Overview
Work History
Timeline
Generic

ZENNESSIA STAFFORD

Dallas,TX

Overview

17
17
years of professional experience

Work History

Data Processor I

Support Services Group
Waco, TX
08.2024 - 03.2025
  • Provide excellent customer service to all customers, responding promptly and professionally to inquiries
  • Handle incoming calls from customers regarding their accounts, providing accurate information in a timely manner
  • Resolve customer complaints and issues quickly and efficiently, escalating as needed
  • Maintain up-to-date knowledge of products and services offered by Maximus
  • Utilize the company's CRM system to track customer interactions and ensure accuracy of data
  • Follow established procedures for handling customer requests, including order processing, billing, and returns
  • Assist with special projects or tasks as assigned by management
  • Monitor customer feedback and provide suggestions on how to improve customer experience
  • Develop and maintain positive relationships with customers through effective communication
  • Identify opportunities to increase customer satisfaction and loyalty
  • Participate in team meetings and training sessions to stay current on new policies and procedures
  • Provide support to other departments when necessary

Claims Associate

State Farm
Richardson, TX
02.2023 - 12.2024
  • Answering inbound calls and making outbound calls to customers within a fast paced, call center environment
  • Supporting our customers through personalized, caring, and simple interactions
  • Proactively investigating claims
  • Applying policy coverage
  • Accurately documenting claim files

Customer Service Representative

Willis Towers Watson Via Benefits
Richardson, TX
08.2022 - 01.2023
  • Perform customer service support and meet clients' day-to-day administrative needs with respect to health and welfare and/or defined benefit pension plans
  • Respond professionally to customer inquiries/complaints received via phone or e-mail and ensure that appropriate action is taken, including follow up
  • Research participant questions and plan issues
  • Maintain complete and accurate case notes
  • Work closely with other customer service representatives and client representatives
  • Complete special projects as needed
  • Communicate on a proactive basis
  • Participate in team meetings and training
  • Read and understand the client's plan documents, amendments, etc.
  • Follow procedures and guidelines
  • Able to comfortably question the customer in an encouraging manner so as to affect a positive relationship and establish a comfort level to gain the customer's confidence
  • Possess the ability to analyze and solve problems in a changeable work environment
  • Possess a cooperative and positive attitude towards customers and team members

Patient Intake Specialist

Inogen, Inc.
Richardson, TX
12.2019 - 11.2021
  • The Patient Intake Advocate works within the Patient Intake Business Unit and is the key individual responsible for receiving and submitting orders, while ensuring they follow all applicable accreditation, compliance/regulatory processes, Inogen policy, and Payor guidelines.
  • This includes a completion of the appropriate patient file within database systems, review of medical documentation, procuring payment information, and obtaining patient supplied documents.

Member Services Representative

MOLINA HEALTHCARE INC
Irving, TX
12.2017 - 03.2019
  • Provide new and existing members with the best possible service in relation to billing inquiries, service requests, suggestions and complaints.
  • Respond to incoming calls from members and providers, excluding provider claims calls.
  • Accurately record all calls as applicable.
  • Achieve individual performance goals as it relates to call center objectives.
  • Assist callers with Web Portal registration and utilization.
  • Engage and collaborate with other departments as applicable.

Customer Service Representative

UNITED HEALTH CARE
Richardson, TX
01.2016 - 06.2017
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Respond to and resolve customer's issue the first time.
  • Assisting customer and provider with understanding benefits, eligibility and claims.
  • Research complex issues across multiple databases to resolve customer issues.
  • I have knowledge of ICD-9 and ICD-10, CPT, revenue codes, HCPC codes, and modifiers.
  • Comply with HIPAA guidelines.

Customer Service Representative

TOWER WATSON ONE EXCHANGE
Richardson, TX
08.2013 - 11.2015
  • Maintain and update customer records as required to provide quality customer service.
  • Promptly and courteously respond to customer inquiries and/or refer them effectively to someone who can assist them.
  • Use problem solving skills to identify root cause of service related inquires and provide feedback on how to resolve customer issues.
  • Ability to abide by One Exchange policies and procedures.

Customer Service Agent

CONNEXIONS
Irving, TX
04.2008 - 05.2010
  • Answered in inbound and outbound calls, maintained call log using Excel and Ms Word, and provided great customer service.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers' problems.

Timeline

Data Processor I

Support Services Group
08.2024 - 03.2025

Claims Associate

State Farm
02.2023 - 12.2024

Customer Service Representative

Willis Towers Watson Via Benefits
08.2022 - 01.2023

Patient Intake Specialist

Inogen, Inc.
12.2019 - 11.2021

Member Services Representative

MOLINA HEALTHCARE INC
12.2017 - 03.2019

Customer Service Representative

UNITED HEALTH CARE
01.2016 - 06.2017

Customer Service Representative

TOWER WATSON ONE EXCHANGE
08.2013 - 11.2015

Customer Service Agent

CONNEXIONS
04.2008 - 05.2010

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