Customer Service Representative

KESHIA J. WILSON

**** * **** ** ********** ***** 919-***-**** ***********@*****.***

SUMMARY

Thorough and detailed customer service expert with experience in call center environments. Highly skilled in conflict resolution and handling calls from irate customers. Recognized for teaching tragic to magic phrases classes to aid other CSRs ensure better handling of their calls.

KEY SKILLS

Strong management skills including the ability to lead, prioritize and assign tasks, and resolve conflicts

High functioning team building skills such as active listening, rapport building, and effective written and verbal communication

Knowledgeable in using billing applications and billing system implementations

Experienced in working with insurance providers on claims and benefits

Maintains detailed documentation of individual account activity such as correspondence and phone conversations

Ability to comply with confidentiality policies and health laws and regulations such as HIPPA

Software: Windows XP, Microsoft Word, Excel, PowerPoint, Access, Epic, Availity

Hardware: Avaya, Lynx

PROFESSIONAL EXPERIENCE

Oct 2018 – Current PFS Group - Morrisville, NC Customer Service Representative

●Manages incoming calls in a timely fashion while providing superior customer for medical coverage inquiries and claims and EOB on client accounts.

●Addresses hospital billing questions and concerns from clients and assists calls from insurance companies about patient coverages.

●Assisted clients about the details of their accounts in collection statuses.

Apr 2016 – Oct 2018 Xerox - Raleigh, NC Customer Service Representative

●Certified in claims resolving and claims research for non-payments.

●Educated customers on their benefits and eligibility.

●Assisted providers with precertification and referrals for members.

●Contacted providers for claims that had not yet been submitted.

Nov 2012 – Aug 2016 Xerox - Cary, NC Customer Service Representative

●Handled incoming calls for customer inquiries for prescription benefit coverage, claims, and pre-authorization information for pharmacists.

●Submitted prescription mail orders accurately.

July 2006 – Nov 2012 Walmart - Raleigh, NC Department Manager

●Delegated duties to the floor associates to keep an efficient flow throughout the store.

●Ordered merchandise to ensure that the items are fully stocked and organized merchandise on the sales floor to increase sales.

●Processed price changes to ensure that there are no price integrity issues.

●Assisted customers with concerns to ensure customer satisfaction.

Dec 2003 – July 2006 Walmart - Union, NJ Maintenance Supervisor

●Maintained the cleanliness and appearance of the floor and store.

●Responsible for stripping, waxing and buffing floors.

●Handled processing of ordering supplies and producing schedules for associates.

Aug 1997 – Nov 2003 Pitney Bowes - Norfolk, VA Supervisor

●Supervised a team of fifteen of customer service representatives and monitored their calls to ensure quality of service was being displayed consistently.

●Handled incoming calls for customer inquiries of business needs.

●Managed the specific collections details on customer’s accounts.

EDUCATION

July 2008 – Jan 2012

Business Management Everest University - Tampa, FL

Aug 1988 – May 1991

Business Management Shaw University – Raleigh, NC

CERTIFICATIONS

May 19, 2021 – Current

CRCS (Certified Revenue Cycle Specialist)

Nov 10, 2020 – Current

Epic (CEN Epic Resolute SBO Vendor Certification – HealthStream)

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