Yvette Hill
Customer Care Professional
Humble,TX
Summary
Authorized to work in the US for any employer. I have 10 years of Customer Care experience and I know how to please customers. Talented Customer Care Rep with experience managing data and controlling recordkeeping. Expert at optimizing processes to improve data retrieval, enhance storage procedures, reduce physical storage needs and maintain information security. Skilled at researching and resolving discrepancies.
Overview
6
6
years of post-secondary education
17
17
years of professional experience
Work History
Administrative Assistant/Receptionist
Our Lady of the Lake University Houston
Houston, TX
10.2019 - Current
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Coordinated travel arrangements by booking airfare, hotel and ground transportation.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Organized weekly staff meetings and logged minutes for corporate records.
- Scheduled office meetings and client appointments for staff teams.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Supported room reservations, agenda preparation and calendar maintenance for programs, meetings and events.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Executed record filing system to improve document organization and management.
- Generated reports and typed letters in Word and prepared PowerPoint presentations.
Appeals Specialist
Cigna
Houston, TX
01.2016 - 01.2017
- Coordinated with Appeals Specialist to compose appeal responses.
- Created, composed and maintained appeal response templates.12
- Reviewed 50 patient cases per week and verified insurance coverage information.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Modified, updated and processed existing policies.
- Coordinated with contracting department to resolve payer issues.
- Calculated adjustments, premiums, and refunds.
- Determined clear, concise and highly accurate resolutions for CMS and private sector. HIPAA compliant.
Customer Resolution Advisor
NRG
Houston, TX
01.2001 - 01.2015
- Produced detailed reports outlining key issues and proposed solutions.
- Responsible for answering all calls in a professional manner while demonstrating STRIVE values, being an ADVOCATE for our customers and our retail store while demonstrating warmth, empathy, and empowerment
- Responded to escalated calls transferred from CSR agents.
- Diffused escalated issues with customer to comply with NRG policies and PUT regulations
- Maintained and exceeded all call center goals and metrics
- Assisted agents with questions and provide best practices for the improvement of the quality of customer service and growth within the company
- Assisted coach with reports pertaining to metrics and identify trends in agents
- Arranged and coordinated morale building activities for our team and community
- Resolved basic IT issues with clients such as resetting passwords and informing customer how to engage in different online functions i.e.; creating automated payment plans Report advance issues to IT and work with them one on one to find resolutions
- Actively participated in focus groups to provide adequate feedback based on customer interactions Actively involved in all departmental projects and meetings
- Complied with all requests for management to submit information in a timely manner
Education
Bachelor's - Business Management
Our Lady of the Lake University
06.2017 - 05.2020
Associate of Applied Science - Early Childhood Development
Houston Community College
Houston, TX 06.1992 - 08.1995
Skills
Business Development
Contract Management
Training and mentoring
Attention to Detail
Active Listening Skills
Positive Attitude
Time Management
Timeline
Administrative Assistant/Receptionist
Our Lady of the Lake University Houston
10.2019 - Current
Bachelor's - Business Management
Our Lady of the Lake University
06.2017 - 05.2020
Appeals Specialist
Cigna
01.2016 - 01.2017
Customer Resolution Advisor
NRG
01.2001 - 01.2015
Associate of Applied Science - Early Childhood Development
Houston Community College
06.1992 - 08.1995