Talia Woods
Hampton,GA
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Analytical problem-solver with excellent communication skills. Effective at interviewing claimants, compiling records and documenting findings. Well-versed in insurance policies, practices and standards. Qualified Claims Representative versed in investigating claims, verifying information and managing settlements. Friendly and upbeat team player with organized and disciplined approach. Highly trained professional with a background in verifying insurance benefits and creating appropriate patient documentation. An established Insurance Verification Specialist known for handling various office tasks with undeniable ease.
Overview
6
6
years of professional experience
Work History
Technical Support Representative
Dish Network
10.2022 - Current
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Customer service ,tech support with cable, and phone issues , take payment.
- Resolved complex technical issues for clients through effective troubleshooting and problem-solving techniques.
- Enhanced customer satisfaction by providing timely and accurate technical support for dish network products.
- Enhanced customer satisfaction by providing timely and effective technical support for inbound inquiries.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Used ticketing systems to manage and process support actions and requests.
Claims Representative
UntiedHealth Group
06.2020 - 09.2022
- Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
- Reduced turnaround time for claim settlements by prioritizing tasks and managing deadlines effectively.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
- Updated claims system to track claim status and provide relevant information to other department.
- Followed up with customers on unresolved issues.
- Improved patient satisfaction by efficiently processing medical claims and addressing inquiries.
- Handled complex claim issues, effectively communicating with patients, providers, and insurance companies to ensure resolution.
- Provided excellent customer service to both patients and healthcare providers during the entire claims process.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Verified patient insurance coverage and benefits for medical claims.
- Used administrative guidelines as resource or to answer questions when processing medical claims.
- Followed up on denied claims to verify timely patient payment and resolution.
Customer Service Representative
UnitedHealth Group
01.2018 - 04.2020
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Reviewed member's accounts and results regularly to determine strategies for member.
- Worked as a fulltime customer service rep in a fast-paced call center
- Achieved and outperformed all department goals
- Promoted the brand
- Communicated with existing members via phone, email and chat
- Providing solutions to the member needs
- Performing data entry on tracking systems for recording calls notes and question and suggestions
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
GED -
Atlanta Technical College
Atlanta, GA05.2015
Skills
- Computer skills, Microsoft office, Communication skills, Customer service, work from home remote, Data Analysis Skills, Microsoft
- Excel, Microsoft word, Leadership, Computer literacy, Sales
- Credit Card Payment Processing
- Customer Service
- Multi-Line Phone Talent
- Performance Testing
- Network diagnostics
- User Support
- Hardware diagnostics
- Systems Analysis
- Service support
- Appointment Scheduling
- Account updating
- Technical Support
- Refund Processing
- Documentation
- Billing Software
- Billing Resolutions
- Investigation of Claims
- Information Updates
- Overdue Balance Detection
- Updating Customer Accounts
- Negotiation and Resolution
- Claims Investigation
- Conflict Resolution
- Policy Knowledge
- Decision-Making
- Documentation Review
- Complaint resolution
- Product Knowledge
- Data Entry
- Scheduling
- Complaint Handling
- Problem-solving abilities
Timeline
Technical Support Representative
Dish Network
10.2022 - Current
Claims Representative
UntiedHealth Group
06.2020 - 09.2022
Customer Service Representative
UnitedHealth Group
01.2018 - 04.2020
GED -
Atlanta Technical College
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