Customer Service Data Entry

Imani Thomas

Houston, TX

******.*****@*****.*** +1-713-***-****

Dynamic Professional: Amplifying Customer Experiences, Streamlining Operations, and Driving Sales Success

Experienced professional offering a diverse background in customer service, insurance sales, and administrative support. Skilled in cold sales within a call center environment for Medicare Advantage plans, utilizing CRM tools to manage customer interactions and sales pipelines. Proficient in customer service operations, data entry, and telecommuting, focusing on insurance eligibility verification and claims processing. Demonstrated expertise as a liaison between provider offices and insurance payers, facilitating EDI enrollments and resolving claim/EOB rejections. Well-versed in handling multiple-line communications and conducting outbound calls for surveys on behalf of government agencies. Experienced in technical support roles, addressing cellular device issues, connectivity problems, and software management. Adept at inventory management, customer assistance, and financial handling in retail settings. Holds an Associate's degree in Medical Assistance and certifications in CMA (AAMA) and Life & Health Insurance. Proficient in various software applications, including CRM, QuickBooks, and Microsoft Office Suite. A detail-oriented professional with strong organizational skills, capable of managing high-volume environments and maintaining exceptional service standards. Committed to delivering excellence in customer satisfaction while contributing positively to organizational objectives.

Skill Areas: Customer Relationship Management (CRM) Systems Data Entry Efficiency Telecommunication Technologies Cold Calling Strategies Software Proficiency (e.g., CRM, QuickBooks) Technical Support Troubleshooting Inventory Management Systems Retail Operations Optimization Microsoft Office Suite Advanced Usage (Word, Excel, PowerPoint) Medical Billing Software Medical Coding (ICD-9, ICD-10) Proficiency HIPAA Compliance Standards Data Analysis Techniques Information Security Protocols Network Administration Basics Database Management Systems (DBMS)

PROFESSIONAL EXPERIENCE

e-Telequote Insurance, Houston, TX (Jul2023 - Present)

Licensed Insurance Agent

Conduct cold sales within a call center environment, specializing in Medicare Advantage plans.

Utilize CRM tools proficiently to manage customer interactions and sales pipeline, ensuring effective communication and follow-up.

Demonstrate solid telephonic sales skills to articulate plan benefits clearly and enroll customers in suitable insurance plans.

Employ proactive strategies to identify customer needs and offer tailored insurance solutions.

Collaborate with team members to optimize sales processes and achieve sales targets.

Stay updated with industry trends, regulations, and product knowledge to provide accurate information and guidance to customers.

Maintain high professionalism and compliance with company policies and regulatory requirements.

TriZetto, A Cognizant Company – Houston, TX (Jun2022 – Feb2023)

Customer Service Representative

Provided exemplary customer service, handling inquiries and resolving issues promptly and professionally.

Performed data entry tasks accurately and efficiently to maintain updated customer records and process transactions.

Worked remotely through telecommuting arrangements to ensure seamless customer support and service delivery.

Acted as a clearinghouse between provider offices and insurance payers, facilitating communication and transactions.

Managed EDI enrollments for provider offices, ensuring accurate and timely processing of electronic data interchange.

Liaised with insurance payers and clearinghouses to verify credentials and resolve discrepancies or issues.

Handled claim and EOB (Explanation of Benefits) rejections, investigating and resolving issues to ensure timely reimbursement.

Served as a liaison between providers and insurance payers, facilitating effective communication and collaboration to streamline processes and improve service delivery.

[Unspecified], Houston, TX (Nov2021 – Apr2022)

Benefits Specialist

Engaged in customer service responsibilities, addressing inquiries and resolving issues efficiently and courteously.

Performed data entry tasks with precision and accuracy to maintain up-to-date records and process transactions effectively.

Utilized telecommuting capabilities to work remotely, ensuring uninterrupted service delivery and support.

Managed multiple phone lines simultaneously, handling incoming calls and directing them to the appropriate departments or individuals.

