Veronique Sillemon
Las Vegas,NV
Summary
Trustworthy team player seeking an opportunity to expand talents while contributing with solid time management, and problem-solving skills with the ability to create captivating experiences for customers to assist with company growth.
Overview
11
11
years of professional experience
Work History
Representative
Elevance Health
11.2022 - Current
- Established business relationship with new and existing brokers
- Provided operational support
- Assisted brokers on behalf of clients accounts
- Handled escalations, brokers inquiries such as; claims, billing, benefits, and enrollment
- Responded to all member and broker issues, educated brokers on available self service tools and electronic applications
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures
- Verified insurance eligibility and coverage for patients
- Resolved billing inquiries and disputes in timely fashion
- Managed patient enrollment process, confirming data accuracy and completeness
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Educated customers about billing, payment processing and support policies and procedures.
- Completed payment transactions
- Followed up with customers about resolved issues to maintain high standards of customer service
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
Quality Control Auditor
Litigation Practice Group Law Firm
04.2021 - 06.2022
- Promoted within the company
- Listened to recorded calls from customer service representatives, in order to assess compliance with protocols and quality parameters
- Used excel to document the results of the calls for evaluations to grade the employees and provide feedback on the issues that require improvement
- Analyze call performance
- Gave constructive feedback
- Measured call quality of calls and customer feedback
- Reported call errors
Customer Service Representative
Litigation Practice Group Law Firm
08.2020 - 04.2022
- Inbound and outbound calls
- Verified client’s information
- Data Entry
- Demonstrated mastery of customer service call script within specified time frames
- Address customer service inquiries in a timely and accurate fashion
- Resolve service issue by clarifying the customers complaint
- Selecting and explaining the best solution to solve the problem
- Maintains financial accounts by processing customer adjustments
- Processed 30 to 50 payments per day
- Unenrolled and enrolled debts requested by clients
- Transfer calls to the appropriate departments
- Scheduled and re-scheduled appointments for attorneys and clients
- Properly directed inbound calls in phone queues to improve call flow
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Cross Trained
- Accomplished 90 percent weekly goal
Guest Services Representative
Hilton Grand Vacations
10.2019 - 12.2019
- Greeted Guest upon arrival
- Responsible for food preparation
- Processed meal and beverage request
- Made sure the kitchen was adequately stocked at all times
- Accommodated general and unique request
- Developed and implemented training plans for new and experienced employees
- Handled supply purchases and inventory management for office operations and equipment maintenance
Packaging Associate
International Vitamin Company
04.2019 - 05.2019
- Worked in a team environment to efficiently package required orders
- Operated carts, manual pallet jacks, and other moving equipment to move large quantities of merchandise
- Labeled packages and recorded items packed in preparation for shipping
- Accurately prepared and shipped finished products
Tax Verification Clerk
Vincent Benjamin
01.2018 - 04.2018
- Verified detailed tax data from documents and returns
- Ensured the accuracy of the tax software
- Worked with multiple clients in various industries to help to expedite the overall tax season process with a paperless workflow
- Demonstrated self-reliance by meeting and exceeding workflow needs.
Receiver
Amazon
04.2017 - 10.2017
- Scanning and verifying that all inventory is stored to company guidelines
- Responsible for lifting 50 pounds or more
- Using an RF scanner to detect hazmat and to put merchandise in its appropriate bin
- Loaded and Unloaded Trucks
- Kept the station in order and well organized
Casual Mail Handler
United States Postal Service
11.2016 - 01.2017
- Removed mail from the carrier sacks and prepared the next load to be delivered
- Sorted mail according to the country, state, zip code, and street
- Organized mail into the appropriate marked bins for delivery, storage, or to be transported to other centers
- Operated machinery for parcels, packages, or letters.
Supervisor
One America
05.2016 - 07.2016
- Promoted as a lead supervisor within the company
- Trained new hires
- Evaluated performance and provided feedback
- Responsible for the development and implementation of promotion
- Assigned work and ensured it was completed
- Established and enforced work rules and procedures
- Set, approved, and tracked work schedules, overtime, travel, and time off
- Reported to HR and senior management.
Office Assistant /Scan Technician
One America
05.2016 - 07.2016
- Prepped, Organized, Stored, Scanned Documents, and Processed Data into PDF Files
- Updated client's information such as address, name, and telephone number into computer
- Filed and Pulled Documents in alphabetical and numerical order as well as sorted paperwork by name and date
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
Clerk
Public Defender's Office
04.2013 - 12.2014
- Answered inbound calls, and managed in-person visits, organized paperwork
- Educated and advised clients on legal issues of a case
- Scanned documents on various storage devices for court attorneys
- Filed documents according to alphanumeric system to promote ease of use and optimal team productivity
- Supported office clerical functions using word processing and other software, email and office machines
- Delivered helpful and kind customer service to clients, maintaining composure in stressful situations to maximize customer satisfaction
Education
A.D - Criminal Justice
University of Phoenix
CA, 2014Chino Hills High School
Chino Hills, CASkills
- Compassionate and Positive
- Motivated individual who works well under pressure
- Able to prioritize and efficiently manage multiple assignments
- Focused and observant, Communication and interpersonal skills
- Data Entry
- Delivery
- Filing
- Inventory
- Legal Letters
- Machinery
- Scanning
- Well Organized
- Greeting Customers
- Resolving Disputes
- Microsoft Office
- Type 40 WPM
- 10 Key
- Excel
- Market Research
- Customer Support
Timeline
Representative
Elevance Health
11.2022 - Current
Quality Control Auditor
Litigation Practice Group Law Firm
04.2021 - 06.2022
Customer Service Representative
Litigation Practice Group Law Firm
08.2020 - 04.2022
Guest Services Representative
Hilton Grand Vacations
10.2019 - 12.2019
Packaging Associate
International Vitamin Company
04.2019 - 05.2019
Tax Verification Clerk
Vincent Benjamin
01.2018 - 04.2018
Receiver
Amazon
04.2017 - 10.2017
Casual Mail Handler
United States Postal Service
11.2016 - 01.2017
Supervisor
One America
05.2016 - 07.2016
Office Assistant /Scan Technician
One America
05.2016 - 07.2016
Clerk
Public Defender's Office
04.2013 - 12.2014
A.D - Criminal Justice
University of Phoenix
Chino Hills High School
Similar Profiles
Randi WoodRandi Wood
Provider Resolution Manager Sr. at Elevance HealthProvider Resolution Manager Sr. at Elevance Health
Carol HickeyCarol Hickey
Membership Representative III at Elevance HealthMembership Representative III at Elevance Health
Infinite YoungInfinite Young
Health Benefits Coordinator at Elevance HealthHealth Benefits Coordinator at Elevance Health
Mary HoffmanMary Hoffman
Behavioral Health Care Manager II at Elevance HealthBehavioral Health Care Manager II at Elevance Health
Moana KahanaMoana Kahana
Customer Service Advocate IV at Centene CorporationCustomer Service Advocate IV at Centene Corporation