Tracey Saxon
League City,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Flexible hard worker ready to learn and contribute to team success.
Overview
8
8
years of professional experience
Work History
Complex Cust Care Rep Sr
UMR
San Antonio, TX
07.2021 - Current
- Provided excellent customer service to incoming callers, responding to inquiries and resolving issues.
- Assisted customers with account information, billing inquiries, and product and service questions.
- Researched complex problems using available resources to resolve customer issues quickly and accurately.
- Utilized various software applications including MS Office Suite as well as CRM tools such as Salesforce.
- Applied HIPAA privacy and security regulations while handling patient information.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
Customer Service Representative
Southwest Airlines
Houston, TX
06.2016 - 07.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Education
Associate of Applied Science -
College of The Mainland
Texas City, TX05-2015
Skills
- Escalation Management
- Follow-Up Skills
- Microsoft Office
- CRM Software
- Complaint Handling
- Email Communication
- Dispute Resolution
- Insurance Company Knowledgeable
- HIPAA Compliance
- Problem-Solving
- Quality Assurance
- Work Quality Evaluation
- Multitasking and Organization
- Medical Billing
- Process Improvement
- Eligibility Determination
- Payment Processing
- Customer Service
- Problem-Solving Abilities
- Research
- Troubleshooting
- Fluent in Vietnamese
- Teamwork and Collaboration
- Organizational Skills
- Active Listening
Timeline
Complex Cust Care Rep Sr
UMR
07.2021 - Current
Customer Service Representative
Southwest Airlines
06.2016 - 07.2021
Associate of Applied Science -
College of The Mainland
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