Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
Receptionist

Trinda Golden

Missouri City,TX

Summary

Dedicated Administrative Assistant with solid background in high-volume office environments focused on delivering exceptional clerical and operational support for professionals. Can handle high volume of customer calls in a fast environment while maintaining emphasis on the highest quality of consumer service. Excellent in listening skills, oral and written communications. Able to make decisions independently and quickly with minimal escalations

Overview

15
15
years of professional experience

Work History

Receptionist

Certified Golden Inc.
Missouri City, TX
08.2023 - 08.2023
  • Responded to inquiries from internal staff members regarding office operations issues such as mail delivery or office equipment maintenance.
  • Scheduled and confirmed appointments.
  • Maintained an organized filing system of confidential client information in accordance with company policy.
  • Coordinated with clients construction projects and repairs.
  • Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
  • Answered incoming calls, took messages, and transferred calls to appropriate personnel.
  • Processed payments and updated accounts to reflect balance changes.
  • Provided excellent customer service at all times while interacting with both internal and external clients.
  • Maintained a neat reception area by organizing materials and tidying up furniture.
  • Oversaw office inventory by restocking supplies and submitting purchase orders.
  • Prepared welcome packages for new hires containing relevant paperwork and other important details.
  • Processed payments and updated accounts to reflect balance changes.

Prior Authorization Representative

Xerox Caremark
Houston, TX
09.2013 - 11.2016
  • Performed detailed medical reviews of prior authorization request, following established criteria and protocols.
  • Determined prior authorizations for medication and outpatient procedures.
  • Resourcefully used various coding books, procedure manuals and on-line encoders.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Notified ordering providers of denied authorizations.
  • Followed all Medicare, Medicaid, HIPAA and private insurance regulations and requirements.
  • Scheduled patient appointments, diagnostic specialty appointments, tests and procedures.
  • Coordinated resolutions for issues and appealed denied authorizations.
  • Maintained high level of professionalism when speaking to doctors and insurance companies.
  • Provided timely feedback to physicians regarding authorization status.
  • Responded promptly to inquiries from providers, members, and other departments within the organization.
  • Verified patient's insurance eligibility prior to appointment date for payment purposes.
  • Facilitated communication between health plan representatives, providers, and members when needed.

Customer Service Representative

Xerox Sams Club
Houston, TX
02.2012 - 09.2013
  • Effectively managed a high-volume of inbound and outbound customer calls. Answered a constant flow of customer calls with up to [7] calls in queue per minute.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Accurately documented, researched and resolved customer service issues.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.

Recreation Specialist

City Of Houston (Fonde)
Houston, TX
05.2008 - 09.2011
  • Facilitated communication between staff members, participants and volunteers.
  • Maintained records related to program participants, staff training, budgeting.
  • Provided guidance on facility usage policies and procedures.
  • Organized, coordinated and supervised special events and activities.
  • Promoted awareness of available services through social media outlets.
  • Enforced rules related to the use of recreation facilities in a fair manner.
  • Managed registration processes for programs including online registration systems.
  • Developed partnerships with local businesses to increase program access.
  • Ensured compliance with safety policies and procedures.
  • Developed events and programs in consideration of needs, abilities and interests of participants.
  • Planned, organized, facilitated and promoted diverse recreational programs.
  • Completed and maintained time and attendance forms and inventory lists.
  • Explained principles, techniques and safety procedures and demonstrated use of materials and equipment.
  • Assisted with transporting and escorting program participants to, from and within program activity locations and on external trips.
  • Managed daily operations of recreational facilities.
  • Evaluated recreation areas, facilities and services for results.
  • Conferred with management to discuss and resolve participant complaints.
  • Developed, implemented and evaluated recreation programs for youth and adults.
  • Collaborated with other departments to ensure successful programming outcomes.
  • Resolved conflicts between participants or among staff members in a timely manner.

Education

Certification - Green Core Construction and Research

National Center For Construction Education
Houston, TX
09.2011

Certification - Recordkeeping

We Care Inc.
Houston, TX
02.2008

Some College (No Degree) - Medical Insurance Billing

Everest University - Tampa
Tampa, FL

Skills

  • Skilled in call center operations
  • Customer interface expertise
  • Adheres to customer service procedures
  • Strong problem solving aptitude
  • Completed telephone training seminar
  • Avaya Software knowledge
  • ICD-10 (International Classification of Disease Systems)
  • Familiar with commercial and private insurance carriers
  • Excellent problem solver
  • Office support (phones, faxing, filing)
  • Excellent verbal communication
  • Active listening skills
  • Shipment processing
  • Motivated team player Natural leader Quick learner
  • Critical thinking
  • Organizational skills
  • Time management
  • Microsoft Excel expertise
  • Document scanning
  • Database management
  • Customer service professional
  • Citrix administration
  • Mac OS
  • Windows 11
  • Schedule Management
  • Office Equipment Operations
  • Multi-Line Telephone Systems

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

It is never too late to be what you might have been.
George Eliot

Timeline

Receptionist

Certified Golden Inc.
08.2023 - 08.2023

Prior Authorization Representative

Xerox Caremark
09.2013 - 11.2016

Customer Service Representative

Xerox Sams Club
02.2012 - 09.2013

Recreation Specialist

City Of Houston (Fonde)
05.2008 - 09.2011

Certification - Green Core Construction and Research

National Center For Construction Education

Certification - Recordkeeping

We Care Inc.

Some College (No Degree) - Medical Insurance Billing

Everest University - Tampa

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Trinda Golden