Tomorro J Hawkins
Lansing,MI
Summary
Dynamic customer service professional with a proven track record at Maximus, excelling in conflict resolution and empathetic communication. Adept at handling escalated calls and enhancing customer loyalty, I leverage strong problem-solving skills to achieve optimal outcomes, ensuring satisfaction and repeat business. Experienced in data entry and complaint resolution.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Maximus
11.2016 - 10.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Medical Biller and Coder
ASAP Home Health
03.2010 - 01.2013
- Correctly coded and billed medical claims for various hospital and nursing facilities.
- Reduced claim denials through meticulous verification of patient eligibility and coverage benefits prior to claim submission.
- Worked closely with physicians to accurately assign ICD-10 diagnostic codes for optimal reimbursement rates from insurance companies.
- Processed insurance company denials by auditing patient files, researching procedures, and diagnostic codes to determine proper reimbursement.
Assistant Manager
GPS Hospitality
04.2013 - 08.2016
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Education
Medical Insurance Billing And Coding - Healthcare
Lansing Community College
Lansing, MI05.2009
Skills
- Conflict resolution
- Customer service
- Call handling
- Query management
- Empathetic communication
- Data entry
- Problem solving
- Active listening
- Call center experience
- Complaint handling
- Complaint resolution
- Payment processing
Timeline
Customer Service Representative
Maximus
11.2016 - 10.2018
Assistant Manager
GPS Hospitality
04.2013 - 08.2016
Medical Biller and Coder
ASAP Home Health
03.2010 - 01.2013
Medical Insurance Billing And Coding - Healthcare
Lansing Community College
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