Customer Service Rep

Tanya Davis

United States 813-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Experienced customer service Rep with 12+ years or Related Experience within Customer Service and Account Management

TECHNICAL SUMMARY

O/S: Windows, MacOS

ITSM Platforms: Zendesk, Sabre, Apollo, Various Software Platforms

• Windows 95, 98, 3.1, XP, ME, Office 365, Rhumba, MS Excel, Outlook Express, MS

• Word, Lotus 123, Internet

Front/Back Office • Computer Skills • Data Entry • Customer Service • Call Center • Medical Office Skills • HIPPA • Electronic Medical GIS Management (EHR/EMR) • Telecommunication skills •Claims Support

Knowledge & Skills Areas

•Customer Support

•Compliance/SLA

•Virtual Sales

•Digital Chat

•KPIs

Global Distribution Systems (or CRMs)

PROFESSIONAL EXPERIENCE

Customer Service Rep, Maximus Federal 08/2021-04/2025 -

Handled Incoming Calls from Medicare Beneficiaries and Medical Providers regarding Coverage

Made changes regarding to Medicare Accts, Changed Plans, Explained Benefits

Issued Replacement Medicare Cards, Entitlement letters

Benefits, Medicare summary Notices (MSN)

Verified Coverage, HIPPA, and PHI with Federal Laws

Enrollments

Claims Adjudicator Rep, Image Net LLC. 01/2024- 05-2024 05/2024

Processed and determined Payments On Claims

LA Healthcare – Los Angeles Healthcare Claims

CMS Claims

Hospital Claims

Customer Service Rep, Maximus Federal -

Handled Incoming Calls from Medicare Beneficiaries and Medical Providers regarding Coverage

Made changes regarding to Medicare Accts, Changed Plans, Explained Benefits

Issued Replacement Medicare Cards, Entitlement

Benefits, Medicare summary Notices (MSN)

Verified Coverage, HIPPA, and PHI with Federal Laws

Tier 2 Customer Service Rep, PODS 10/2013 – 2019

Handled about 100+ calls a day from Customers all over the U.S Regarding Storage Containers

Responsible for answering billing questions, Collections.

Inquiries from customers regarding Height, and Depth of Storage Containers

Handled logistics, ETA for Deliveries

Provided Excellent Customer Service

Customer Service Travel Advisor, Carnival Cruises 02/2009 – 2013

Assisted an average of 45 customers each day with booking travel & provided recommendations for custom vacation getaways via chat support, inbound phone support and email support.

Escalated and managed customer issues related to account records, data input, access levels and adherence reports.

Achieved an average of 98% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating.

Escalated customer order issues to Tier 2 support to Inquiries from customers achieve quickest resolution and minimize wait times.

Performed upselling techniques to increase average order values across physical and online-ordered products purchased in store.

Achieved an average of 110% sales goal each quarter for the department and maintained a 97% customer satisfaction survey rating.

Responsible for answering billing questions, Collections.

Inquiries from customers regarding Height, and Depth of Storage Containers

CATION

The University of South Florida 12/2012

Associate of Arts in Communications: Public Relations and Interpersonal, Business Organizational

Certificate in Technical Support

Hialeah Miami Lakes Sr High School

06/1990

High School Diploma

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