Summary
Overview
Work History
Education
Skills
Timeline
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Veniecia Roberts

Lancaster,TX

Summary

Seasoned customer service specialist with a proven track record at Cigna Healthcare, enhancing customer satisfaction through expert resolution of inquiries and adept multitasking abilities. Skilled in CRM and fostering positive client relationships, I have significantly improved service delivery by implementing efficient data entry procedures. My approach combines active listening with a keen understanding of financial transactions, ensuring high-quality support across various sectors.

Overview

5
5
years of professional experience

Work History

Member Service Representative

Cigna Healthcare
08.2023 - 08.2024
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Maintained high-quality service by adhering to company policies and standards in all member interactions.
  • Protect the health care privacy of patients by strictly following HIPAA regulations.


  • Worked with many different types of questions and know how to multi-task and look at multiple screens and systems to get the answers needed.
  • Answer inbound calls from members with questions about medical claims, benefits, eligibility, and prior authorization.
  • An average of 50-80 calls are expected daily.

Patient Access Representative

Methodist
03.2023 - 08.2023
  • Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
  • Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
  • Processed patient admissions, registrations, transfers, and discharges according established procedures.
  • Verified insurance coverage for services provided by the facility.
  • Collected co-pays and other payments from patients at time of service.
  • Assisted with scheduling outpatient appointments.
  • Responded to patient inquiries regarding billing or financial matters.
  • Ensured accuracy of all data entered into computer system.
  • Scanned documents into electronic medical records system.
  • Created new patient accounts in EMR system as needed.

Commercial Lines Customer Service Agent

Progressive
07.2022 - 03.2023
  • Provided training and mentorship to junior team members, fostering an atmosphere of collaboration and professional growth among colleagues.
  • Skillfully negotiated favorable terms with underwriters on behalf of clients, securing competitive premium rates while maintaining adequate coverage levels.
  • Improved workflow efficiency by implementing process improvements for document management and data entry procedures.
  • Managed a diverse portfolio of commercial clients, demonstrating adaptability and proficiency across various industries and coverage types.
  • Effectively managed a high volume of 50-80 calls, addressing benefits, claims etc.
  • Worked with members, providers, and groups to answer problems and get their issues resolved.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.

Chat Support Representative

AT&T
10.2021 - 05.2022
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
  • Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
  • Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
  • Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
  • Worked with many different types of questions and know how to multi-task and look at multiple screens and systems to get the answers needed.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Tracked customer service cases and updated service software with customer information.

Inbound Call Center Representative

CMI Group
08.2019 - 09.2021
  • Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
  • Processed customer’s orders over the phone and provided follow-up services to ensure satisfaction with products or services.
  • Provided accurate information about products or services to customers.
  • Maintained records of customer interactions and transactions for future reference.
  • Followed up with customers to ensure their requests were addressed properly
  • Identified and escalated priority issues as needed.
  • Researched required information using available resources.

Education

South Oak Cliff High School
Dallas, TX
05.2019

Skills

  • Customer Service
  • Financial Transactions
  • Customer Support
  • Credit Union Knowledge
  • CRM
  • Typing 45 WPM
  • Outlook
  • Health and Human Services
  • Scheduling
  • Account Updating
  • Product Knowledge
  • Report Generation
  • Data Entry
  • Chat Support
  • Inbound and Outbound Calling

Timeline

Member Service Representative

Cigna Healthcare
08.2023 - 08.2024

Patient Access Representative

Methodist
03.2023 - 08.2023

Commercial Lines Customer Service Agent

Progressive
07.2022 - 03.2023

Chat Support Representative

AT&T
10.2021 - 05.2022

Inbound Call Center Representative

CMI Group
08.2019 - 09.2021

South Oak Cliff High School

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Veniecia Roberts