Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

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

Remote Representative

Elevance Health
Las Vegas, NV
09.2022 - Current
  • Maintained high call volume rates of 80 to 100 calls consistently and executed outbound calls
  • Established business relationship with new and existing brokers
  • 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 confidentiality regarding members, brokers, 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 members
  • Resolved billing inquiries and disputes in timely fashion
  • Managed members enrollment process, confirming data accuracy and completeness
  • Updated members information in accordance with company policy and procedure guidelines
  • Responded to broker requests, offering excellent support and tailored recommendations to address needs
  • Educated brokers and members about billing, payment processing, policies and procedures
  • Completed payment transactions
  • Followed up with brokers about resolved issues to maintain high standards of customer service
  • Followed through on all critical inter-departmental escalations to increase customer retention rates
  • Adhered to HIPAA regulations when handling confidential patient information
  • Managed multiple projects simultaneously while meeting deadlines set by management team members
  • Provided excellent customer service by responding to inquiries in a timely and professional manner
  • Assisted in checking members insurance eligibility prior to their appointment
  • Provided customer service by answering inquiries, resolving complaints, and providing general information to brokers regarding healthcare services
  • Verified patient demographic information in order to ensure accuracy of data entry
  • Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications
  • Responded promptly to emails, voicemails, and from brokers and other departments seeking assistance or advice
  • Utilized active listening and communication skills to address brokers and members inquiries and escalate issues to supervisor
  • Displayed strong telephone etiquette, effectively handling difficult calls

Hybrid Remote Quality Control Auditor

Litigation Practice Group Law Firm
Las Vegas, NV
04.2021 - 06.2022
  • Received promotion within the company
  • Assessed customer service representatives' compliance with protocols and quality parameters by listening to recorded calls
  • 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.

Hybrid Remote Customer Service Representative

Litigation Practice Group Law Firm
Las Vegas, NV
08.2020 - 04.2022
  • Managed all incoming and outgoing phone communications efficiently
  • Verified client's information for accuracy and completeness during daily interactions with clients
  • Performed efficient data entry tasks
  • 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
  • Transferred 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
Las Vegas, NV
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
  • Provided cross-training to enhance employee skills in various areas
  • Handled supply purchases and inventory management for office operations and equipment maintenance
  • Maintained cleanliness of lobby area throughout shift
  • Offered guests beverages and refreshments upon check-in
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills

Packaging Associate

International Vitamin Company
Inland Empire , CA
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
  • Assembled boxes, crates, and pallets using hand tools or automated equipment
  • Inspected finished product for quality assurance prior to shipment
  • Maintained accurate records of packaged goods in inventory system
  • Stacked completed packages onto pallets for shipment
  • Followed company policies regarding storage and disposal of hazardous materials used in packaging operations
  • Utilized a variety of materials such as bubble wrap, foam inserts, air bags. to protect fragile products during shipping.
  • Collaborated with team members to ensure timely completion of orders.
  • Reported any issues related to product quality or safety concerns promptly.

Tax Verification Clerk

Vincent Benjamin
Costa Mesa, CA
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
  • Reported any suspicious activity detected during the course of a verification task
  • Audited records to detect discrepancies or errors
  • Researched customer accounts using internal databases or external sources when needed

Receiver

Amazon
Eastvale , CA
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
  • Worked effectively in team environments to make the workplace more productive.
  • Stowed 200 to 500 items

Casual Mail Handler

United States Postal Service
Anaheim, CA
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
  • Reported any discrepancies or damaged packages to supervisor immediately
  • Identified inconsistencies between address labels and delivery locations
  • Ensured that all parcels were packed properly before shipping out of facility
  • Organized outgoing mail into designated bins according to postal regulations

Office Assistant

One America
Indianapolis, IN
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
  • Maintained an organized filing system of paper documents and electronic files
  • Converted paper documents into PDF files

Clerk

Public Defender's Office
Rancho Cucamonga, CA
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
  • Served as liaison between the courts and law enforcement agencies when necessary
  • Updated records after each hearing or trial was concluded
  • Assisted in data entry for all incoming cases into the computer system

Education

A.D - Criminal Justice

University of Phoenix
Ontario, CA
01.2014

High School Diploma -

Chino Hills High School
Chino Hills, CA
06-2006

Skills

  • Compassionate and Positive
  • Motivated individual
  • Well Organized
  • Able to prioritize and efficiently manage
  • Greeting Customers
  • Resolving Disputes
  • Focused and observant
  • Communication and interpersonal skills
  • Microsoft Office
  • Type 40 WPM
  • Data Entry
  • 10 Key
  • Delivery
  • Excel
  • Filing
  • Market Research
  • Inventory
  • Customer Support
  • Legal Letters
  • Machinery Mail
  • Excel

References

References available upon request.

Timeline

Remote Representative

Elevance Health
09.2022 - Current

Hybrid Remote Quality Control Auditor

Litigation Practice Group Law Firm
04.2021 - 06.2022

Hybrid Remote 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

Office Assistant

One America
05.2016 - 07.2016

Clerk

Public Defender's Office
04.2013 - 12.2014

A.D - Criminal Justice

University of Phoenix

High School Diploma -

Chino Hills High School

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Veronique Sillemon