TYRELL WILSON
6301 Odyssey Lake Circle South, Apt. 6301, Brunswick,Georgia
Summary
Personable and dedicated Customer Service Representative with 10+ years of extensive experience in customer service support industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Optum Health
Eden Prairie, Minnesota
02.2024 - Current
- Efficiently handled incoming phone calls and coordinated 150 medical appointments, showcasing strong communication skills.
- Efficiently collected Optum Health members co-payments, co-insurance, deductibles, ensuring precise record-keeping of all transactions.
- Managed confidential medical records, including file maintenance, scanning, and preparation for scheduling.
Customer Service Representative
Alignment Health Plan
Orange, California
06.2023 - 02.2024
- Delivered clear and concise explanations of plan's procedures, protocols, benefits, services, and relevant details to individuals seeking information in the Alignment Health Member Experience Department.
- Responded promptly to complaints by following the department's Complaint/Grievance Policy and Procedures for both the health plan and its contracted facilities.
- Responded promptly and effectively to member inquiries regarding network provider modifications, transportation needs, or any additional forms of requested aid.
Customer Service Representative
Centene Corporation
St. Louis, Missouri
03.2023 - 06.2023
- Managed a high volume of calls in the Centene Corporation call center environment, using TruCare Cloud and Amisys systems to promptly respond to inquiries from Texas Medicaid provider offices following established protocols.
- Communicated accurate and concise details on Texas Medicaid and Medicare member benefit eligibility, claim status, and provider affiliation enrollment.
- Served as the primary point of contact for Texas Medicaid providers, ensuring their overall needs and concerns were consistently addressed.
Customer Service Representative
LegalZoom
Glendale, California
01.2022 - 03.2023
- Supported development and implementation of efficient processes and technologies, enhancing LegalZoom production quality and optimizing employee satisfaction and retention.
- Oversaw the movement of mail between remote locations and processing centers, researching disruptions and open cases, communicating with customers, and initiating refunds when required.
- Maintained the security of customer-sensitive data by preventing unauthorized access and documented the rejection of non-customer mail on a daily basis according to LegalZoom standards.
Customer Service Representative
Wayfair
Boston, Massachusetts
05.2021 - 01.2022
- Developed long-lasting and loyal connections with over 150 Wayfair customers through phone interactions.
- Assisted 150+ customers with post-order concerns regarding returns, replacements, refunds, delivery status, back-ordered items, and order processing fulfillment.
- Successfully managed and operated multiple Wayfair Okta software applications including ServiceHub, InfoHub, ServiceNow, and SupportHub technologies.
Customer Service Representative
Cerner Health
Kansas City, Missouri
08.2020 - 05.2021
- Achieved excellence in supporting over 150 internal and external clients of Cerner Health through the delivery of outstanding customer service and basic technical support in a Tier 1 call-centered setting.
- Collaborated with a diverse client base of 150+ individuals to resolve key issues through various communication channels.
- Utilized exceptional problem-solving skills to successfully prioritize and plan the resolution of immediate, confidential client issues both independently as well as within a collaborative team setting.
Customer Service Representative
Strata Skin Sciences
Carlsbad, California
08.2018 - 03.2020
- Handled over 60 inbound calls from prospective patients seeking information on XTRAC Laser Therapy treatment, dermatology locations, and health insurance coverage.
- Generated 50+ new patient leads in E-Synergy database system, ensuring accurate and updated demographics for all dermatology office branches while establishing new patient charts.
- Facilitated the booking of more than 100 Strata Skin Sciences consultation appointments for new patients seeking XTRAC Laser therapy at dermatology practices across the nation.
Customer Service Representative
Lamps Plus
Chatsworth, California
08.2017 - 08.2018
- Delivered exceptional customer service by handling over 150 incoming calls from prospective Lamps Plus clients with a focus on attentive listening to promptly resolve their inquiries.
- Engaged in effective communication with new Lamps Plus customers, utilizing a friendly and positive approach to address questions about billing statements and assist with product returns.
- Implemented and upheld rigorous quality control protocol for record management system encompassing customer payment methods including credit cards, debit cards, cash, and checks.
Customer Service Representative
Willis Towers Watson
Arlington, Virginia
09.2016 - 12.2016
- Managed the processing and certification of more than 100 Willis Towers Watson requests for annual open enrollment healthcare, pension, and life insurance benefits from Enterprise Rent-A-Car employees.
