Summary
Work History
Education
Skills
Timeline
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YaTerra Thomas

Newark,NJ

Summary

Dynamic customer service professional dedicated to enhancing customer satisfaction and driving company success. Proven track record in managing high volumes of inbound calls while fostering strong client relationships. Expertise in effectively utilizing CRM systems, complemented by exceptional active listening and multitasking skills. Committed to delivering top-notch service and resolving issues efficiently to create positive customer experiences.

Work History

CLAIMS CUSTOMER SERVICE REPRESENTATIVE

St Josephs Hospital
2022 - 2025
  • Managed high-volume approximately 30 incoming calls and faxes per day, inbound and outbound calls to address customer inquiries and claims.
  • Evaluated existing processes for potential improvements in order to increase efficiency and reduce costs associated with customer service operations.
  • Coordinated and planned investigations of claims to confirm compensability and coverage.
  • Processed insurance policy changes and updates accurately and efficiently.
  • Resolved billing disputes and processed payments and refunds as required.
  • Provided detailed explanations of insurance coverage and policy limitations to customers.
  • Monitored incoming calls for volume levels during peak periods in order to ensure that calls were answered promptly.
  • Collected payments, processed receipts and informed policyholders of outstanding balances.
  • Checked documentation for appropriate coding, catching errors and making revisions.
  • Developed positive relationships with customers by providing accurate information in a professional manner.
  • Remote

BANK CUSTOMER SERVICE REPRESENTATIVE

Freedom Bank
2019 - 2022
    • Managed high-volume inbound calls, providing prompt and efficient support to address customer inquiries and resolve banking-related concerns.
    • Monitored customer accounts for suspicious activity according to established protocols.
    • Provided customer service to bank customers, addressing questions and concerns in a professional manner.
    • Ensured compliance with all applicable federal regulations regarding banking operations.
    • Assisted customers in navigating financial products and services, ensuring clarity and satisfaction in banking operations.
    • Collaborated with internal departments to streamline processes and enhance overall customer experience.
    • Monitored and resolved discrepancies in accounts, maintaining high standards of accuracy and integrity.
    • Maintained up-to-date knowledge of banking regulations, procedures, and product offerings to provide informed assistance to customers.
    • Verified accuracy of customer information in order to ensure proper account management.
    • Educated customers about their rights with regard to billing disputes and fraud protection services.
    • Prepared and evaluated CRM reports to identify problems and areas for improvement.
    • Opened new accounts for customers based on their needs and requirements.

Direct Support Professional Supervisor

Youth Consultation Services
2017 - 2019
    • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
    • Observed strict procedures to maintain data and plan participant confidentiality.
    • Checked employees' benefits enrollment for accuracy and inputted all data into Evolve.
    • Built relationships with vendors to foster quality service delivery.
    • Coordinated and conducted employee orientations to promote understanding of coverage and options.
    • Collaborated with HR to develop and maintain up-to-date benefits manual.
    • Gained strong leadership skills by managing projects from start to finish.
    • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.

Education

ASSOCIATES DEGREE -

Berkeley
Woodland Park, NJ

DIPLOMA -

John F Kennedy Highschool

Skills

  • Inbound and outbound calling
  • Complaint resolution
  • Call Management
  • Complaint handling
  • Multitasking and prioritization
  • Account updating
  • Problem-solving
  • Benefits determination
  • Claim processing
  • Billing resolution
  • Compliance awareness
  • Claims support
  • Data entry proficiency
  • Policy interpretation
  • Problem-solving aptitude
  • Information verification
  • Financial transactions
  • Banking regulations
  • Information processing
  • Cross-selling products
  • Client confidentiality
  • Account management
  • Attention to detail
  • Transaction reconciliation
  • Active listening
  • Healthcare regulations
  • Benefits administration
  • Benefits interpretation
  • HIPAA compliance
  • Empathy and patience
  • Patient confidentiality
  • Patient eligibility verification
  • Policy adherence
  • Decision-making
  • Allocating claims
  • Time management abilities
  • Authorization management
  • Customer education

Timeline

CLAIMS CUSTOMER SERVICE REPRESENTATIVE

St Josephs Hospital
2022 - 2025

BANK CUSTOMER SERVICE REPRESENTATIVE

Freedom Bank
2019 - 2022

Direct Support Professional Supervisor

Youth Consultation Services
2017 - 2019

ASSOCIATES DEGREE -

Berkeley

DIPLOMA -

John F Kennedy Highschool

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YaTerra Thomas