Customer Service Agent
Resume:
Lakisha Lawson
Glendale AZ,*****
llawson*****gmail.com
***************@*****.***
SUMMARY
Highly respectable and hard-working Customer Service Representative with over ten years of experience in account management, claims and sales processing, and call-center operations within the shipping, inventory, and payment processing industries.
- Identifying customer needs and presenting appropriate company product and service offerings.
- Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.
- Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings. Expertise in resolving escalated customer service issues.
PROFESSIONAL EXPERIENCE
Western ExpressTrucking August 2022- Present
OTR CDL CLASS A
Drive and operate trucks.
Follow instructions; locate and read location and road maps.
Pre-inspect truck.
Pick up goods and materials, verify loads for accuracy, and deliver them as instructed.
Load and unload cargo.
Ryder’s March 2022 – June -2022
Dispatcher
Documentation.
Data entry.
Telephone.
Listening and verbal communication.
High energy level.
Dependability.
Multi-tasking.
Emotional control.
Triwest Healthcare Alliance/CONTRACT November 2021- March 2022
Claims Representative
• Utilizes various software applications in use at TriWest.
• Understands procedures and processes of the VA program.
• Performs claims research, including interpreting VA policies, investigating automated transactions, documenting outcomes, updating records and reporting accurately on research findings.
• Resolves incorrect claims processing, calls providers for Missing claims and medical documentation to resolve Veteran billing issues.
• Reviews authorizations to establish ancillary providers associated and obtain claims missing for payment.
• Answers inbound calls from Veterans and providers in a timely manner.
• Makes outbound calls to resolve Veteran billing issues.
.• Protects the privacy of health information of patients when using or disclosing Protected Health Information (PHI). PHI is any information about health status, or healthcare services that is linked to an individual.
DoorDash May 2021-October 2021
Customer Service Agent
• Open Doordash app and check orders to determine details and addresses for pick-up.
• Drive your vehicle to the restaurant and collect food and drinks as listed in the work order.
• Check packed orders to ensure the accuracy of the order.
• Call the customer if there is confusion in finding the address of the customer.
• Ensure that food orders are expedited by following up properly.
• Ensure that all safety and COVID-19 procedures are adhered to throughout delivery.
Freedom Mortgage January 2021 to April 2021
Customer Service Agent
Answering inbound and making outbound calls, responding to customer requests within set timeframes, and delivering an exceptional quality of service to every customer.
Providing information and knowledgeable assistance by pulling up loan information and providing customers with the information they need quickly and accurately.
Adhering to schedules, multitasking, meeting deadlines, and providing verbal and written responses to customers as required.
Working as part of a dedicated team to explain policies and procedures to customers and find great solutions to their inquiries in a seamless and positive way.
Blue Cross Blue Shield of Arizona August 2019 to December 2020
Member Concierge/Customer Service
•First point of contact between customers
•Answering member inquiries
•Identify, research, process, resolve and respond to customer inquiries and correspondence via telephone, written communication, and/or in person.
•Meet quality, quantity, and timeliness standards to achieve individual and department performance goals as defined within the department guidelines.
•Directing phone calls to the correct location
•Document and record facts regarding inquiries and correspondence by updating BCBSAZ files and system.
Charles Schwab (Contracts) February 2018 - August 2019
Retirement Services/Customer Service
•Process client requests to link / delink annuities from/to client brokerage accounts.
•Assist Client Advisors and assistants with IRA inquiries.
•Process Automated Customer Account Transfer System (ACATS) account movements and outgoing transfers.
•Cross-train and backup other positions as needed.
CVS Health May 2017 to August 2018
Senior Accounts Receivable Specialist
•Contacting customers by phone to reconcile account balances.
•Retrieving copies of invoices to send via fax or mail for account resolution.
•Documenting client communications in the receivables systems.
•Processing payments and following up on promised payments.
•Identifying, communicating, and escalating issues to management or appropriate leader.
EDUCATION
Carrington College
Completed March 2021
Certificate in Medical Billing and Coding
Completed September 2021
Associate of Science Degree in Health Studies
Competed August 2022
Commercial Driver's License
Class A
SKILLS
Proficient with Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) Proficient in OmniDx and Oasis, Salesforce, CCN claims, WPS, PC3 claims VA portal, Care Radius.
Commercial driver's license CLASS A
Endorsement- doubles and triples
OTR experience
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