Summary
Overview
Work History
Education
Skills
Timeline
GeneralManager
Trina Ward

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

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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

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Trina WardCustomer Excellence