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Click here or scroll down to respond to this candidateTRESSIEMCKINNEYEMAIL AVAILABLEPHONE NUMBER AVAILABLELincoln, AL Street Address
Results-oriented and highly motivated Customer Service Representative with a proven track record of exceeding customer expectations and achieving performance targets. Adept at building rapport and resolving issues through effective communication and problem-solving skills.PROFESSIONAL SUMMARYEvernorth Health Services - Customer Service Representative Remote 05/2023 - CurrentArkansas Department Of Health - Union County - Quality Assurance Analyst Hybrid 09/2022 - 04/2023Sutherland Global - Chat Support RepresentativeRemote 04/2022 - 08/2022Adecco - Unemployment Claims Specialist11/2021 - 03/2022MAP Communications - Executel Operator06/2021 - 08/2021Indotronix Oklahoma Employment Security Commissio - Claims Customer Service Representative (Contract)01/2021 - 06/2021WORK HISTORYUtilize appointment scheduling software to streamline processes, improve efficiency, and enhance customer satisfaction.Train, mentor, and motivate team members, fostering a positive and productive work environment.Monitor and evaluate team performance, implementing strategies to enhance productivity and achieve performance targets.Oversaw the appointment scheduling process, including outbound calls for rescheduling and cancellation of appointments for Cigna, WellPoint, and UHC members.Conducted thorough quality checks on clerical employees' verifications for Medicaid insurance applications for the State of Arkansas.Identified and promptly addressed any issues or data entry errors found in the verifications, working closely with clerical workers to ensure accurate and error-free information.Facilitated the approval or denial of insurance for clients by promptly sending corrected verifications back to the clerical workers for necessary amendments.Assessed and determined the eligibility of Medicaid applicants from Arkansas, making informed decisions regarding their qualifications for the program.Demonstrated exceptional data entry skills by accurately inputting Medicaid and SNAP applications for the State of Arkansas.Assisted customers via chat platform, addressing inquiries, troubleshooting technical issues, and providing solutions for Verizon Wireless products and services.Utilized comprehensive knowledge of Verizon Wireless systems and processes to resolve customer issues effectively.Demonstrated excellent communication skills by providing clear and concise instructions and explanations to customers.Multi-tasked effectively, managing multiple chat conversations simultaneously while maintaining high-quality customer interactions.Managed a caseload of unemployment claims, ensuring accurate and timely processing from claim initiation to resolution.Conducted thorough reviews of claim documentation, including employment history, separation causes, and other relevant information, ensuring compliance with legal requirements.Analyzed and interpreted unemployment laws, regulations, and policies to determine claim eligibility and benefit amounts.Conducted investigations and interviews with claimants, employers, and witnesses to gather additional information and resolve claim discrepancies or disputes.Answered calls for various entities, including hospitals, doctor's offices, attorney's offices, property management, and more.Utilized Amazon Workspaces and other call management systems to handle incoming calls efficiently and professionally.Took detailed messages and relayed critical information for doctor-to-doctor calls, body retrieval, critical lab results, critical stats, prescriptions, inmate case updates, credit title loans, billing issues, and referrals.Scheduled appointments and managed calendars for healthcare providers and attorney's offices. Verified claimant files by reviewing documentation, employment history, and wage Lincoln High SchoolLincoln, AL 05/1986High School DiplomaEDUCATIONCERTIFICATIONS Advanced Microsoft User Certificate Advanced Customer Service CertificateAccenture USA Learning AdministrationCoursesSKILLS Customer Service Oriented Excellent Communication Skills Active Listening Calendar Management Scheduling Software Proficiency Deadline Management Workflow Optimization Proactive Decision-Making Live Chat Software Health Quality Assurance Regulatory Compliance Quality Control Processes Auditing and Assessment Data Analysis and Interpretation Call Handling and Management Unemployment Claims Processing Claims Systems Proficiency Problem-Solving Abilities Adaptability and Flexibility Time Management Sales and Negotiation Skills Empathy and Compassion Complex Product Knowledge Patience and Resilience Attention to Detail Customer Relationship Management Teamwork and Collaboration Medical Terminology Healthcare Regulations Electronic Health Records Insurance Verification and Billing HIPAA Compliance Inbound and Outbound Calling Eligibility Determination Documentation Management Decision Making Claim Review Benefit Calculation Case Management Documentation Review Claim AdjudicationSitel - Call Center Customer Service Representative Remote 07/2020 - 12/2020Lee Brass Foundry LLC - Marine Sales and Plumbing Solutions Expert 10/2013 - 07/2020Honda Manufacturing Of Alabama - Administrative Operations Specialist/Backup System09/2007 - 10/2012information to ensure accuracy and eligibility for unemployment benefits. Conducted comprehensive investigations on disputed claims, collaborating with claimants, employers, and relevant parties to gather necessary information and evidence.Prepared and presented case files for appeals to the Tribunal Council of Oklahoma, ensuring all required documentation and supporting evidence were included.Inputted new claimant unemployment claims into the system, accurately capturing all necessary information and ensuring compliance with state and federal requirements.Handled a high volume of incoming customer calls, providing exceptional service and resolving billing inquiries, payment processing, and scheduling of technician calls.Conducted credit checks for customers, adhering to established procedures to assess creditworthiness and determine appropriate service options.Upsold products and services to customers, effectively communicating the benefits and features to meet their needs and increase revenue.Assisted customers with billing disputes and discrepancies, investigating issues and providing accurate and timely resolutions.Scheduled and coordinated service calls with technicians, ensuring efficient allocation of resources and timely resolution of customer issues.Supported customers in the selection and purchase of marine equipment, accessories, and plumbing solutions, providing expert advice and guidance.Developed and executed sales strategies to achieve or exceed sales targets, utilizing effective negotiation and closing techniques.Conducted product demonstrations and presentations to showcase the features, benefits, and installation of marine plumbing systems and equipment.Provided accurate and detailed product information to customers, addressing their inquiries and ensuring they made informed purchasing decisions.Provided comprehensive administrative support, including managing calendars, scheduling meetings, and handling correspondence.Coordinated and executed administrative tasks such as travel arrangements, expense reporting, and procurement of office supplies.Maintained organized filing systems and document management, ensuring accurate and timely retrieval of information.Prepared and maintained documentation related to backup systems, including procedures, recovery plans, and system configurations. |
