeguard patient confidentiality
- Answered telephones and directed calls to appropriate medical or administrative staff
- Updated patient and insurance data and input changes into company computer system.
Customer Service Executive
TTEC
04.2019 - 07.2020
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues
- Navigated through Outlook, SalesForce and website registration
- Corresponded with General Physicians and specialist on client diagnosis
- Reviewed and recorded insurance verification for processing system
- Recording and Executing 50-60 calls daily
- Participated professionally with the Billing department, medical records, and hospital operations department
- Updated account information after customer calls and noted client concerns and issues
- Implemented identification for new patient appointments
- Consulted with customers regarding needs and addressed concerns.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
Member Service Representative
Centene
11.2016 - 03.2019
- Enrolled and provided assistance to members and external departments regarding website registration and navigation
- Processed credit card payments every day for cost of premium
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries
- Documented all activities for quality and metrics reporting through CRM/Omni application
- Maintained and performed all quality standards based on established call center metrics including turnaround times
- Worked closely with all Management Levels and external partners to settle complex escalated issues
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Customer Care Representative
Lost Returns
06.2015 - 10.2016
- Analyzed, constructed & evaluated documents as required by internal management
- Handled all confidential, financial and personal information
- Implemented identification numbers into spreadsheets
- Assisted customers with receiving their personal items
- Maintained high satisfaction score by consistently resolving first-call issues
- Promoted product offerings to drive growth and exceed benchmarks
- Delivered customer support to high call load each shift
- Supported customers to maintain positive relationships throughout and following sales processes
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
Member Service Representative
Prime Therapeutics Specialty
11.2012 - 05.2015
- Received incoming calls from customers in accordance with department standards and other verbal and written training memorandums
- Investigated and resolved phone inquires in a timely manner
- Forwarded escalated calls as needed to designated representatives and supervisors
- Cultivated customer trust by providing patient and health care providers accurate information regarding enrollments, order status, and benefits
- Performed various administrative tasks and data entry to maintain records and policies
- Utilized job-related software to prepare change of address records and issue service discontinuance orders
- Conferred with customers by telephone to provide information about products or services and take orders
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Some College (No Degree) - Nursing
Seminole State College
Altamonte Springs, FLGraduate -
Boyd H Anderson High School
Lauderdale Lakes, FL05.2000
Skills
- Time Management and Organizational Skills
- Accuracy and Attention to Detail
- Administrative and Office Support
- Microsoft Office
- Inbound and Outbound Calling
- Call Volume and Quality Metrics
- Salesforce CRM
- Data Entry and Maintenance
- Eligibility Determination
- Case File Management
- Independent worker
Certification
- Licensed 2-40 Health - 2022
- Certified Notary Public - 2020
Timeline
Program Specialists
AssistRX
05.2023 - Current
Customer Experience Rep
Enterprise Holdings
06.2021 - 07.2023
Insurance Verification Specialist
Insight Global
10.2020 - 05.2021
Customer Service Executive
TTEC
04.2019 - 07.2020
Member Service Representative
Centene
11.2016 - 03.2019
Customer Care Representative
Lost Returns
06.2015 - 10.2016
Member Service Representative
Prime Therapeutics Specialty
11.2012 - 05.2015
Some College (No Degree) - Nursing
Seminole State College
Graduate -
Boyd H Anderson High School
Similar Profiles
Aliyah BuchananAliyah Buchanan
Patient Access Specialist/ SPOC at AssistRxPatient Access Specialist/ SPOC at AssistRx
Elisa NievesElisa Nieves
Pharmacy Technician at AssistRxPharmacy Technician at AssistRx
Maisy McIntoshMaisy McIntosh
Patient Access Specialist at AssistRxPatient Access Specialist at AssistRx
Jaylin HallJaylin Hall
Patient Access Specialist at AssistRxPatient Access Specialist at AssistRx
Jose A GonzalezJose A Gonzalez
Program Manager at Avanos OrthopedicsProgram Manager at Avanos Orthopedics