Vontania Hicks
Portsmouth,VA
Summary
Dynamic professional with extensive experience at OPTIMA HEALTH PLAN, specializing in customer service and conflict resolution. Demonstrated success in enhancing team collaboration and achieving results through effective communication and critical thinking. Proficient in CRM software, ensuring compliance while delivering exceptional service and building strong relationships.
Overview
35
35
years of professional experience
Work History
Broker Services Representative
OPTIMA HEALTH PLAN
Virginia Beach, VA
07.2014 - Current
- Responsible for all areas of customer service as it pertains to research and resolution of telephone inquiries related to plan prescription benefits, eligibility or claim payment issues.
- Provide quality service and customer satisfaction through effective communication and education.
- Works with a high degree of accuracy
- Exhibits professionalism with a high degree of customer service
- Demonstrates shared accountability and commitment to organizational and departmental goals
Benefits Service Center Specialist
XEROX HR SOLUTIONS
Chesapeake, VA
09.2012 - 11.2013
- Understand, apply and communicate conceptual elements of Benefits and/or Human Resources rules, regulations and help other team members as requested.
- Answer and respond to incoming calls from employees and former employees with questions about their benefits, including pension eligibility and payments.
- Provide information and resolve any issues pertaining to these calls in a timely, courteous and professional manner
- Handle confidential information with sensitivity and discretion in accordance with Data Privacy requirements.
- Follow up on outstanding issues to ensure resolution, keep the customer informed on the status of research, close out case when complete.
Customer Care Associate
Dominion Virginia Power
Norfolk, VA
06.1999 - 12.2010
- Utilized company systems and procedures to assist utility customers while exceeding established guidelines for call quality, handle time and customer care.
- Provided motivation and coaching to my fellow co-workers through the "Power Pal" program and by developing and implementing contests to help our team reach its monthly goals.
- Obtained and accurately entered customer's financial information to recommend resources and programs that provide assistance with payment of utility bills.
- Provided assistance to customers with energy conversation tips, high bill trouble shooting techniques and detailed explanation of bill calculations and rates.
- Offered payment/budgeting options to prevent interruption of utility service.
- Processed payments and reconciled missing payments
Senior Collector
GE Capital/MWCC
Hampton, VA
08.1996 - 06.1999
- Provided customers assistance while complying with established federal and state collections practices to establish satisfactory payment arrangements.
- Assisted customers with restoring their credit rating to a good standing.
Corporate Compliance Specialist
GE Capital/Recovery
Hampton, VA
05.1991 - 08.1996
- Researched customer disputes and communicated with various state regulatory, consumer advocacy agencies and attorneys to assist customers in resolving disputes escalated to the corporate level.
- Wrote and implemented a procedures manual for the research department and assisted with the training of new associates.
Education
Psychology -
OLD DOMINION UNIVERSITY
Norfolk, VA12.2025
Mass Media Arts/Communications -
Hampton University
Hampton, VAHigh School Diploma -
Prince Edward County High
Farmville, VASkills
- Team collaboration
- Leadership development
- Mentoring and coaching
- Critical thinking
- Active listening
- Judgment and decision-making
- Time management
- Problem-solving
- Communication skills
- Attention to detail
- Typing speed: 50 wpm
- 10-key proficiency: 6,000 kph
- Customer de-escalation techniques
- Conflict resolution strategies
- Microsoft Office Suite proficiency
- Research capabilities
- Relationship management
- Compliance adherence
- Trustworthiness and integrity
- Documentation skills
- Technical aptitude
- Communication proficiency
- Analytical thinking skills
- CRM software expertise
- Data verification techniques
- Self-motivation
- Professionalism in the workplace
- Effective communication skills
- Complex mathematics proficiency
- Adaptability and flexibility
- Networking and prospecting strategies
- Task prioritization
Timeline
Broker Services Representative
OPTIMA HEALTH PLAN
07.2014 - Current
Benefits Service Center Specialist
XEROX HR SOLUTIONS
09.2012 - 11.2013
Customer Care Associate
Dominion Virginia Power
06.1999 - 12.2010
Senior Collector
GE Capital/MWCC
08.1996 - 06.1999
Corporate Compliance Specialist
GE Capital/Recovery
05.1991 - 08.1996
Psychology -
OLD DOMINION UNIVERSITY
Mass Media Arts/Communications -
Hampton University
High School Diploma -
Prince Edward County High