Customer Service Call Center

Veronica Leewaye

mommao$******@*****.*** 951-***-**** Orange, CA

OBJECTIVE

Dedicated Customer Service Representa4ve seeking full-4me posi4on in Southern California. Proven history of providing excep4onal customer service through ac4ve listening and problem solving. Thrives in a fast-paced, dynamic environment with exper4se in providing high volume customer support. Excep4onal computer ap4tude and telephone e4queEe. Strong management skills. SKILLS

• Awarded for customer service skills

• Skilled in call center opera4ons

• Mul4-line phone opera4on

• Excep4onal workflow management

• Dedicated to process improvement

• Healthcare experience with

knowledge of insurance plans

• CommiEed to maintaining data

integrity

• Customer interface exper4se

EXPERIENCE

DentalXChange 02/2022 to 06/2023

Customer Service RepresentaGve

• Answered incoming calls and provided excep4onal customer service in a fast-paced customer service call center.

• Assisted customers with resolving soJware issues related to dental soJware and clearing house opera4ons.

• U4lized remote access tools to troubleshoot and correct soJware issues on clients' computers.

• Escalated complex soJware issues to Support 2 team for further assistance and resolu4on.

• Provided prompt and helpful assistance to customers through incoming chats, ensuring their inquiries were addressed effec4vely.

Primary Provider Management Co. 05/2019 to 01/2022 Customer Service Advocate

• Assisted medical providers and third-party billing companies with ques4ons regarding medical claims, authoriza4ons, and benefits.

• Managed a high volume of customer accounts, averaging 40-50 calls per day.

• Oversaw 3 customer markets across the US: Hawaii, Ohio, and Texas.

• Deescalated upset customers using empathy and reflec4ve listening.

• Specialized in Medicare replacement plans for senior ci4zens. Med-XM 10/2018 to 12/2018

Call Center RepresentaGve

• Addressed customer service inquiries in a 4mely and accurate fashion.

• Always maintained up to date records.

• Demonstrated mastery of customer service call script within specified 4me frames. Scan Health Plan 01/2017 to 02/2018

Member Service Advocate

• Effec4vely managed a high-volume of inbound member calls.

• Addressed and resolved member inquiries and grievances with empathy and professionalism.

• Gathered and verified all required member informa4on.

• Accurately documented, researched, and resolved members issues.

• Verified HIPAA and well-versed in Medicare Managed Healthcare. Med XM 10/2016 to 12/2016

Customer Service RepresentaGve/Scheduler

• Addressed customer service inquiries in a 4mely and accurate fashion.

• Scheduled and set up appointments and in-home visits for customers.

• Demonstrated mastery of customer service call script within specified 4me frames

• Provided accurate and appropriate informa4on in response to customer inquiries. Working SoluGons 02/2016 to 09/2016

Independent Agent

• Customer Service Online for Academy Sports and Outdoors.

• Managed customer ques4ons and complaints, direc4ng specific ques4ons to the appropriate department.

• Placed orders for customers and checked product inventory.

• Called stores for customers, successfully managing a high-volume of inbound calls. West Coast Dermatology Billers 10/2009 to 10/2014

Dermatology Billing / Customer Service

• Answered incoming calls and took payments over the phone.

• Answered ques4ons regarding pa4ent EOBs and pulled EOBs for claims.

• Handled customer complaints, gathered and verified all required informa4on for tracking purposes.

• Worked on claims to insurance companies.

Financial Title Company 06/2005 to 05/2007

Customer Service Supervisor

• Developed effec4ve rela4onships with all call center departments through clear communica4on.

• Worked with upper management to ensure appropriate changes were made to improve customer sa4sfac4on.

• Built customer loyalty by placing follow-up calls to customers who reported product issues.

• Made reasonable procedure excep4ons to accommodate unusual customer requests.

• Provided accurate, appropriate, and 4mely informa4on in response to customer inquiries.

• Properly directed inbound calls in phone queues to improve call flow.

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