Customer Service Support
Resume:
ELONA ZENON
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PROFESSIONAL SUMMARY
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.
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
WORK HISTORY
05/2025 - Current
Health Concierge
Aetna, CVS Health - Remote
• Handled more than 75 daily inbound calls from health plan customers.
• Answered incoming calls, scheduled appointments and filed medical records.
• Verified patient insurance eligibility and entered patient information into system. Provided information such as copay and premium details, pre-approval procedures and available products.
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Managed sensitive information with discretion, maintaining strict confidentiality in accordance with HIPAA regulations.
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• Resolved problems related to benefits, eligibility and claims. Los Angeles, CA 90043 323-***-**** **********@*********.*** WWW: Bold Profile 02/2023 - Current
Caregiver
IHSS In Home Support Services - Los Angeles, CA
• Assisted clients with activities of daily living, promoting independence and quality of life.
• Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
• Assisted with dressing guidance, grooming, meal preparation, and medication reminders. Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
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• Assisted patients with self-administered medications.
• Assisted clients with daily living needs to maintain self-esteem and general wellness.
• Built strong relationships with clients to deliver emotional support and companionship.
• Assisted with feeding and monitored intake to help patients achieve nutritional objectives. Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
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01/2024 - 03/2024
Senior Service Associate (Remote)
BC FORWARD/ Anthem - Indianapolis, IN
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 .
• Assisted customers with inquiries, resolving issues promptly for improved customer retention. 05/2023 - 10/2023
IT Specialist (Remote)
Marquee Staffing/Superior Press - Irvine, CA
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. 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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08/2022 - 03/2023
Broker Services (Remote)
BCforward /Anthem - Indianapolis, IN
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. 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. 11/2021 - 08/2022
Dental Claims Processor (Remote)
BCforward/Anthem - Indianapolis, IN
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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01/2015 - 05/2019
Medicare Member Service Rep
Molina Healthcare - Long Beach, CA
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns. 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. Followed up with customers about resolved issues to maintain high standards of customer service.
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EDUCATION
06/1993
Certification : Customer Service Management
Certificate in NAACP - Los Angeles, CA
06/1983
High School Diploma
Florence Crittenton - Pasadena, CA
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