Trina Ward
Customer Excellence
Shelbyville,TN
Summary
Gifted customer service team member focused on handling customer issues and escalated requests with fast and knowledgeable support. Well-versed in insurance verification procedures and skilled at assessing trends to devise creative system-wide solutions. Excellent relationship-building, communication and conflict mediation skills.
Overview
24
24
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Advocate
Verizon Wireless
Basking Ridge, NJ
02.2018 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- 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.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Business Assistant
Heartland Dental
Nashville, TN
07.1999 - 12.2016
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Posted payments to accounts and maintained records.
- Trained new staff on current, correct insurance verification procedures.
- Achieved insurance pre-authorizations to enable timely patient procedures.
- Generated reports to track insurance verifications and claim progress.
- Updated patient records with accurate, current insurance policy information.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Performed various administrative tasks by filing, copying and faxing documents.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
Education
Diploma - General Studies
Redford High School
Detroit, MI 08.1988 - 06.1992
Skills
Staff education and training
Administrative support
Multi-line phone talent
Professional telephone demeanor
Technical Support
Creative problem solving
Complaint resolution
Timeline
Customer Service Advocate
Verizon Wireless
02.2018 - Current
Business Assistant
Heartland Dental
07.1999 - 12.2016
Diploma - General Studies
Redford High School
08.1988 - 06.1992