Customer Service Data Entry

Tonya Alonzo **** Tidewater Dr. ~ Houston, TX. ***45

Cellular 832-***-****

Summary

Highly qualified and results-driven professional with 10+ years’ Customer Service and claims experience. A quick, versatile learner with exceptional time management skills. A self-motivated innovator with a record of success in troubleshooting and problem resolution. I am currently seeking a position that offers growth opportunities and allows me to utilize and enhance my skills. Experience

UnitedHealth Care, Houston, TX June 2016 to Present Relationship Specialist/Helpline Team Lead

Conduct research of calls that were defined as poor experiences through the post call United Experience Survey (UES) or the Consumer Net Promoter Score (CNPS) Survey. Use the Inner Closed Loop process to identify opportunities to restore consumer trust in our brand. The process consists of identifying dissatisfied survey respondents, researching the survey, outreaching to the survey respondent to resolve issues, documenting the case work including dissatisfaction and root causes. Share results from the follow-up with Business to improve processes. Partner with stakeholders to handle issues and escalated cases with urgency. Partner with Consumer Experience team to identify trends and opportunities to improve customer experience. Assist with the helpline by answering calls from Customer Service agents when they have questions or need help with a client’s account. Aid with researching claims, benefits, eligibility and complex issues. Take escalated calls when needed and manage through to resolution. UnitedHealth Care, Houston, TX May 2012 to Jun 2016 Customer Care Professional

Responded to complex customer calls and assisted with customer inquiries and problems. Provided claim support by reviewing, researching, investigating, negotiating, processing and adjusting claims. Resolved payment and billing issues. Analyzed and identified trends and provided reports as necessary. Consistently met established productivity, schedule adherence and quality standards. I received a promotion to a Relationship Specialist.

Wall2Wall Communications, Stafford TX Mar 2010 to Aug 2011 Dispatcher/Receptionist

Scheduled and routed jobs for technicians daily. Data entry kept a daily log on spreadsheets of assigned jobs. Answered phones, filed, provided clerical support, assisted the Operations Manager and ran errands when needed.

Maxim Staffing Solution Houston, TX Sept 2008 to Feb 2009 Clinical Admin. Coord.

Processed prior authorization requests for Medicaid and Chip plans from vendors and healthcare providers, via phone and fax, while ensuring timely processing. Authorized medical procedures for patients based upon insurance coverage. Performed clerical duties such as data entry and making copies. Updated patient files within the allotted time frame. Addressed healthcare provider concerns relating to insurance coverage. Recorded all authorized activities on a medical log. Skills

• Strong organizational skills

• Ability to multitask

• Energetic work attitude

• Detail oriented

• Microsoft Word, Excel, PowerPoint, Outlook, PeopleSoft

• Type 60 WPM with accuracy

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