Trimeka Pickett
Spring,TX
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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Elevance Health
01.2021 - 01.2024
- Gathers and record appropriate member information, part with policies and procedures via telephone.
- Encourage members to participate in care management programs by providing information about the program outline program, features/values and explaining available services.
- Service incoming calls from Physician offices and or directly with Physicians.
- Initiate referrals and managers consults from clinicians for participants registered in care management.
- Gather information from hospitals, health plans, physicians, patients vendors, and other referral sources to assist members in any way needed.
- Assist members with billing and claims issues, authorizations, denials and approvals, and renewals of medical benefits.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Ensure accurate and complete documentation is entered into the appropriate systems for all contacts (internal/external) to maintain the quality of the home delivery process, document HIPAA compliance and reduce potential legal concerns
- Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service.
Call Center Representative
Alorica
01.2018 - 01.2020
- Answer inbound calls from members, providers, and pharmacies with questions about Pharmacy Benefit Management (PBM) benefits, mail-order pharmacies, or Medicare.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Escalated calls to supervisors when necessary and appropriate.
- Responded to requests for assistance and/or possible processing of credit card authorizations.
- Delivered prompt service to prioritize customer needs.
- Advocate for the member patient by placing phone calls, fax or other means to physician's office to obtain prescriptions and forward to pharmacy for fulfillment.
- Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Education
License in Cosmetology -
Remington College
Houston, TX01.2015
High School Diploma -
North Houston High
Houston, TX12.2004
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Customer Education
- Data Collection
Timeline
Customer Service Representative
Elevance Health
01.2021 - 01.2024
Call Center Representative
Alorica
01.2018 - 01.2020
License in Cosmetology -
Remington College
High School Diploma -
North Houston High
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