Conducted benefit verification processes, confirming coverage details and eligibility criteria for customers.

Acted as a liaison between healthcare providers and patients, facilitating communication and ensuring clarity regarding benefits and coverage.

Wine.com – Houston, TX (Oct2021 – Jan2022)

Customer Service Representative

Conducted data entry tasks accurately and efficiently to maintain records and process orders.

Handled inbound customer calls, addressing inquiries and assisting with product selection, order status, and general questions.

Operated within a virtual call center environment, leveraging technology to engage with customers remotely and deliver high-quality service.

Demonstrated practical communication skills to ensure clear and concise interactions with customers.

Collaborated with team members to resolve customer issues promptly and maintain customer satisfaction.

Adapted to changing priorities and workload demands in a fast-paced environment to meet customer needs effectively.

Enjoy Technology - Houston, TX (Jun2021 – Sept2021)

Field Expert

Provided exemplary customer service, addressing inquiries and resolving issues related to Enjoy Technology's products and services.

Effectively managed multiple phone lines, handling incoming calls and customer inquiries efficiently.

Performed technical duties, including troubleshooting and fixing cellular device issues, connectivity problems, and software glitches.

Managed software applications and platforms, ensuring smooth operation and resolving any technical issues encountered by customers.

Facilitated inter-communications between customers and technical support teams, ensuring effective resolution of customer concerns.

Maintained up-to-date knowledge of product features, technical specifications, and troubleshooting techniques to provide accurate and helpful customer assistance.

ReconMR - Houston, TX (May2021 – Jun2021)

Customer Service Representative

Conducted outbound calls to citizens to gather data for miscellaneous surveys on behalf of government agencies.

Performed accurate data entry to record and organize customer information obtained during survey calls.

Administered customer service surveys, collecting feedback and insights to improve service quality and effectiveness.

Provided information on policies and services to customers, addressing inquiries and concerns clearly and informally.

Assisted customers with warmth and professionalism, fostering positive interactions and building rapport.

Addressed general questions and customer concerns, ensuring prompt and satisfactory resolutions.

Handled online orders and credit card transactions securely and efficiently, following established protocols and procedures.

Catherines - Houston, TX (Jul2014 – Aug2015)

Sales Associate (Managerial Position)

Managed inventory operations, including imports/exports from corporate stores and other locations, ensuring accurate tracking and stock levels.

Provided exceptional customer service by assisting women with fitting room selections and accommodating customers' health afflictions with sensitivity and professionalism.

Handled cash transactions, including opening and closing store registers and ensuring accurate reconciliation of funds.

Generated schedules and developed Year-to-Date (YTD) plans to optimize store operations and achieve sales targets.

Organized store layouts and merchandise displays to enhance customer experience and drive sales.

Managed incoming and outgoing phone calls, addressing customer inquiries, processing orders, and providing information about products and services.

Jason’s Deli (Sept2012 – May2013)

Cashier/ Customer Service

Greeted customers upon entry, providing a welcoming and positive atmosphere for dining.

Managed cash transactions, ensuring accuracy and integrity in handling money and processing payments.

Handled incoming and outgoing orders, managing customer requests promptly and accurately.

Facilitated deliveries, ensuring orders were fulfilled accurately and delivered to customers promptly.

Thrived in a fast-paced, high-volume environment, maintaining composure and efficiency during peak periods.

Organized workstations and dining areas, ensuring cleanliness and orderliness to enhance customer experience.

Provided phone servicing, addressed customer inquiries, processed orders, and provided information about menu items and services.

PROFESSIONAL DEVELOPMENT & CREDENTIALS

Associate's Degree, Medical Assistant Remington College-Houston Campus March 2018 - June 2019

High School Diploma Sharpstown International

1 Year College, Business Administration Texas State University-San Marcos

Training:

CMA (AAMA) February 2019 to September 2021

Certified Notary Public July 2023 to July 2028

Certified Notary Notarial Services

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