Tamekia Ramey
Summary
Dedicated Client Manager with a natural ability to lead and a strong commitment to supporting account executives and teams. Excel in performing administrative and client support duties to ensure smooth maintenance of client accounts. Extensive experience in driving team success through effective coaching and motivation, resulting in increased financial profitability, operational efficiency, and high levels of customer satisfaction. Adept at providing comprehensive product and services information and efficiently resolving client problems. Proven track record of meeting organizational objectives. Possess excellent interpersonal skills to excel in both supervisory and support staff roles.
Overview
19
19
years of professional experience
Work History
Client Manager
Zelis Healthcare
11.2019 - Current
- Supported SCM efforts by creating compelling presentations highlighting the unique value proposition offered to potential clients.
- Compiled ,analyzed and presented data to determine approaches to improve sales and performance.
- Oversaw projects from conception through delivery and follow-up.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Collaborated with finance department on invoicing accuracy for applicable products, services.
- Collaborated with cross-functional teams to identify opportunities for growth and expansion of services offered.
- Achieved and exceeded established KPI for company, and individual performance through teamwork and focus on customers.
- Developed and presented compelling presentation decks to gain approval for ideas and communicate results and show success and credibility of products.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Managed BOB made up of small TPA groups accessing Cigna network.
SR. Customer Care Specialist
Zelis Healthcare
11.2019 - Current
- Assisted in the development of training materials for new hires to ensure consistent quality across the team.
- Created, updated, and compiled Standard Operating Procedures.
- Cross-trained and provided backup support for organizational leadership.
- Championed high standards of professionalism within the team, fostering a culture of excellence and accountability.
- Mentored junior team members in the nuances of superior customer care, bolstering their skills and confidence levels and professional growth.
- Collaborated with leadership , senior management, and cross functional teams to enhance provider experience , exceed team goals and ensure seamless provider interactions across all touch points.
- Managed escalated provider issues with empathy and understanding while maintaining adherence to company and promoting brand loyalty.
Customer Care Specialist
Zelis Healthcare
11.2019 - Current
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Adhered to HIPAA policies while performing daily functions in a Call Center environment.
- Educated providers on EOB denial reasoning, repricing of claims, and other Zelis services.
- Managed difficult provider situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Initiated outbound calls to provide additional education, rectify balance billing issues and facilitated dispute process.
- Maintained detailed records of customer interactions,
Customer Care Advocate
CIGNA
08.2018 - 05.2019
- Educated members on product features, benefits, and usage, resulting in higher member satisfaction.
- Processed member inquiries related to claims, eob's, cob's, deductibles, policy information and disease management services via phone and/or email.
- Acted as a liaison between members and providers to ensure proper protocol regarding payment and coverage options, confirmed INN/OON coverage.
- Conducted thorough research to provide accurate information and resolve complex issues related to provider coverage and alternatives.
- Used effective time management strategies to handle fluctuating workloads without sacrificing quality or accuracy.
- Worked closely with other departments when necessary to address interrelated concerns affecting member experience.
Consumer Affairs Representative
STAFFORD COMMUNICATIONS
11.2017 - 08.2018
- Resolved customer complaints via phone, email, mail, or social media.
- Assisted with placement of orders, refunds, and exchanges.
- Maintained and monitored systems and confirmed appropriate investigation and resolution of consumer issues per company complaint handling procedures.
- Elevated brand image through timely responses to online reviews and social media comments from consumers.
- Proactively reached out to dissatisfied customers to address their concerns, fostering loyalty through attentive follow-up care.
Customer Service Representative
PREMIERE RESPONSE
07.2016 - 11.2017
- Answered inbound customer service inquiries regarding general product information and shipment status.
- Responded to email inquiries from customers promptly and delegated to proper departments via Salesforce application.
- Provided technical direction for products.
- Investigated and queried with the customer to determine best resolution for concerns
- Data Entry.
- Created case management profiles for follow-up and review for replacements or refunds.
Inside Sales Operations Representative/ Legal Admin
STAR- LEDGER - NJ ADVANCE MEDIA
04.2012 - 07.2016
- Corresponded with Municipalities, Law Firms, State Boards, and Private Individuals to schedule legal advertisement in the Star- Ledger ,Trenton Times and NJ.com.
- Provided administrative and campaign preparation support to Inside Sales Representatives.
- Maintained accurate records of operations activity, enabling data-driven decisionmaking via Salesforce.
- Adhered to stringent deadlines to comply with client and court mandated schedule requirements.
- Enhanced team productivity by providing ongoing training, guidance, and support.
- Organized securities sales and purchases on behalf of customers and companies.
- Prepared forms such as receipts, withdrawal orders or transfer confirmations based on transaction requests.
Customer Service Representative/Clerical Support
AT&T MOBILITY
10.2007 - 05.2011
- Handled high volume of incoming calls regarding international features and fraud prevention services.
- Fraud Prevention.
- Troubleshooted technical difficulties for customers traveling abroad with AT&T devices.
- Monitored accounts to ensure proper plan usage.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Communicated via email summarized overviews of contractual acceptance.
- Increased efficiency of case resolution times through prioritizing high-risk cases and effectively allocating resources.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Dish Network
05.2006 - 06.2007
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
- Retained customers considering cancellation ,offering alternative solutions.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Education
Associate of Applied Science - Business Administration And Management
Essex County College
Newark, NJ01-2006
High School -
East Orange Campus High School
East Orange, NJ01.2004
Skills
- Client Relationship Management
- Effective Team Leadership
- Business Strategy Formulation
- Experienced with CRM Software
Timeline
Client Manager
Zelis Healthcare
11.2019 - Current
SR. Customer Care Specialist
Zelis Healthcare
11.2019 - Current
Customer Care Specialist
Zelis Healthcare
11.2019 - Current
Customer Care Advocate
CIGNA
08.2018 - 05.2019
Consumer Affairs Representative
STAFFORD COMMUNICATIONS
11.2017 - 08.2018
Customer Service Representative
PREMIERE RESPONSE
07.2016 - 11.2017
Inside Sales Operations Representative/ Legal Admin
STAR- LEDGER - NJ ADVANCE MEDIA
04.2012 - 07.2016
Customer Service Representative/Clerical Support
AT&T MOBILITY
10.2007 - 05.2011
Customer Service Representative
Dish Network
05.2006 - 06.2007
Associate of Applied Science - Business Administration And Management
Essex County College
High School -
East Orange Campus High School
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