Customer Service Representative
Resume:
Shameka Williams
CUSTOMER SERVICE REPRESENTATIVE
Houston, TX 77053
********@*****.***
My goal is to become associated with a company where I can utilize my skills, and gain further experience while enhancing the company's productivity and reputation. Authorized to work in the US for any employer
Work Experience
Patient Billing Representative
GetixHealth - Sugar Land, TX
May 2021 to October 2022
I received inbound calls from Quest Diagnostics patients. I resolved billing issues ranging from insurance claim denials, appeals, and applying adjustments to patient's accounts. I also processed payments and set up payment plans. I processed financial assistance applications. Most calls required me to place the accounts on hold for at least 30 days to allow an adequate amount of time to resolve the patients billing issue. There were various hold codes used for different situations. the I would receive calls from Physicians' offices and add diagnosis codes to claims to appeal denials. I would also schedule appointments, send and receive faxes, emails to clients and patients. Some appeals required me to issue refunds to patients. This position required me to use multiple applications and systems to locate requisitions and lab orders. Multi- tasking is a must. I would also confirm prior authorizations that have been approved by the patient's insurance carriers and apply the needed changes to the claims for resubmission due to denials. I would also use Real time eligibility system to verify a patient's insurance coverage and manually submit claims for patients whose insurance information was not listed on the original claim. I have appealed claims for Medicare, and Medicaid recipients as well. I also completed bill type transfers depending on the type of coverage the patient had on the Date of service. Although this was a fast paced position with high call volumes, I was able to deliver quality service to each patient that needed assistance. Care Provider
Abet Life Inc - Sugar Land, TX
November 2019 to April 2022
My duties would vary depending on the needs of my Patient. Most duties would include assisting the patient with their daily needs such as Bathing and grooming, cooking meals, cleaning and laundry. At times I would meal prep to make things easier for next shift. I would administer their daily medication if needed as well as assist the patients with their Physical therapy. I would sometimes have to schedule appointments for patients. Some patients required me to go shopping for their groceries and pick up prescriptions from their pharmacy. Keeping my patient as comfortable and happy as possible by demonstrating empathy and compassion was a must, Therefore I was able to establish a very good rapport with my patients. Covid made this slightly more complex, however I managed to fulfill the needs of each of my patients safely. Each patient was treated as if they were family. Customer Service Representative
Conduent - Houston, TX
September 2019 to April 2021
I answered inbound calls from customers experiencing technical issues on their iPhone, iPad, Mac Computers.
I would troubleshoot the devices to isolate the issue to be either software or hardware. I would correct the issue while educating the customer on the steps taken so that the would become familiar with the process just in case the issue happened again. If I were unable to solve the issue over the phone I would set up service for the device based on the type of coverage the device has. Service was also set from the preference of the customer. Service types were Carry In - This is when a customer goes into an Apple Store or an Apple Authorized Service Provider for repairs or replacement
Mail In Service and express replacement.
• Assisted customers with a warm and professional attitude
• Assisted customers with questions
• Assisted with technical support duties
• Handled billing issues and order inquiries
Customer Service Associate
Teleperformance - Houston, TX
August 2018 to August 2019
I receive inbound calls from Apple customers that are experiencing account or billing issues with iTunes Store or their Apple Id accounts. My job duties are to acknowledge their issue and resolve it promptly by troubleshooting, probing, and showing empathy. Based on my STAT Metrics, I was quickly promoted to a mentor after 3 months of employment. I gained a role of leadership by assisting new hires by floor walking and coaching them during nesting. After 6 months of employment I was promoted to iTunes+. This was a new department that offered troubleshooting and scheduling repairs and/or replacements to all Apple and iOS devices experiencing Hardware or Software issues. Technical Support Representative
Conduent - Houston, TX
April 2017 to April 2018
I received inbound calls from Cox cable customers that were experiencing technical difficulties. I corrected the problem over the phone or scheduled a technician to come to the customers home and fix the issue. I also collected customer payments over the phone, and created work orders for customers looking to have services installed.
