Tonja Stewart Nelson
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Montclair Counseling And Medical Clinic
01.2019 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handle incoming calls from members and providers regarding claim status, benefits and eligibility. Provide solutions to constituent needs Answer inbound and outbound call regarding medical appointment, prescription refills. Enter information into pharmacy system for new and refill orders. Collect copay obtain authorization and work with insurance companies and healthcare providers. Protect the confidentiality of members information and to adheres to company policies regard confidentiality.
Customer Representative
Carnival Cruise Lines
01.2022 - 01.2023
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Accepted payment by credit card and offered self-serve payment solutions after explaining charges on customer bills.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Provided primary customer support to internal and external customers.
- Recommended potential products or services by collecting customer information and analyzing customer needs.
Medical Collections Specialist
County Of San Bernardino
01.2014 - 02.2019
- Processed billing calls and answered questions from patients and third-party carriers.
- Corrected, completed and processed claims for multiple payer codes.
- Assisted in reconciling deposit and patient collections.
- Processed online and paper appeal submissions and refund requests.
- Logged charges and payments within [Software].
- Entered client details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Process billing using UB92 to Medical.
Education
High School Diploma -
Montclair High School
Montclair, CA06.1988
Skills
- Retail Sales Customer Service
- Staff Training
- Business Development Understanding
- Report Transcription
- Microsoft Word
Timeline
Customer Representative
Carnival Cruise Lines
01.2022 - 01.2023
Customer Service Representative
Montclair Counseling And Medical Clinic
01.2019 - Current
Medical Collections Specialist
County Of San Bernardino
01.2014 - 02.2019
High School Diploma -
Montclair High School
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