Yulondo Thomas
Houston,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. With a strong commitment to professionalism, communication skills, and problem-solving abilities, I consistently met or exceeded performance targets, elevating the standard of service within the organization.
Overview
10
10
years of professional experience
Work History
Chat Support Representative
Walmart
03.2019 - Current
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Provided real-time assistance to customers through chat, addressing inquiries related to appointments, billing, insurance claims, coverage, and general healthcare information.
- Adapted to a fast-paced and dynamic online chat environment, maintaining a customer-focused attitude.
- Assist members and clients in understanding their insurance coverage, benefits, and claims processes, ensuring they have a clear and accurate understanding of their healthcare plans.
- Monitored customer conversations and provided timely, knowledgeable assistance.
Healthcare Customer Service Representative
Molina Healthcare
03.2017 - 03.2019
- Interact with patients, healthcare providers, and insurance companies to address inquiries regarding appointments, billing, insurance coverage, claims, and general healthcare information.
- Provide guidance on insurance policies, benefits, and eligibility criteria to patients, helping them navigate the complexities of healthcare coverage.
- Identified, analyzed and researched systemic issues and made recommendations for resolution.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Handle inbound customer inquiries related to healthcare benefits, insurance plans, claims, and general healthcare-related question
- Supported accounts receivable operations within assigned functions.
Remote Call Center Scheduler
Life Point Health
05.2013 - 03.2017
- Serve as a point of contact for clients and external stakeholders, addressing inquiries, concerns, and requests related to department services, policies, and procedures. Strive to provide compassionate and effective solutions.
- Offer advanced administrative support to department staff and leadership, including managing calendars, scheduling meetings, preparing reports, and maintaining records and databases.
- Assist in the collection, organization, and maintenance of client documentation, ensuring compliance with privacy and confidentiality regulations (e.g., HIPAA) and department standards.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Generated department orders and accompanying documentation.
Education
High School Diploma -
Sterling High School
Houston, TX06.1983
Skills
- Online Chat Support
- Customer Service
- Email Support
- Team Management
- Inbound/Outbound Calling
- Call Center & Remote Operations
- Documentation and Record Keeping
- Strong problem-solving
- Billing
- Data Entry
- Trouble Shooting
- Benefits Verification
- Client Engagement
- Benefit Explanation
- Enrollment Support
- Claims Management
- Remote Communication
- Claims Processing
- Product Knowledge
- Problem-Solving
- Communication
- Team Collaboration
- Customer Service-Oriented
- Multitasking & Prioritizing Skilled
- Collaborator Database Search
- Time Management
- Documentation and Reporting
- Negotiation Skills
- Support Services
Timeline
Chat Support Representative
Walmart
03.2019 - Current
Healthcare Customer Service Representative
Molina Healthcare
03.2017 - 03.2019
Remote Call Center Scheduler
Life Point Health
05.2013 - 03.2017
High School Diploma -
Sterling High School
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