Inbound Customer Service Representative
Sutherland Global Logistics - Houston, TX
December 2015 to April 2017
The program was put in place so that Veterans could receive medical care outside of their VA clinic within 30 days, using their Veteran Benefits. Due to the delay in medical care most Veterans experience at their VA hospital, their Physician would refer the Veterans to our program. I would receive the call and start the process of enrollment and getting an appointment scheduled. Patient Provider
VICTORY HOME HEALTH - Houston, TX
January 2011 to January 2017
My duties would vary depending on the needs of my Patient. Most duties would include assisting the patient with their daily needs such as Bathing and grooming, cooking meals, cleaning and laundry. I would administer their daily medication if needed as well as assist the patients with their Physical therapy. Keeping my patient as comfortable and happy as possible by demonstrating empathy and compassion was a must, Therefore I was able to establish a very good rapport with my patients as well. CAFETERIA SPECIALIST
Fort Bend Independent School District - Sugar Land, TX August 2013 to December 2015
I rotated duties in the School Cafeteria's Kitchen. My duties included Preparing and Serving Breakfast and Lunch to the students of Fort Bend ISD schools. I completed hourly logs containing the time and temperatures of the food I was responsible for preparing. I served the students as well giving adequate portions required per child. I also worked on the cash register, I completed student accounts as they are required to enter an account number for each meal they receive. For students with lunch accounts I assisted them in adding money to their accounts balance. I rang up orders for students who didn't have accounts and paid with cash as well as recording my daily inventory. Shift Leader
Papa John's
2008 to 2013
I was the closing shift manager. I was responsible for the closing crews' productivity. I made sure customers were satisfied with and orders were delivered on time with quality. I monitored the stores productivity and service times making sure that my numbers remained accurate. I demonstrated excellent customer service while I took orders by phone and in store. I oversaw all profits being recorded and deposited every night and the drivers tip pay outs. I completed nightly inventory, then recorded the data into the computer. I assigned the closing staff with nightly duties to assure that the store was clean and prepped for the morning crew. I was responsible for closing and securing the store. Education
CENTRAL TEXAS PHLEBOTOMY INSTITUTE
May 2014
HIGH SCHOOL DIPLOMA in General Studies
STANBERRY HIGH SCHOOL
May 2006
Skills
• 40 WPM (10+ years)
• DATA ENTRY (5 years)
• PROFESSIONAL TELEPHONE ETIQUETTE (10+ years)
• HEALTHCARE (8 years)
• INTERNET EXPLORER (10+ years)
• Customer Service
• Call Center
• Tech Support
• Help Desk
• iOS
• Microsoft Windows
• Software Troubleshooting
• Microsoft Office
• Word Processing
• Microsoft Excel
• Computer literacy
• English
• Operating Systems
• Computer Networking
• Troubleshooting
Certifications and Licenses
Certified Phlebotomy Technician (CPT)
May 2014 to Present
Driver's License
Additional Information
Skills & Abilities
COMMUNICATION
• I am very well spoken and obtain the ability to pleasantly converse with people effectively. I demonstrate exceptional professional telephone etiquette as well. I am excellent at deescalating situations by showing empathy and making sure that the customer/patients' needs are met. I ask probing questions if needed so that there are no misunderstandings, and that he/she thoroughly understand any process that needs to be done.
LEADERSHIP
• I show leadership qualities naturally, I am a team player. I tend to make sure things are completed swift and accurately. If something needs to be done I make sure it gets done.
• I find it easy to find common ground with others without any confrontation because I am a good listener. I treat others with respect where as I expect that they do the same. I can be assertive in my workplace if needed so that goals are met.
• I am always deemed the problem solver, I always contribute positive reinforcement. Flexibile FLEXIBILITY
• I am open minded and adapt to things quickly. I am aware that the one thing constant in the world is change, therefore I am acceptant of it.
CREATIVE
I find unique ways to solve problems by being resourceful. I believe that being creative increases efficiency.
COMPUTER LITERATE
I am familiar with Windows Systems Microsoft Office and One Note I can navigate my way with Internet Explorer.
I can type 40 WPM
Hard Skills
WORD PROCESSING
DATA ENTRY 40 WPM
HEALTHCARE
WRITING
ADMINISTRATION
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