Customer Service Representative

Hilda Fuamatagi (Tani) Laurenson

Objective

Highly experienced professional customer service representative offering:

** ***** ********** ** * customer service representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Strategic-relationship/partnership-building skills – listens attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

Education

Patrick Henry High School - Graduated 1983

Professional Experience:

2018-2022- Gap due to family emergency and personal health

Sharp Healthcare, San Diego, CA 2016 – 2017

Customer Service Representative – Call Center

Extensive IDX electronic medical records experience

Handle incoming calls from members and providers regarding claims status, benefits and eligibility, PPO participation, etc -Maintain department established performance metrics at a meets or exceeds expectations level

Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence

Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider

Intervene with care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed

Assist customers in navigating Sharp healthcare websites and encourage and reassure them to become self-sufficient

Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member

Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues

Provide education and status on previously submitted pre-authorizations or pre-determination requests

Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance

SGS, Sony Inc., San Diego, CA 2014 - 2015

Receptionist

Meet and greet visitors

Direct visitors, employment applicants, salesperson and customer to appropriate location and parties.

Contributes to team effort by accomplishing related results as needed.

Issue visitor passes to guest

Gen-Probe Inc., San Diego, CA 2010-2014

Receptionist / Front Desk

Answering multiple phone lines and transferring to proper extensions.

Screening unsolicited sale calls.

Issuing escorted visitor badges and calling visitor’s escort.

Directing visitors where they need to go.

Assisting security with issuing vendor & temporary employee badges.

Assist HR Administrative with clerical work on spreadsheets

Prepare New Employee packets.

Tracking scheduled meetings and interviews.

Sheraton Four Points Hotel San Diego, CA 2006-2010

Accounting Manager / Assist to Controller

Account Receivable – Send out statements, follow up within 2-3 wks., verify credit check on direct billing vendors, input payments, process credit card payment electronically, monitor aging report, collections and handle all vendors discrepancy billing.

Account Payables – Process cash deposit daily for Armor pick-up, verify authorization invoices with proper signature, Input invoices into system with GL#, Audit Banks, and process check runs monthly.

Assist controller with daily revenue reports

Submit monthly inventory spreadsheet report for banquets, bar, restaurants, and housekeeping

Prepare managers expense report for approval.

Administration – data entry, file, 1099 end of year Audit.

Aetna Healthcare Arlington, TX 2003-2006

Customer Service II

Call Center Setting – high volume of calls, verified member benefits and eligibility.

Correspondence fax or email on a timely manner

Collections – letters mailed out over 30 days to 90 days then follow up collection phone call.

Create and maintained filing system for all claim documents

Request adjusted error on claims and responded to complaints.

Sheraton Four Points Hotel 2002-2003

Accounts Payables / Accounts Receivables

Assisted AR manager collecting payment on past due direct billing accounts.

Process invoices with proper GL codes, data entry into accounting system MAS 90 and prepare check runs monthly.

End of the year audit

Cashier – process deposit for pick up, and file.

Apria Healthcare, San Diego, CA 2001- 2002

Customer Service / Suspended Billing Department

Call center setting, high volume of calls, verified member benefits and eligibility.

Correspondence fax or email on a timely manner

Collections – Print out aging report with all suspended billing outbound calls and follow up.

Maintained filing system

California American Water Chula Vista, CA 1997-2001

Customer Service II

Call center setting, high volume of calls

Collections – Authorize water shut off for non payment

Process payments

Maintained discrepancies on water bill high or low.

Worked with field workers on projects with water mainline leak

Parsons Airgas Co. San Diego, CA 1994-1995

Purchaser / Buyer

Purchaser for 9 warehouses alphabets L-Z

Inventory warehouse supplies

Process credit card payments

Maintained delivery commitment time with shipping and receiving

Worked close with Store Managers with stock items.

Education

Patrick Henry High School - Graduated 1983

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