VISA STIDHAM
Yerkes,KY
Summary
Customer service professional with expertise in CRM software, dispute resolution, and technical troubleshooting. Skilled in managing complex customer interactions and streamlining processes to boost efficiency. Strong analytical and communication skills facilitate collaboration across teams, aiming to enhance performance and customer satisfaction as a Customer Service Representative.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Claims Research & Resolution Representative 2
Humana
Hazard, KY
08.2025 - Current
- Resolved customer complaints professionally while ensuring adherence to company policies, contributing to customer retention.
- Documented customer cases in CRM systems with concise notes and timely updates to enhance case resolution.
- Conducted follow-up calls with customers post-resolution to confirm satisfaction and strengthen customer relationships.
- Managed sensitive customer information with care and confidentiality.
- Maintained up-to-date records of customer interactions for future reference.
- Participated in team meetings to discuss strategies for improving customer service quality standards.
- Demonstrated proficiency in Excel for data analysis.
- Managed correspondence cases with attention to detail.
Tier 1 Agent
Foundever
Hazard, KY
10.2020 - 07.2025
- Handled difficult customer situations calmly and professionally; defused escalated calls effectively.
- Assisted in developing new processes and procedures that enhanced departmental efficiency.
- Interacted with customers in a friendly and professional manner to resolve customer inquiries and complaints.
- Developed extensive knowledge of company products and services through ongoing training sessions.
- Utilized various computer systems and software applications to process customer orders, access information, and troubleshoot technical issues.
- Contributed to special projects by collaborating with team members to enhance efficiency. as needed; provided input on process improvements.
- Identified and recommended products and services to customers based on individual needs.
- Responded promptly to customer inquiries via phone or email, ensuring high-quality service delivery.
- Assisted in developing new processes and procedures that improved efficiency levels within the department.
- Supported team members by sharing best practices related to customer service delivery.
- Researched complex problems using available resources such as online databases, vendor websites.
- Participated in special projects and provided input on process improvements.
- Maintained records of daily data communication transactions, problems, and remedial actions taken and installation activities.
Registration Clerk
Primary Care Center
Hazard, KY
09.2019 - 03.2020
- Prepared and organized registration documents, including consent forms and release of information requests, to streamline patient processing.
- Created accounts for new patients entering the healthcare system, ensuring that all required documentation was completed properly.
- Created and maintained accurate accounts for new patients, ensuring proper completion of all required documentation for efficient onboarding.
- Managed daily paperwork including filing, faxing, scanning, copying, and archiving medical records.
- Assisted with front desk duties, greeting visitors, scheduling appointments, and managing calendars.
- Verified patient insurance eligibility via phone calls or online systems.
- Created detailed patient charts by inputting demographics, medical histories, and insurance information into the system.
- Answered telephone calls to assist clients with inquiries. to direct callers to appropriate personnel or department.
- Scheduled appointments for patients face-to-face and over telephone.
- Reviewed admission packet with patients to collect consent for treatment.
- Protected security of medical records to ensure that confidentiality was maintained.
Registration Clerk
ARH Hospital
Hazard, KY
10.2016 - 09.2019
- Coordinated call schedules for doctors and distributed them to floors nightly.
- Ran form that shows all patients' medicines they are taking for ER that is a narcotic when registering a patient that was being admitted.
- Ran form that shows all patients medicines they are taking for ER that is a narcotic when registering a patient that was being admitted.
- Provided exceptional customer service by assisting patients with registration processes and promptly addressing inquiries.
- Verified patient insurance eligibility via phone calls or online systems as needed.
- Managed daily paperwork including filing, faxing, scanning, copying, and archiving medical records.
- Answered incoming telephone calls promptly and professionally while providing accurate information about services offered by the clinic.
- Answered incoming telephone calls to direct inquiries to direct callers to appropriate personnel or department.
- Reviewed admission packets with patients to ensure consent for treatment was collected accurately.
- Prepared on call schedules for the doctors and sent them to the floors every night.
Education
Associate in Science (A.S.) - Sonography
Hazard Community and Technical College
Hazard, KYSkills
- CRM software
- Claims processing
- Customer service expert
- Customer service
- Dispute resolution
- Chat support
- Email correspondence
- Data tracking
- Research
- Microsoft Office Suite
- Microsoft windows and office
- Attention to detail
- Time management
- Organizational skills
- Follow-up skills
- Technical support
- Cross-functional teamwork
- Teamwork and collaboration
- Problem-solving
- Analytical mindset
- Effective communication
- Communication skills
- Customer interaction
- Active listening
- Adaptability and flexibility
- Reliability
- Self-motivation
- Multitasking
- Training assistance
- Compliance
- Claims processing
- Training assistance
Personal Information
Title: CUSTOMER SERVICE REPRESENTATIVE
Certification
CNA License
ADDITIONAL INFORMATION
While attending Hazard Technical & Community College, I had courses in Medical Billing, Coding, and Transcribing as well.
Timeline
Claims Research & Resolution Representative 2
Humana
08.2025 - Current
Tier 1 Agent
Foundever
10.2020 - 07.2025
Registration Clerk
Primary Care Center
09.2019 - 03.2020
Registration Clerk
ARH Hospital
10.2016 - 09.2019
Associate in Science (A.S.) - Sonography
Hazard Community and Technical College