Customer Service Quality Assurance
Resume:
Benitha Davis
**** *. ***** ******* **, ***** ***************@*****.***
Qualification Summary
Highly personable Customer Service Professional with over ten years of
experience in claim, sales, communication, call center operation within
phone communication and Healthcare.
. Talent for identifying customer needs and presenting appropriate
company product and service offering.
. Demonstrate ability to gain customer trust and provide exceptional
follow-up leading to increase repeat and referral business.
. Track record of assisting in the design and implementation of
reporting procedures that reduce labor cost and improve customer
satisfactory ratings.
. Experienced working with nice recording system.
. Numerous company achievement awards for delivery of exceptional
customer service.
. Proficient with Microsoft Office System (including Microsoft Word,
Microsoft Excel, Microsoft PowerPoint, and Microsoft Access and
Microsoft Outlook)
. Coordinates and facilitates call calibration sessions for call center
staff.
_
Professional
Experience
DentalPlans.com
Quality Assurance and Training Specialist 05/2012 to
Current
. Monitor and evaluate call observation for a minimum number of inbound
calls per week to ensure excellent customer service delivery is
achieved.
. Work closely with manager and senior leadership to improve call
performance, making recommendation that will enhance the overall goal
of the quality team and strategic plan of the company.
. Develop and lead learning sessions and other programs meant to educate
team member on performance, quality assurance and process or knowledge
gaps.
. Develop and implement appropriate methods, practices, policies,
procedure, and change processes, keeping employees informed of
changes. May include preparation of the administrative and statistical
reports to identify trends and gaps and improve results.
. Identify root causes of quality opportunities, highlight trends and
coach and communicate improvements needs with staff in constructive
and customer friendly manner.
. Recommend process improvements and assess current quality issues
individually and by the team, then work with the team member to make
improvements.
. Partner with leadership team to conduct regular call
monitoring/listening sessions to calibrate and ensure compliance to
call flow expectations and business rules, to improve consistency and
work to achieve common quality and produce results.
. Adhere to outlined dentalplans.com company polices and procedure
according to company documentation and provided department training
manuals.
. Follow dentalplans.com core values.
. Additional duties and responsibilities as assigned.
Member Retention Advocate 11/2011 to 05/2012
. Proactively advises members of information that is crucial to
utilizing their dental plan.
. Protect privacy and security of member's by upholding DentalPlans.com
Privacy Policy.
. Take inbound calls for retention to own and immediately resolve
member's issues in order to reduce cancellation.
. Commit to thoroughly reviewing provider listening in order to confirm
provider participation.
. Handles multiple task assigned by management.
. Submit billing and provider issues to the appropriate department to
review and determine out come to provide to member.
. Receive, evaluate and response to customer inquiries.
Banker's Life and Casualty
7/2009 to 01/2011
Senior Customer Service Representative
. Provide consistent detailed customer service support to Long-Term Care
policyholder/ policyholder representative on explaining policy
coverage, claim filling guidelines.
. Provide what items are needed to file a claim for Long Term Care.
. Pre-screen policyholder and policyholder representative to determine
benefit eligibility to file a claim.
. Answer incoming customer service calls for multiple Long Term Care
product lines.
. Research policyholder inquiries, consider the terms of the policy as
it relates to the policy and/or claim, and response within specific
timeframes.
. Maintain current knowledge of corporate policies, products, and
departmental procedures.
. Interface with management, policyholders, and other internal
departments on all customer service related issues.
Evanston Northwestern Healthcare
5/2006 to 11/2008
Patient Access Contact Representative
. Communicate effectively with all customer service groups.
. Input patient demographics into the Medipac and/or Epic system
accurately and effectively.
. Maintain all patient service documentation accurately.
. Remain current on all insurance updates, changes and issues.
. Respond to customer service issues in a prompt and problem solving
manner.
. Take inbound calls between 35-100 daily for patients access
department.
. Knowledgeable of medical terminology.
. Strong attention to detail.
. Knowledgeable of HIPPA procedure and violation for patient security.
. Input patient information into the system to have billable insurance.
. Perform other duties assigned to by management (i.e. faxing, filling,
outbound calls to patients, scheduling, and register patients.)
Us cellular
5/2005 to 5/2007
Customer Service Representative
. Selected to coach and mentor new Customer Service Representative and
help them with transition to their new coach within the company.
. Provided timely and accurate information to customer regarding their
bill processing payments and trouble shooting equipment.
. Exceeded individual performance goals targeted by the organization.
. Offered alternatives and option to satisfy customer concerns.
. Provided feedback to call center team leaders and management.
. Recognized opportunities to offer enhanced service to customers (i.e.
accessories or calling features.)
. Received outstanding positive comments from team members on employee
reviews as well as exceptional feedback from senior management.
. Used quality monitoring data management system to compile and track
new hire individual level.
Kelly Service Temp to Hire
1/2004 to 5/2005
Customer service Allstate Insurance
. Provided world class service to internal and external customer
regarding catastrophes insurance claims.
. Responsible for administrative duties assigned by management.
. Investigated and resolved customer concerns in collaboration with
respective agency and other departments.
. Able to manage difficult or emotional customer situation and respond
promptly to service request to meet customer commitments.
Education and Training
Malcolm X College -Chicago GED
3/2005
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