Tasha L. Hough
Katy
Summary
Results-oriented and customer-focused Customer Service Professional with a strong track record of providing exceptional customer support in fast-paced environments. Skilled in responding to customer inquiries via live chat, email, and web-based platforms. Adept at problem-solving and managing multiple tasks efficiently. Proven ability to exceed customer expectations and maintain a high level of professionalism at all times. Committed to providing the highest level of customer satisfaction and continuously improving skills to stay current in the industry.
*******Military Spouse Preference*******
Overview
8
8
years of professional experience
Work History
Customer Service Wellness Representative
Flawless Hair and Beauty Bar
Katy, TX
09.2025 - 01.2026
- Marketed and sold a diverse range of hair care products within the beauty supply industry.
- Managed and updated the company's social media platforms to engage with customers and promote products.
- Delivered exceptional customer service while implementing effective sales and marketing strategies.
- Maintained and updated the company website to ensure accurate representation of products and services.
- Responded to customer inquiries and efficiently resolved service-related issues.
- Coordinated product deliveries to partner suppliers, ensuring timely and accurate fulfillment for customers.
Community Liason
AccentCare Home Health "Hybrid"
Katy, TX
05.2024 - 09.2025
- Educated patients about Home Health benefits and other health & wellness resources.
- Conducted 80-90 Outbound calls daily to patients, to help monitor and track their progress.
- Provided excellent customer service and assisted the marketing team.
- Used Apps, such as HCHB, Genesys, & Fucura to research signed orders by the physicians.
- Entered data into the CRM daily to maintain accurate records.
- Engaged in collaborating with the Outreach Department to introduce new wellness resources to patients.
- Escalated complex cases appropriately, ensuring resolution while maintain HIPAA compliance documentation practices.
Business Office & Customer Service Manager
Optimal Home Health and Staffing
Murrieta, CA
04.2018 - 05.2024
- Conduct high-volume outbound calls to patients and health plan members to provide benefit education, wellness outreach, and medication adherence support.
- Verify insurance eligibility, explain pharmacy benefits, and assist members with claims status, prior authorization requirements, and coverage questions.
- Navigate multiple healthcare systems (CRM, EMR/EHR, claims platforms such as SalesForce, Zendesk, RxClaims, Navinet, Genesys Softphone) to accurately document patient interactions, update records, and track case progress.
- Support medication coordination by communicating with pharmacies, providers, and health plans to resolve benefit issues and ensure timely access to prescribed medication.
- Maintain strict HIPAA compliance while handling PHI and documenting sensitive patient information.
- Deliver compassionate, patient-centered communication to build rapport, de-escalate concerns, and improve overall member satisfaction and retention.
- Collaborate with nurses, pharmacists, and utilization management teams to support chronic care outreach and preventive care initiatives.
- Consistently meet or exceed KPIs for call quality, outbound call volume, first-call resolution, and accuracy of documentation.
- Assist members with navigating Medicare, Medicaid, and commercial plan benefits, ensuring clear understanding of coverage, copays, prior authorizations, and appeal processes.
Customer Service Representative
CVS/AETNA Medicare
01.2022 - 02.2022
- Successfully educated Medicare customers about their benefits through outbound calls.
- Provided personalized customer service by answering questions and resolving issues for members.
- Maintained a high level of customer satisfaction by delivering empathetic and member-centric support.
- Escalate complex cases to the appropriate department for resolution, ensuring customer satisfaction.
- Utilized compliance standards to provide a secure and consistent customer service experience for members.
- Identify process improvements and give feedback to improve customer experience.
- Resolve customer issues, answering questions and addressing concerns in a timely and effective manner.
- Manage high call volume accurately and efficiently, ensuring customer inquiries are handled promptly.
- Consistently met and exceeded performance targets for call quality, customer satisfaction, and efficiency.
- Demonstrated excellent communication and interpersonal skills to build strong relationships with customers.
- Continuously updated knowledge of company policies and procedures to provide accurate information to customers.
Customer Service Representative
UnitedHealthcare
Costa Mesa, CA
09.2021 - 01.2022
- Provided exceptional customer support through inbound/outbound calls and resolving complex customer issues.
- Handled up to 50-70 daily calls, assisting customers with benefits, prescription refills, and pharmacy-related questions.
- Utilized medical knowledge and technology, including Windows and company systems (GENESYS/Iris/Microsoft Office), to accurately address customer inquiries.
- Demonstrated critical thinking and problem-solving skills to resolve customer concerns efficiently.
- Maintained confidentiality of customer information and adhered to HIPAA regulations at all times.
- Managed high call volume with accuracy and efficiency, ensuring customer inquiries were handled promptly.
- Contributed to a positive and supportive team environment, sharing knowledge and assisting colleagues.
- Demonstrated resilience in handling high-pressure situations while maintaining a professional demeanor and providing effective solutions to customer inquiries.
Education
Associates of Arts - Business, Human Resources
Houston Community College
Katy, TX05.2026
Certificate - Medical Administrative Assistant - Medical Billing & Coding
Mt. San Jacinto College
01.2021
Skills
- Customer Service
- Technical Proficiency
- Time Management
- Problem-Solving
- Communication Skills
- Multitasking
- Conflict Resolution
- Data Entry Accuracy
- Interpersonal skills
- Customer Satisfaction
- Attention to Detail
- Active Listening
TECHNICAL TOOLS & PLATFORMS
- Healthcare: Genesys, Workday, ICIMS, IRIS, EHR, Salesforce, Iris, HCHB, Fucura, Epic, ServiceNow, IENGAGE, Five9, BambooHR, NextHealth, ADP, Linkedin, Facebook, & Indeed.
- Productivity: Microsoft Office Suite (Excel, Word, Outlook), Zoom, MS Teams, Slack, CRM platforms, Mac
- Typing Speed 55-60 W.P.M.
Timeline
Customer Service Wellness Representative
Flawless Hair and Beauty Bar
09.2025 - 01.2026
Community Liason
AccentCare Home Health "Hybrid"
05.2024 - 09.2025
Customer Service Representative
CVS/AETNA Medicare
01.2022 - 02.2022
Customer Service Representative
UnitedHealthcare
09.2021 - 01.2022
Business Office & Customer Service Manager
Optimal Home Health and Staffing
04.2018 - 05.2024
Certificate - Medical Administrative Assistant - Medical Billing & Coding
Mt. San Jacinto College
Associates of Arts - Business, Human Resources
Houston Community College