Valenceia Lewis
Teleperformance - Remote
Donalsonville,GA
5
years of professional experience
Results-oriented customer service professional with 4+ years of experience in fast-paced environments. Skilled in managing high-volume interactions, resolving complex issues, and adhering to compliance guidelines. Proficient in utilizing multiple systems and effectively communicating sensitive information. Aiming to apply customer service expertise in a Senior Claims/Benefits Specialist role.
Work History
Customer Service Representative
1 Year 4 Months- Provided high-volume phone support, addressed customer needs, and resolved account and service concerns to enhance customer satisfaction.
- Researched customer accounts, verified information, and provided accurate solutions while following established procedures.
- Documented customer interactions, account updates, resolutions, and follow-up requirements accurately in company systems.
- Protected customer information while handling account details and sensitive service-related concerns.
- Used multiple systems simultaneously to research accounts, enter information, document calls, and complete required follow-up.
- Applied company guidelines and scripts consistently while adapting communication to individual customer situations.
- De-escalated frustrated customers by actively listening, clarifying concerns, and providing appropriate resolution options.
- Escalated complex or unresolved cases to the appropriate department and communicated next steps clearly.
- Created a quick-reference troubleshooting guide to improve consistency and support faster issue resolution.
Senior Sales Advisor
2 Years 4 Months- Addressed customer inquiries regarding product information, account-related concerns, and service needs, ensuring satisfaction in a high-volume environment.
- Resolved customer concerns professionally while following company policies and procedures.
- Maintained accurate product and inventory information to support efficient customer service.
- Recommended appropriate products and services based on customer needs.
- Managed multiple customer requests while maintaining accuracy and professional communication.
- Worked efficiently during high-traffic periods while maintaining service standards and reducing transaction delays.
- Collaborated with management and other departments to resolve issues and support daily operations.
- Helped implement process improvements that streamlined checkout and improved the overall customer service.
Patient Benefits Specialist
1 Year 5 Months- Guided patients through scheduling, registration, and account inquiries, addressing service-related concerns to enhance patient experience.
- Verified demographic, insurance, and patient information for accuracy.
- Updated electronic records and documented interactions according to established procedures.
- Protected confidential patient information while handling sensitive account details.
- Researched issues across multiple computer systems and provided accurate resolutions.
- Escalated complex insurance, billing, and eligibility concerns to the appropriate department.
- Managed multiple tasks in a high-volume remote environment while meeting productivity and quality expectations.
- Communicated professionally with patients, healthcare staff, and internal departments.
Education
High School Diploma
Skills
Customer service
Customer Inquiry Support
Account management
Dispute resolution
Account Verification
Policy compliance
Data Management
CRM Software
Escalation handling
Problem Solving
Critical thinking
Attention to Detail
Time management
De-escalation skills
Active listening
Cross-functional teamwork
Timeline
Customer Service Representative
Teleperformance - Remote
01.2025 - 05.2026Read More
Senior Sales Advisor
Roses Express
09.2022 - 01.2025Read More
Patient Benefits Specialist
HealthFirst Member Services
03.2021 - 08.2022Read More
Seminole County High School
High School Diploma
Read More