Customer Service Life Insurance

Tonia N. Samuels

*** ********* ***. **********, **** 45205 * *********@*****.*** * 513-***-****

Over 10 years of Innovative Customer Service who effectively executes process changes to improve operational efficiency; Results-oriented with diverse background in Customer Service and Member Advocacy; Dedicated to providing excellent customer service and making operational and procedural improvements.

Skills/Strengths

Conflict resolution techniques

Focused on customer satisfaction

Talent development (Subject Matter Expert)

Training and development (Subject Matter Expert)

Software proficiency MS Word, Power Point, Excel

Meticulous attention to detail

Experience

Billing and Enrollment Analyst/ Member Advocate, 09/2014-present

Humana Insurance Co., Cincinnati, Oh

Enroll commercial businesses with Health/Vision/Dental/Life insurance

Claims Delegation/Interpretation

Understands the key drivers and components of the customer experience as a whole. Understands how to enhance customer engagement and loyalty through accuracy, reliability, and ultimately exceptional service. Understands how to build relationships across Humana to create a unified, efficient, simple customer experience while compliant with company guidelines

Consistently models and inspires high levels of integrity in decisions, speech, and actions. Lives up to commitments, taking responsibility for the impact of one's actions. Exercises the courage to prioritize principles and values over personal or professional gain

Responsible for acting as an advocate for our members by offering guidance with their medical plans, claims and benefits. Work to resolve their issues in a professional and timely manner. I act as a SME (Subject Matter Expert) for newly trained associates, sharing best practices as well as getting them acclimated to our culture

Staffing Coordinator/ Nursing Supervisor 07/2013-09/2014

Carmel Manor Retirement community, Cincinnati, Oh

Supervised 75 LPNS, RNS, CNAS

Responsible for creating a monthly work schedule

Responsible for submitting payroll and accounting for nursing staff

Office Support for Director of Nursing

Creating excel spreadsheets for facility guidelines and procedures

Property Manager Specialist 02/2012-07/2013

Cincinnati Metropolitan Housing Authority, Cincinnati, Oh

Inspect apartments for move-ins, move-outs, annual HQS and housekeeping

Interview prospective residents, show apartments, explain lease agreements and grievance procedures

Work closely with other CMHA departments and administrative personnel to effectively plan and implement programs at assigned property

Consult with residents to resolve problems, investigates complaints, interprets housing policies and enforces the lease agreement

Ensure accurate and timely completion of all letters, memos and notices.

Accounts Specialist 07/2009-02/2012

Omnicare Pharmacy

Successful in achieving high volume collections on facility accounts resulting in collection of high dollar past due accounts

Medical Billing and Coding

Responsible for coordinating collections efforts between patients, insurance companies, medical facilities and Medicaid/Medicare representatives

Responsible for posting payments and updating account records accordingly

Strong emphasis on customer service and account resolution

Responsible for Medicaid/Medicare Account research and resolution

Awards: Recipient a Star Awards, for providing excellent customer service to Humana first Virtual New Hire team.

Education

2016 -4/2016 Alia Healthcare completed nurse aide training graduated top of my class

2014-2015 Antonelli College 18 months of a License Practitioner Nursing program

1996-1997 Cincinnati Job Corps received certificate for carpentry

Volunteer work

I am a frequent volunteer at Roberts Paideia Academy to help with the reading and tutoring programs, facilitating a domestic violence program for young men and women for the school and community also help serve students breakfast three times a week.

For the past 4 years I have been a Caregiver to my grandmother by preparing healthy meals and properly caring for her home and wellbeing.

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