Veniana Vasukilakeba
Seattle,WA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Insurance Claims Specialist
GEICO
01.2022 - 11.2023
- Strengthened client relationships by providing clear communication throughout the claims process, ensuring all parties were well-informed of progress and outcomes.
- Enhanced customer satisfaction by efficiently managing insurance claims processes and providing timely resolutions.
- Followed up with customers on unresolved issues.
- Boosted company reputation by delivering exceptional customer service during claim investigations
- Maximized client retention by addressing concerns promptly and professionally, consistently demonstrating empathy and understanding during difficult situations.
- Maintained compliance with industry regulations and standards by staying current on relevant laws, policies, and best practices for handling insurance claims.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
Independent Caregiver
Private Care
12.2019 - 12.2021
- Provided safe transportation services, enabling clients to attend appointments and social events.
- Enhanced client well-being by providing compassionate care and addressing individual needs.
- Conducted ongoing assessments of client needs and adjusted care strategies accordingly to maximize effectiveness.
- Assisted clients with daily living activities, fostering independence, administer medication and personal growth.
- Offered emotional support and companionship, enhancing the quality of life for clients in need.
- Prepared nutritious meals according to dietary guidelines, supporting overall wellness efforts for clients.
Medical Customer Service Representative
GetixHealth
09.2018 - 06.2019
- Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical appointments, billing, and insurance.
- Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
- Resolved escalated customer complaints efficiently while maintaining composure under pressure situations.
- Fielded concerns surrounding patients and care, liaising between physician, patient, and insurance company.
Accommodation Services Executive
Booking.com USA
08.2016 - 06.2017
- First point of contact for Booking.com accommodation partners by phone and email; resolving basic questions and queries, such as modifications to rooms, rates, and availability, extranet tooling.
- Ensuring a high level of partner service and a positive partner experience
- Making effective decisions on when to escalate a case
- Supporting my colleagues with peer learning, and being open to feedback from others
- Positively participating in company events, and in weekly team meetings
- Taking part in new projects and tests that may need my help with
- Promoting the Booking.com culture.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Established long-term client relationships through consistent delivery of high-quality products and services.
Customer Service Executive
Booking.com USA
03.2015 - 08.2016
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Assist in educating customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries, handling special requests and complaints quickly.
- Described product and service details to customers to provide information on benefits and advantages.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Liaison between guests and accommodations: modification of reservations, travel assistance.
Education
Associate of Arts - Health Information Technology
Pierce College
Puyallup, WAAssociate of Arts - Business Management
Fiji National University
Suva, FijiSkills
- Claims Investigation
- Claims analysis
- Policy Interpretation
- Teamwork and Collaboration
- Attention to Detail
- Customer Service
- Active Listening
- Claims Processing
- Data Entry
- Decision-Making
- Microsoft Office
- Organizing and Prioritizing Work
Meeting new people, Traveling, Cooking, Baking, swimming
Meeting new people boosts my confidence enabling me to build relationship, whether it be business or personal that may lead to becoming long time friends. Travelling allows me to meet new people, get to see new places and allows me to relax and enjoy the quality time. With cooking and baking, I love to share what I make. Sharing allows learning from each other, collaborate towards common goal, help in connecting with other people, communities or co workers. When sharing it brings about positive vibes. Last but not the least, swimming allows me to do a full body workout. Swimming is like traveling to me because it relives stress and help with mood and improving coordination.
Languages
Fiji
Native or Bilingual
English
Full Professional
Timeline
Insurance Claims Specialist
GEICO
01.2022 - 11.2023
Independent Caregiver
Private Care
12.2019 - 12.2021
Medical Customer Service Representative
GetixHealth
09.2018 - 06.2019
Accommodation Services Executive
Booking.com USA
08.2016 - 06.2017
Customer Service Executive
Booking.com USA
03.2015 - 08.2016
Associate of Arts - Health Information Technology
Pierce College
Associate of Arts - Business Management
Fiji National University
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