- Accurately completed and processed over 200 Evidence of Insurance (EOI) forms for our client, Enterprise Holdings, Inc.
- Conducted comprehensive training sessions for Enterprise employees on health, dental, vision, life-insurance policy details.
Customer Service Representative
ClearBalance
San Diego, California
07.2016 - 09.2016
- Managed a portfolio of more than 200 customer-friendly, low-interest cost medical consumer loan programs that facilitated the reimbursement of healthcare service costs.
- Effectively communicated the specifics of monthly customer billing charges and skillfully processed over 200 payments through diverse methods like credit cards, debit cards, checks, and cash.
- Successfully transferred more than 250 ClearBalance consumer loan accounts back to the customer's hospital corporate billing office department, working directly with office Team Leads.
Customer Service Representative
Planned Parenthood
New York, New York
04.2016 - 07.2016
- Ensured accurate verification of health insurance coverage for over 150 patients, assessing eligibility benefits and costs associated with healthcare services, office visits, and procedures from third-party and governmental payers.
- Managed a high-volume caseload of over 200 patient medical appointments, prioritizing timely scheduling of confidential surgical procedures based on the physician’s monthly clinical calendar.
- Sought solutions for patients facing financial limitations by establishing alternative payment arrangements within Planned Parenthood parameters.
Customer Service Representative
Covance Clinical Research
West Windsor Township, New Jersey
11.2014 - 04.2016
- Achieved exceptional customer service by efficiently handling and resolving over 95 incoming calls regarding the status of health insurance benefit appeals for Otezla medication.
- Maintained accurate records of customer calls in call center tracking system, adhering to Covance Clinical Research guidelines for handling escalated calls.
- Carried out extensive research on health insurance benefits, conducting over 200 verification studies to determine if customers were eligible for trial step-therapy treatment options.
Human Resources Representative
Fort Bragg Soldier Support Center
Fort Bragg, North Carolina
06.2008 - 10.2011
- Processed 250+ employee payroll timecards and attendance sheets utilizing a database tracking system.
- Achieved successful completion of 200+ background checks for current personnel and prospective hires, effectively conducting phone screenings and confirming employment information. Demonstrated exceptional record-keeping skills in managing I-9 forms.
- Organized health insurance benefits and open annual enrollment meetings for employees, overseeing new hire and re-hire orientations regarding enrollment as well as handling any health insurance benefit concerns.
Medical Office Representative
Naval Air Station Hospital Lemoore
Lemoore, California
09.2002 - 06.2008
- Handled 150+ calls from new and existing patients, relaying confidential messages to Family Medicine team for urgent patient care.
- Regularly communicated with supervisors and team members to ensure accurate documentation, recording of patient medical records.
- Streamlined appointment scheduling by collecting patient co-pays and verifying insurance before routine Family Medicine visits.
Education
Bachelor of Science - Health Administration
California College San Diego
San Diego, CA10.2017
Associate of Occupational Studies - Medical Assisting
California College San Diego
San Diego, CA06.2016
Skills
- Call Management
- Inbound and Outbound Calling
- Appointment Scheduling
- Data Collection
- Data Entry
- Customer Service
- Typing 54 WPM
- Computer Proficiency
- Call Center Operations
- Microsoft Office Suite
Timeline
Customer Service Representative
Optum Health
02.2024 - Current
Customer Service Representative
Alignment Health Plan
06.2023 - 02.2024
Customer Service Representative
Centene Corporation
03.2023 - 06.2023
Customer Service Representative
LegalZoom
01.2022 - 03.2023
Customer Service Representative
Wayfair
05.2021 - 01.2022
Customer Service Representative
Cerner Health
08.2020 - 05.2021
Customer Service Representative
Strata Skin Sciences
08.2018 - 03.2020
Customer Service Representative
Lamps Plus
08.2017 - 08.2018
Customer Service Representative
Willis Towers Watson
09.2016 - 12.2016
Customer Service Representative
ClearBalance
07.2016 - 09.2016
Customer Service Representative
Planned Parenthood
04.2016 - 07.2016
Customer Service Representative
Covance Clinical Research
11.2014 - 04.2016
Human Resources Representative
Fort Bragg Soldier Support Center
06.2008 - 10.2011
Medical Office Representative
Naval Air Station Hospital Lemoore
09.2002 - 06.2008
Bachelor of Science - Health Administration
California College San Diego
Associate of Occupational Studies - Medical Assisting
California College San Diego
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