Customer Service Support

Los Angeles, CA ***** 323-***-**** **********@*********.***

ELONA ZENON

Professional service expert with comprehensive experience in customer support and client relations. Known for effectively addressing customer needs and ensuring operational efficiency. Strong focus on team collaboration and flexibility to adapt to changing priorities. Skilled in communication, problem-solving, and maintaining service excellence. Experienced with customer service management and team leadership. Utilizes problem- solving skills to resolve client issues effectively. Track record of maintaining high service standards and enhancing customer satisfaction.

PROFESSIONAL

SUMMARY

SKILLS ● Call center experience ● Inbound/Outbound Calls

● Remote office availability ● Problem-solving abilities

● Customer service expertise ● Medical terminology

● Claims processing ● Medical billing

● Policy adherence ● Empathy and patience

● Healthcare industry ● Insurance claims follow-up

● Multitasking and organization ● Microsoft office (Word, Excel, Outlook)

● CRM software ● Building rapport

● HIPAA compliance ● Insurance verification

SENIOR SERVICE ASSOCIATE (REMOTE) 01/2024 to 03/2024 BC FORWARD/ Anthem, Indianapolis, IN

IT SPECIALIST (REMOTE) 05/2023 to 10/2023

Marquee Staffing/Superior Press, Irvine, CA

WORK HISTORY

Responsible for providing administrative and telephonic support for department working on a data collection project in a fast paced environment in order to meet deadlines within the project.

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Making phone calls to provider offices, sending request packets, and following through until the requested information is obtained.

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Answered approximately 50-75 calls and emails per day to resolve questions and problems .

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Assisted customers with inquiries, resolving issues promptly for improved customer retention.

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Support onboarding, conversion to new remote deposit capture platforms, and general help inquiries through virtual install, testing and troubleshooting support.

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● Ensure all clients are using the latest software versions to support treasury programs. BROKER SERVICES (REMOTE) 08/2022 to 03/2023

BCforward /Anthem, Indianapolis, IN

DENTAL CLAIMS PROCESSOR (REMOTE) 11/2021 to 08/2022 BCforward/Anthem, Indianapolis, IN

MEDICARE MEMBER SERVICE REP 01/2015 to 05/2019

Molina Healthcare, Long Beach, CA

When system change happens, provide tutorials, walk-throughs, previews, and troubleshooting login and usage issues.

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Consolidate multiple brands to one platform with supporting hardware and system support. Provide newly acquired clients a personalized experience to reduce defections and close the feedback loop on escalations.

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Establishes and maintains a business relationship and works strategically with assigned brokers in achieving annual sales targets by state, region, and national.

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Maintains a strong market presence in assigned regions and supports other national brokers.

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Formulates and defines business development strategies for assigned brokers by states/regions to increase market penetration and grow the book of business.

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Works directly with national broker agency principals on general relationship building, sales strategy development, marketing tactics, and sales execution.

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Improved claim processing efficiency by accurately reviewing and analyzing dental claims for payment.

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Enhanced provider satisfaction with timely and accurate claim adjudication, ensuring prompt reimbursement.

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Reduced claim errors by diligently verifying patient eligibility and coverage details before processing.

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Kept detailed records of processed claims, allowing for easy retrieval if questions arose later down the line.

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Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.

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Maintained high-quality service by adhering to company policies and standards in all member interactions.

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Assisted members with account management, including updating personal information and setting up automated payments.

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Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.

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Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.

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Handled complaints with prompt, courteous service to uphold professional reputation.

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Followed up with customers about resolved issues to maintain high standards of customer service.

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Certificate in NAACP, Los Angeles, CA

Certification, Customer Service Management, 06/1993 EDUCATION

Florence Crittenton, Pasadena, CA

High School Diploma, 06/1983

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