Teresa R. Lee
Lees Summit,MO
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in data entry, receptionist, file clerk, and office clerk rolls with high-volume customer demands.
Senior data analyst with strong analytical skills, adept at leveraging advanced statistical tools and data visualization techniques to drive business insights. Proven track record of collaborating with cross-functional teams to deliver actionable results, adapting seamlessly to evolving project requirements. Known for reliability, critical thinking, and ability to translate complex datasets into strategic recommendations.
Overview
20
20
years of professional experience
Work History
Remote Senior Data Analyst Specialist
Optum/LHI
03.2021 - Current
- Overseeing inbound and outbound calls, processing dental claims, and coordinating claims inquiries for certified Veterans throughout the United States
- Data entry, educating and informing healthcare Providers of program coverage and limitations for claims based on contract requirements
- Using critical thinking, research, and critical thinking skills to navigate through the complexities of a Veteran’s episode of care requirements and their respective dental claims
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Delivered comprehensive reports highlighting key trends, patterns, anomalies, presenting findings to senior management for informed decision-making purposes.
- Analyzed large amounts of data to identify trends and find patterns, signals and hidden stories within data.
Remote Customer Service Agent
GEHA
08.2012 - 11.2019
- Overseeing inbound and outbound calls for physicians and members assisting with medical and dental Claims and benefits
- Kept customer and system account Information accurate and current to support timely resolutions for all concerns
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Customer Service Agent
Data core Marketing
05.2011 - 07.2012
- Overseeing inbound calls for members who placed orders for contact lenses, inputting information into the system and sorting outgoing mail
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance
Remote Customer Service Agent
Asurion
08.2004 - 05.2011
- Overseeing inbound calls assisting with Sprint customers to replace their cell phones due to lost, stolen or physically damaged
- Managed high-call volume of inbound and outbound member calls
- Returned all routine and general customer calls in suitable time
- Evaluated customer account information to assess current issues and determine potential solutions
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Associates of Arts - Arts
Metropolitan Community College
Kansas City, MO07.2021
High School Diploma -
Raytown South High School
Raytown, MO05.2000
Skills
- Conflict mediation
- Data Evaluation
- Payment Processing
- Data Entry
- Credit Card Payment Processing
- Office Equipment Proficiency
- Clerical Support
- Quality Control
- Call Center Experience
- Microsoft Office Expertise
- Inbound and Outbound Calling
- High-Energy Attitude
- Customer Relations
- Experience with electronic medical record (EMR): Allscripts, Athena, McKesson
- Advanced Excel
- Business intelligence
- Data quality assurance
References
Professional References Available Upon Request
Timeline
Remote Senior Data Analyst Specialist
Optum/LHI
03.2021 - Current
Remote Customer Service Agent
GEHA
08.2012 - 11.2019
Customer Service Agent
Data core Marketing
05.2011 - 07.2012
Remote Customer Service Agent
Asurion
08.2004 - 05.2011
High School Diploma -
Raytown South High School
Associates of Arts - Arts
Metropolitan Community College
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