Tamisha Matthews
Las Vegas
Summary
Dynamic Customer Service Representative with proven expertise at Anthem Blue Cross and Blue Shield, excelling in claims investigation and issue resolution. Skilled in fostering strong customer relationships, enhancing retention, and effectively managing disputes. Recognized for leveraging data analysis to drive solutions and improve customer satisfaction ratings significantly.
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
9
9
years of professional experience
Work History
CSR
Anthem blue cross and blue sheild
Las Vegas
05.2018 - 03.2025
- Demonstrated excellent verbal communication skills when interacting with customers.
- Researched required information using available resources.
- Developed strong customer relationships to encourage repeat business.
- Investigated and evaluated property and casualty insurance claims to determine coverage and liability.
- Communicated effectively with policyholders, providing updates and explaining claim processes.
- Analyzed facts of loss including photographs, diagrams and other evidence to identify potential sources of recovery.
- Checked into questionable claims, interviewing agents and claimants to resolve errors and omissions.
- Leveraged industry trends to shape solutions and approaches.
- Facilitated dispute resolution between customers and insurance providers when necessary.
- Collaborated with health care providers, members, and other stakeholders to resolve issues in a timely manner.
- Assessed appeals and grievances to determine eligibility for reconsideration or review.
- Monitored incoming correspondence from members, providers, employers, state agencies. to ensure timely response to inquiries.
Customer Service Representative
Sitel Contact Center
Las Vegas
09.2016 - 05.2018
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Updated system with order specifics and customer details, preferences, and billing information.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Customer Service Representative
C3 Customer Contact Channels
Las Vegas
11.2015 - 05.2016
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Strengthened customer retention by offering discount options.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Investigated questionable claims to determine payment authorization.
- Investigated properties, classified damages and created estimates outlining repair costs.
Education
High School Diploma -
Teltech
Palmdale, CA05-2003
Skills
- Verbal communication
- Customer relationship management
- Claims investigation
- Issue resolution
- Record keeping
- Billing procedures
- Data analysis
- Customer retention
- Dispute resolution
- Policy interpretation
- Problem solving
- Complaint handling
- Verbal and written communication
Timeline
CSR
Anthem blue cross and blue sheild
05.2018 - 03.2025
Customer Service Representative
Sitel Contact Center
09.2016 - 05.2018
Customer Service Representative
C3 Customer Contact Channels
11.2015 - 05.2016
High School Diploma -
Teltech