Tenaya Fleming
Rosamond,CA
Summary
Seasoned Customer Service / Branch Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Centene Corporation
Woodland Hills, CA
12.2024 - Current
- Assisted members with questions regarding benefits, eligibility, claims, coverage, and provider networks.
- Responded to a high volume of inbound and outbound calls while maintaining excellent customer service standards.
- Resolved member concerns and complaints in a professional and timely manner.
- Educated members on health plan benefits, policies, procedures, and available resources.
- Reviewed and explained Explanation of Benefits (EOBs), claim statuses, and billing inquiries.
- Documented all member interactions accurately in the customer relationship management (CRM) system.
- Coordinated with providers, pharmacies, and internal departments to resolve complex issues
- Responded to provider inquiries related to claims, benefits and eligibility, authorization status, and appeals, ensuring timely resolution and exceptional customer service
Branch Manager/Senior Customer Success Manager
Team Legal Inc.
Valencia, CA
09.2016 - Current
- Manage staff, obtain records, submit orders for office needs for all my staff, input information into system for clients, follow up with locations for records, invoices, and other requested documents, incoming and outbound calls
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided accurate information about products and services to customers.
- Developed strategies to increase customer satisfaction and loyalty.
Care Provider/Case Manager Intern
In Home Supportive Services
Lancaster, CA
12.2011 - Current
- Assist client in medication administering, hygiene care, monitor vitals and glucose, and document the client's status on physician-approved status sheets
- Ensured that all safety protocols were followed while working with clients in their home environment.
- Engaged in conversation with clients to provide emotional support and mental stimulation.
- Provided personal care and companionship to elderly clients in their homes.
- Maintained accurate records of client progress notes regarding physical condition, medication administration and overall well-being.
Volunteer Basketball Coach
City of Lancaster
Lancaster, CA
10.2012 - 01.2017
- Teach children from ages 6-13 the fundamentals of basketball and how to play as a team, encourage all players to be confident in their actions on the court and off the court
- Provided feedback on individual performances after each practice session or game.
- Maintained accurate records of players' individual progress throughout the season.
- Coordinated team travel arrangements including hotels, transportation, meals.
Cashier/Customer Service Representative
Superior Groceries
Palmdale, CA
04.2011 - 06.2012
- Greet customers, cash handling, customer service, assist in other departments, price checks
- Answered customer inquiries regarding store policies and procedures.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
Education
Clinical Medical Assistant -
High Desert Medical College
Lancaster, CA01.2016
Skills
- Accounting
- Appointment Scheduling
- Billing and Coding
- Workflow Management
- Project Management
- Accurate 1 O key skills
- Talent Development
- One Call Resolution
- Training and mentoring
- Call Monitoring
Certification
- AED/BLS/CPR Certified through American Heart Association
- Workplace Blood Borne Pathogens through National Safety Compliance
- Multiskilled Medical Certification Institute #955682 - NCCT
Timeline
Customer Service Representative
Centene Corporation
12.2024 - Current
Branch Manager/Senior Customer Success Manager
Team Legal Inc.
09.2016 - Current
Volunteer Basketball Coach
City of Lancaster
10.2012 - 01.2017
Care Provider/Case Manager Intern
In Home Supportive Services
12.2011 - Current
Cashier/Customer Service Representative
Superior Groceries
04.2011 - 06.2012
Clinical Medical Assistant -
High Desert Medical College