Customer Service Representative

SHALA LEWIS

Newport, MI

*********@*****.***

734-***-****

Professional Summary

BPO Customer Service Representative with 6 years of experience in enhancing customer satisfaction and streamlining processes.

Demonstrates strong problem-solving and time management skills, effectively reducing response times and improving eff iciency in customer interactions. Committed to leveraging expertise in customer service to drive loyalty and retention in future roles. Work Experience

BPO Customer Service Representative

Fidelity and guarantee life-Lincoln, NE

January 2024 to January 2025

Delivered exceptional customer support by resolving inquiries promptly, enhancing customer satisfaction and loyalty.

Streamlined call handling processes, reducing average response time and increasing eff iciency in customer interactions.

Resolved customer inquiries eff iciently, leading to noticeable gains in customer satisfaction and retention rates.

Claims Representative

Wayne County roads commission-Romulus, MI

May 2022 to December 2024

Managed claims processing, ensuring timely resolutions that enhanced customer satisfaction and reduced backlog.

Reviewed claims documentation for accuracy, identifying discrepancies that led to improved claim approval rates.

Worked closely with insurance adjusters to assess claims, fostering effective communication and expedient decision-making.

Billing Representative

Henry Ford Health-Livonia, MI

March 2019 to October 2022

(Remote)

Processed billing inquiries eff iciently, ensuring accurate claims submission and minimizing payment delays for a smoother revenue cycle.

Collaborated with healthcare providers to resolve billing discrepancies, enhancing relationships and fostering trust with stakeholders.

Maintained comprehensive records of billing transactions, ensuring compliance with regulatory standards and safeguarding f inancial integrity.

Education

Frank Cody Highschool - Detroit, MI

September 2005 to June 2009

Skills

• FileNet

• Faxcom

• TruCare

• Customer Service (Expert), Time Management (Experienced), Problem Solving (Experienced).

• Salesforce

• Medical records

• Behavioral health

• Appeals and Denials

• Microsoft teams

• Medicare

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