Suzanne Stevens
Las Vegas,NV
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking, and research abilities. Background in Management Support roles with high-volume customer demands.
Overview
15
15
years of professional experience
Work History
Customer Care Support
First Service Residential
Las Vegas, NV
08.2023 - Current
- Handled escalated calls professionally while working towards resolving the issue at hand.
- Updated internal databases with information gathered from customers during calls, chats, emails.
- Collaborated with other departments to ensure prompt resolution of customer issues.
- Reviewed customer accounts regularly for accuracy, completeness, and timeliness of information.
- Provided technical support for customers who experienced difficulty using the company's website or mobile applications.
- Served as a liaison between customers and other departments within the organization to resolve issues quickly and efficiently.
Customer Care Representative
Elevance Health
Las Vegas, NV
12.2021 - 12.2022
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Educated customers where applicable to alleviate need for future contact.
- Offered patients information and assistance navigating insurance coverage.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.
- Evaluated pending claims to identify and resolve problems blocking auto-adjudication.
- Assisted claimants, providers and clients with problems or questions regarding claims.
Assistant Manager, Delivery Expert
Domino's Pizza
Henderson , NV
11.2012 - 05.2022
- Established good customer relations and excellent service to build and retain loyal customers.
- Provided fast, friendly and knowledgeable service to guests, proactively promoting specials and enhancing sales of key menu items.
- Oversaw restaurant maintenance and cleanliness, assigning tasks to individual team members in alignment with operational and customer needs.
- Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
- Maximized team performance by training new employees on proper food handling and restaurant protocols.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Grouped and routed deliveries according to designated areas to maintain efficient delivery times.
- Performed scheduled inventory counts and supply audits.
- Coordinated inventory, stocking and ordering.
Pharmacy Technician, Call Center
Catalyst RX
Las Vegas, NV
10.2011 - 12.2012
- Consulted with customers to resolve service and billing issues.
- Communicated effectively with doctors and insurance agencies to resolve prescription cost discrepancies.
- Processed medical insurance claims to calculate copayments.
- Followed all Medicare, Medicaid, HIPAA and private insurance regulations and requirements.
- Applied knowledge of Medicare, Medicaid and third-party payer requirements utilizing on-line eligibility systems to verify patient coverage and policy limitations.
- Performed detailed medical reviews of prior authorization request, following established criteria and protocols.
- Scheduled peer to peer reviews for physicians to discuss medical necessity with insurance providers.
- Clarified patient inquiries and questions to update patient account information in computer system.
- Provided accurate information to all parties, including patients, insurance providers, healthcare staff and office personnel by using effective written and verbal communication skills.
Office Administrator
Mahana Spa
Las Vegas, NV
06.2009 - 09.2012
- Coordinated and managed daily administrative operations of the office.
- Performed clerical duties such as photocopying, faxing and scanning documents.
- Answered incoming calls in a professional manner, directed callers to appropriate personnel or department, or took messages as needed.
- Organized and maintained filing systems, including electronic databases and records.
- Replenished office supplies, placing new orders for restocking to maintain inventory.
- Created memos, letters and other documents, fostering internal and external communication.
- Reviewed employee time sheets for accuracy prior to submission for payroll processing.
- Supported Human Resources activities by maintaining personnel files in accordance with legal requirements.
- Used specialized accounting software to debit, credit and total accounts on computer spreadsheets and databases.
Education
High School Diploma -
Simi Valley High School
Simi Valley, CA06.1991
Some College (No Degree) - Anatomy And Physiology
Utah College of Massage Therapy Inc
Salt Lake City, UTSome College (No Degree) - General Studies
CCSN
Las Vegas, NVSkills
- Data evaluation
- Senior leadership support
- Data entry
- Training and development
- Customer relations
- Inbound and Outbound Calling
- Microsoft Office
- Data processing
- Bookkeeping
- Office Administration
- Account Reconciliation
- Accounting Skills
Timeline
Customer Care Support
First Service Residential
08.2023 - Current
Customer Care Representative
Elevance Health
12.2021 - 12.2022
Assistant Manager, Delivery Expert
Domino's Pizza
11.2012 - 05.2022
Pharmacy Technician, Call Center
Catalyst RX
10.2011 - 12.2012
Office Administrator
Mahana Spa
06.2009 - 09.2012
High School Diploma -
Simi Valley High School
Some College (No Degree) - Anatomy And Physiology
Utah College of Massage Therapy Inc
Some College (No Degree) - General Studies
CCSN