Tonya Davis
Fort Worth,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Provider Service Advocate
United Healthcare Group
09.2022 - Current
- Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues
- Answer questions and resolve issues (e.g
- Benefits and eligibility, clinical authorizations, claim details, reprocessing claims)
- Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
- Strong multitasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (M&R E&I0 provider types and call types)
- Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls, escalations, and provider dissatisfaction
- Seek to understand and identify the needs of the provider, answering questions and resolving issues
- Develop new training materials and provide training for new associates and retraining for current associates to improve system utilization.
Customer Service/Accounts Receivable and Billing Clerk
Kroger Distribution
01.2022 - 09.2022
- Verify that correct quantities of items are correct on pulled orders
- Data quality management
- Generate, process, and manage invoices using applicable software programs
- Communicate with clients and resolve and billing discrepancies.
- Cooperate with the warehouse team to ensure all products are appropriately billed and orders are dispatched one at a time
- Maintain up-to-date billing system, conducting regular audits to ensure accuracy.
- Reduced manual data entry tasks by creating automated processes within the CRM system.
Customer Service/CRM Specialist
McLane Company
01.2022 - 09.2022
- Provide first level end user support for reports, tools, and product
- Experience in providing missing inventory to forklift drivers to replenish
- Lead a crew of 60 workers to make sure all orders are complete
- Create presentation material for monthly results
- Ensured data accuracy, conducting regular audits and maintaining up-to-date customer information in the CRM system.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Enhanced customer satisfaction by streamlining CRM processes and implementing user-friendly tools.
Tier 2 Technical Support Specialist
Kelly Services Global LLC
01.2021 - 01.2022
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Delivered exceptional customer service while addressing user inquiries via phone, email, or live chat channels promptly.
- Documented problems and solutions to train lower-level support on how to address customer technical issues
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Managed escalated support tickets, ensuring timely responses and effective problem-solving strategies.
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
Customer Service Provider
NPAS Solutions
02.2018 - 04.2021
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Maintained high volume of calls and met demands of busy and productive group.
- Monitored accounts receivable aging reports, proactively initiating collection efforts on past-due accounts to minimize losses.
- Used skip tracing and other techniques to locate debtors.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Entered customers financial status information into system to process payments or recurring drafts
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Collected on delinquent accounts to reduce overdue balances.
Education
Associates in Business Management -
Grantham University
Lenexa, KS01.2019
Skills
- Inbound/Outbound calls
- Decision-making skills
- Supervisory Experience
- Microsoft Office proficiency
- Project coordinator
- Mentorship
- Call center operations
- Customer relations
- Live Chat
- Customer service background
Timeline
Provider Service Advocate
United Healthcare Group
09.2022 - Current
Customer Service/Accounts Receivable and Billing Clerk
Kroger Distribution
01.2022 - 09.2022
Customer Service/CRM Specialist
McLane Company
01.2022 - 09.2022
Tier 2 Technical Support Specialist
Kelly Services Global LLC
01.2021 - 01.2022
Customer Service Provider
NPAS Solutions
02.2018 - 04.2021
Associates in Business Management -
Grantham University