Service Representative Call Center
Resume:
Diona Mcclain
California
*******.*******@*****.***
Experienced troubleshooting, proven problem solving skills, customer experience, and product knowledge.
Authorized to work in the US for any employer
Work Experience
Customer Service Representative
Health Net - Sacramento, CA
August 2022 to Present
Position Purpose:Respond to customer inquiries via telephone and written correspondence in a timely and appropriate manner. • Respond to telephone or written correspondence inquiries from members and/ or providers within established timeframes utilizing current reference materials and available resources
• Provide assistance to members and/or providers regarding website registration and navigation • Document all activities for quality and metrics reporting through the Customer Relationship Management
(CRM) application • Process written customer correspondence and provide the appropriate level of timely follow up • May coordinate member transportation and make referrals to other departments as appropriate • Maintain performance and quality standards based on established call center metrics including turn-around times • Foundation Care: • Ensure pharmacy orders and invoices are distributed appropriately to patients and physicians; input patient information into Customer Relationship Management application (CRM) and manage patient billing services • Research and identify any processing inaccuracies in claim payments and route to the appropriate site operations team for claim adjustment • Identify any trends related to incoming or outgoing calls that may provide policy or process improvements to support excellent customer service, quality improvement and call reduction
•Knowledge of EHR systems to assist providers
Certified Yoga Instructor
Sacramento, CA
June 2020 to Present
RYT/CYT 200 & 300
virtual online instructor
hatha, restorative, and vinyasa yoga training
CPR/AED recertification August 2021
In Home Caregiver
IHSS ADULT SERVICES PROGRAM - Sacramento County, CA January 2017 to Present
Travel and concierge, housekeeper, culinary services provided, billing and bookkeeping services, medication monitoring
Client Service Representative I - Call Center
Health Net - Rancho Cordova, CA
November 2017 to January 2019
High demand call center - inbound/outbound calls, email and chat personnel,quality assurance, explain medical benefits and services copayments, claims analyst, complex billing, processes premium and binder payments to establish active insurance, claims processing, adjudicator and filing, extensive inbound call center, HIPAA compliance officer and filing, files members appeals and grievances, assists members with language interpreter services
Personal Banker I
Wells Fargo - Sacramento, CA
January 2012 to April 2016
Sold banking and retail products to customers, managed customer portfolios, built client financial priority profiles, processed credit and loan solutions, met quarterly profits and goals, collect deposits or payments, disbursed cash, resolved customer complaints or public complaints, provided customer service
Education
High school diploma in Business Marketing
Sacramento City College - Sacramento, CA
Present
Skills
• Microsoft office (10+ years)
• Lotus Notes (3 years)
• Ten key (3 years)
• Bookkeeping (6 years)
• Account Management (5 years)
• Clerical (10+ years)
• Customer Relations (10+ years)
• Customer Service Skills (10+ years)
• Advertising (5 years)
• Marketing Communications (5 years)
• Inventory Management (5 years)
• Call Center (3 years)
• Customer Service (10+ years)
• Customer Care (10+ years)
• Customer Support (10+ years)
• Banking
• Quality Assurance
• HIPAA
• Microsoft Outlook
• Computer literacy
• Medical terminology
• Tutoring
• EHR systems (1 year)
Certifications and Licenses
CPR Certification
First Aid Certification
Assessments
Basic computer skills: PC — Familiar
June 2019
Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.
Full results: Familiar
Customer service — Proficient
September 2018
Measures a candidate's skill in evaluating approaches to customer service & satisfaction. Full results: Proficient
Sales fit — Proficient
December 2020
Measures the traits that are important for success in sales positions Full results: Proficient
Customer focus & orientation — Expert
May 2021
Responding to customer situations with sensitivity Full results: Expert
Call center customer service — Proficient
April 2021
Applying customer service skills in a call center setting Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Contact this candidate