Professional Summary

Possesses the ability to provide remarkable growth, and development proving to be beneficial to your company. Highly motivated individual ready to work and succeed in every endeavor. A skilled technician with an extensive IT background. Analytical thinker who disassembles problems and not only solves them but prevents further mishaps. Leader, seeking to benefit a company with technical knowledge and strong leadership skills. Always setting self apart from peers by both attitude and action. Overachiever never resting until the mission is successfully completed. Possess followership, works well with others with vast amounts of experience, and personal capabilities. One that can learn from any opportunity, while maintaining and building upon the structured framework of the organization.

Core Competency Areas

Technology support

Data entry

Team management

Microsoft suite

Organizational skills

Multi-tasker

Trainer

Communication

Troubleshooting

Customer service/support

Self-starter

Work Experience

Customer Service Rep II, Kaiser Permanente 2023 – Current

•Reprocess denied, or missing information on medical claims

•Provides legal support by assembling documentation for settlement action.

•Provides billing inquire, premium amounts, and facility location.

•Help members with navigation with Kaiser Permanente website.

•Provides legal support by assembling documentation for settlement action.

•Ensures member have the best individual and family coverage.

•Maintains quality customer service by providing member with benefits and co-pay.

Customer Service Rep II, WPS Health Solutions 2022 - 2023

Analyzes insurance claims to prevent fraud.

Prepares reports by collecting, analyzing, and summarizing information.

Resolves claims by approving or denying documentation, calculating benefits due, and determining compensation settlement.

Ensures legal compliance by following company policies, procedures, and guidelines, as well as state and federal insurance regulations.

Maintains quality customer service by following customer services practices and responding to customer inquiries.

Provides legal support by assembling documentation for settlement action.

Protects operations by keeping claims information confidential.

Maintains a good relationship with insurance departments.

Reprocess denied, or missing information on medical claims

Technical Support Center Rep 4 Team Lead, Comcast 2018 - 2022

Delivers support to end-users using automated call distribution phone software, via remote connection or the Internet.

Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more.

Remain current with system information, changes, and updates.

Accurately processes and records call transactions using a computer and designated tracking software

IP's/ Escalations Team, Comcast 2009-2018

Initiated the escalation process in an organization based on the escalation criteria specified by the organization

Understanding of LAN/WAN internetworking, including protocol network architecture, development interoperability, and needs for proof of concept.

Researched cause of escalation to improve escalation procedures, and maintain compliance with regional and corporate policies

Connected escalated task with incident problem records, and identified suitable provider contacts

Help Desk, Comcast 2007-2009

Respond to requests for technical assistance in person, via phone, chat, or email

Diagnose and resolve technical hardware and software issues

Follow standard base line IT company procedures

Follow up with customers and users to ensure complete resolution of issues

Resolve technical problems with Local Area Networks and Wide Area Networks

Trainer's Assistant, Comcast 2005-2007

Evaluated employee’s performance and knowledge while providing feedback encouraging growth

Steered training programs to ensure employees were operating on the same bandwidth

Conducted surveys to gauge effectiveness of training

Attended education conferences and researched new teaching methods to appeal to all employees

Billing and Repair Agent, Comcast 2001-2005

Created, processed, and tracked customers’ orders.

Produced organized tracking process ensuring order were updated and none were neglected

Successfully deescalated conflicts with customers while offering patience and support

Effectively handled customer sensitive information to ensure confidentiality was not broken

Collaborated with third party institutions and coworkers to correct discrepancies within customers’ accounts.

Formal Education

High School Diploma – Tri-Cities High School

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