Tennisha Simpson
Cleveland,OH
Summary
Experienced Customer Service Representative for hire Dear Hiring Professional, I'm confident that I am the employee you are seeking because I have all of the qualifications outlined in your job posting. I bring a comprehensive set of skills that I believe will be valuable. In my Customer Service Representative role, I honed my abilities in Customer Service, and Effective Listening, providing a firm foundation for the Customer Service Representative position. My critical thinking, people-centric nature, and compassion have afforded me excellent time-management skills. I am excited to contribute my talents and proficiency in problem-solving toward your team efforts. As an engaging communicator with a proven track record in time management, my focus on building strong professional relationships has been a beneficial asset throughout my career. I have been out of the field for a time due to some unexpected medical issues. Everything has been taken care of and I am ready to get back into the workforce. I would be open to elaborate more if you have further questions! Please review my enclosed resume for would appreciate the opportunity to interview at your earliest convenience. I'm eager to discuss how my personality and background fit the Customer Service Position role. Thank you for your time and consideration of my candidacy. Thank you, in advance, for your consideration. Best regards,
Tennisha Simpson
Overview
2
2
years of professional experience
Work History
Member Service Representative
Molina Healthcare
04.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Educated and engaged customers with new bank products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Maintained and managed customer files and databases.
- Resolved customer issues through thorough dispute investigation.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- frequently communicating with customers by phone, e-mail, chat, and/or face-to-face.
Patient Access Representative
Trinity Health
01.2023 - 02.2023
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Verified patient insurance eligibility and entered patient information into system.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Answered incoming calls, scheduled appointments and filed medical records.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Experience in a fast paced contact center.
Advocate Member Service Representative
United Healthcare Group
06.2022 - 11.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved customer issues through thorough dispute investigation.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
Fraud Account Supervisor
JPMorgan Chase
09.2021 - 06.2022
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Worked with third-party vendors to access and analyze data and systems.
- Evaluated success of fraud detection systems to identify areas for improvement.
- Collaborated with internal and external stakeholders to create and maintain fraud prevention strategies.
- Reviewed transactions and receipts to identify any suspicious activity.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
Education
High School Diploma - Business Administration
Max S Hayes High School
Cleveland, OH06.1998
Skills
- Mobile Banking
- Appointment Scheduling and Confirmation
- Loan Application Processing
- Customer Standards Compliance
- Service Recommendations
- External Audits
- Database Maintenance
- Information Updates
- Member Relations
- Customer Support
- High Net Worth Individuals Marketing
- Microsoft Office
- Database Management
- Credit Card Applications
- Rewards Programs
- Product Recommendations
- Clerical Support
- Member Retention
- Medical Interpretation
- Complaint Documentation
- Reading Comprehension
- Banking Operations Support
- Operational Efficiency
- Membership Registrations
- Billing Adjustments and Refunds
- Invoice Preparation and Processing
- Merchandise Orders and Exchanges
- Investigate Claims
- Document and Records Management
- Livechat Messaging
- Customer Data Confidentiality
- POS Systems and Ordering Platforms
- Epic
- Salesforce
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Member Service Representative
Molina Healthcare
04.2023 - Current
Patient Access Representative
Trinity Health
01.2023 - 02.2023
Advocate Member Service Representative
United Healthcare Group
06.2022 - 11.2022
Fraud Account Supervisor
JPMorgan Chase
09.2021 - 06.2022
High School Diploma - Business Administration
Max S Hayes High School
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