Customer Service Representative

LATOSHA GOOCH

Greenwood, Mississippi *****

662-***-**** - **************@****.***

PROFESSIONAL SUMMARY

Successful Customer Service Professional with 5 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

SKILLS

Appointment Scheduling

Healthcare regulations

Policy Interpretation

Verbal and written communication

Analytical Skills

Multitasking Abilities

Interpersonal Skills

Time Management

Reliability

Problem-solving abilities

Active Listening

Adaptability and Flexibility

WORK HISTORY

10/2022 to 02/2024 Customer Service Representative Humana

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Handled customer inquiries and suggestions courteously and professionally. 07/2021 to 10/2022 Benefit Verification Specialist Astound Broadband Powered by

Improved patient satisfaction by accurately verifying benefits and providing timely responses to inquiries.

Ensured compliance with HIPAA regulations during all aspects of the benefit verification process, protecting patient privacy.

Maintained up-to-date knowledge of insurance regulations, enabling accurate benefit verifications for various plans.

Provided exceptional customer service by addressing patient concerns regarding coverage and out-of-pocket expenses.

02/2020 to 07/2021 Provider Customer Service Representative Ehealth Insurance

Managed high call volume, providing prompt assistance to customers seeking help with their healthcare services.

Navigated complex databases and systems, retrieving accurate information to assist clients effectively.

Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Met customer call guidelines for service levels, handle time and productivity. EDUCATION

05/2000 High School Diploma

Greenwood High School - Greenwood, MS

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