Wykeria Bonnett
Greenville,SC
Summary
Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
19
19
years of professional experience
Work History
Claims Specialist
Alorica - Wisconsin/Kentucky
06.2020 - 05.2022
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Leveraged reference tools and conducted trainings to improve customer service.
- Attended training sessions regularly to stay current on new products or services.
- Resolved customer complaints quickly and efficiently.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
Reimbursement Specialist
Insulet
Greenville, SC
04.2017 - 03.2020
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Adapted to new applications and maintained knowledge of current technologies.
- Contacted customers to return routine and general calls promptly.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Medicaid Service Coordinator
Concentrix -
03.2019 - 04.2019
- Interpreted complex policies for clients so that they could make informed decisions about their healthcare options.
- Provided assistance to clients regarding the medical bill process, including helping them understand their coverage and how to use it.
- Attended conferences related to Medicaid regulations and best practices in order to stay current on changes affecting the industry.
- Assisted Medicaid applicants in completing and submitting applications for health care benefits.
- Participated in staff development training sessions focused on topics related to Medicaid regulations and program policies.
Medicaid Agent
Sykes Work
11.2018 - 03.2019
- Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
- Removed barriers to drive end-to-end resolution of servicing and billing.
- Evaluated and identified opportunities to drive process improvements, positively impacting customer experience.
- Learned and applied sales techniques to achieve marketing goals for outreach.
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Developed customer relationships and ensured satisfaction with services.
- Adhered strictly to company policies regarding confidentiality of client information.
- Utilized computer systems for tracking, information gathering and and or troubleshooting.
Benefits Coordinator
Benefitfocus
08.2016 - 05.2018
- Received inbound calls and provided employees telephonic enrollment.
- Conducted Outbound calls when applicable
- Educated eligibility of Insurance
- Assisted Retirees going into Medicare Advised New Hires in Eligibility and Enrollment
- Provided support for special projects related to benefits administration such as developing online enrollment systems or evaluating wellness programs.
- Led weekly open enrollment question and answer session with employees on benefit program updates.
- Discussed medical, dental, short-term and long-term benefit plans with new hires and eligible employees with status changes.
- Managed claims processing activities related to employee benefits packages such as disability claims or long-term care claims.
- Maintained up-to-date knowledge of all benefit plan provisions, policies, and procedures.
Customer Service Representative
DirecTV
07.2015 - 02.2016
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Educated customers on special pricing opportunities and company offerings.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Property Manager
RC Enterprises
05.2014 - 11.2014
- Developed and maintained strong working relationships with owners and tenants to minimize hassle for both parties.
- Facilitated tenant paperwork processing and verification.
- Issued non-payment notices to delinquent tenants in accordance with lease, county and state regulations.
- Coordinated with maintenance and contractors to promote timely turnovers after move-outs.
- Implemented rental payment policies and pursued delinquent accounts via phone calls and personal visits.
- Oversaw and monitored preventative maintenance and energy management inspections and programs.
- Updated tenant and unit information to keep current in housing database.
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Responded to tenant maintenance requests according to agreed conditions for building functionality.
- Completed lease applications and verifications, notifying prospects of results.
- Collected monthly assessments, rental fees, deposits and payments.
- Handled resident complaints and expedited maintenance requests.
Correctional Sergeant
Camille Griffin Graham Correctional Institution
03.2008 - 06.2013
- Monitored disciplinary and medical lockups every 15 minutes.
- Oversaw assigned court trips for jailers, maintaining security of staff and public.
- Supervised visitation and checked visitors for proper identification and contraband.
- Issued security badges and passes to guests and visitors.
- Ensured compliance with departmental policies, regulations and procedures.
- Established effective working relationships with local law enforcement agencies when necessary.
- Diffused disruptive behavior by verbal interventions.
- Provided guidance and counseling to inmates regarding personal issues or problems they may be facing while incarcerated.
- Communicated information regarding security, safety and operations through chain of command.
- Conducted daily briefings to pass on pertinent info to oncoming shifts.
- Facilitated communication between inmates, family members, attorneys and other external parties.
- Prepared written evaluations of subordinate officers' performance on a periodic basis.
- Maintained records related to inmate movements, disciplinary actions taken against inmates, grievances filed by prisoners and other relevant data.
- Enforced discipline among inmates according to established rules and regulations.
Internship Student
Jabber Grey and Isaac Law Firm
08.2004 - 11.2004
- Assisted with answering telephone calls, managing databases and drafting correspondence.
- Tested website functionality prior to launch to ensure user experience was optimal.
- Supported department by compiling paperwork and taking detailed meeting minutes.
- Drafted research papers with resource citation in required format.
- Participated in weekly staff meetings and team building events.
- Prepared reports, presentations and articles using Microsoft Word and PowerPoint.
- Monitored industry news sources for developments that may affect business operations.
- Worked with management and instructors to establish core skills related to job and industry.
Office Manager
Opaleake Law Firm, Store
06.2003 - 02.2004
- Filed clients' legal documents in relevant courts for processing.
- Provided administrative support to boost firm's document production and legal correspondence.
- Conducted thorough research and review of case information to assist attorneys.
- Greeted clients upon arrival at office and provided assistance as needed.
- Liaised between attorney and outside counsel, exchanging information.
- Ordered materials needed by attorneys throughout the duration of a case.
- Provided administrative support to attorneys by managing calendars; scheduling appointments; organizing files; preparing correspondence; filing court documents; and obtaining necessary signatures.
- Maintained inventory levels of office supplies necessary for day-to-day operations.
- Answered phones promptly while providing courteous customer service.
Education
Bachelor's Degree - Theology in Theology/Christian Counseling
All Nations Bible College
05.2017
Associates Degree - Legal Studies
South University
06.2003
Skills
- Sales Experience
- Customer Service
- Excel
- Microsoft Word
- Microsoft Office
- Medicaid
- Front Desk
- Microsoft Outlook
- Office Experience
- Administrative Experience
- Hipaa
- Insurance Verification
- Medical Insurance
- Medicare
- Eligibility Verification
- CRM Software
- Client Service
- Claims
- Patient contact
- Reporting skills
- Insurance coverage verification
- Understanding of medical terms
- Good Telephone Etiquette
- Data integrity
- Coverage assessments
Interests
Easley, SC - Greenville, SC - Anderson, SC
Additional Information
- Willing to relocate to:, Authorized to work in the US for any employer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Claims Specialist
Alorica - Wisconsin/Kentucky
06.2020 - 05.2022
Medicaid Service Coordinator
Concentrix -
03.2019 - 04.2019
Medicaid Agent
Sykes Work
11.2018 - 03.2019
Reimbursement Specialist
Insulet
04.2017 - 03.2020
Benefits Coordinator
Benefitfocus
08.2016 - 05.2018
Customer Service Representative
DirecTV
07.2015 - 02.2016
Property Manager
RC Enterprises
05.2014 - 11.2014
Correctional Sergeant
Camille Griffin Graham Correctional Institution
03.2008 - 06.2013
Internship Student
Jabber Grey and Isaac Law Firm
08.2004 - 11.2004
Office Manager
Opaleake Law Firm, Store
06.2003 - 02.2004
Bachelor's Degree - Theology in Theology/Christian Counseling
All Nations Bible College
Associates Degree - Legal Studies
South University
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