Customer Service Representative

Perrie Lightsey

**** *** *** ***** ******** heights Md 20747, Unit 11, district heights, United States, 20747, 202-***-****, ***********@*******.***

Professional summary

Remote customer service representative with a keen ability to foresee and address client needs, ensuring exceptional service delivery. Possesses advanced communication skills and a strong commitment to enhancing customer satisfaction through innovative problem-solving. Eager to contribute to a dynamic team and drive forward-thinking customer service strategies. Employment history

Customer Service & Technical Support, Jun 2022 - 2025 Conduent, Washington D.C

Medical Billing Specialist, Jun 2020 - May 2022

ADDISON GROUP, Washington D.C

Help Desk Tier I, Dec 2016 - 2019

Reston Consulting Group, Washington DC

Skills

Dispatch, Team Collaboration, Customer Retention, Data Analysis, Conflict Resolution, Process Improvement, Remote Work, Time Management.

Provide friendly, professional support for billing inquiries, software issues, and technical concerns (e.g. password resets, browser errors, installation problems).

Actively listen to understand customer needs and deliver accurate guidance via phone, email, or Troubleshoot across multiple systems, using company knowledge base to resolve and escalate issues. Document cases thoroughly, tracking resolutions, follow-ups, and customer feedback. Identify recurring issues and collaborate with internal teams to suggest improvements in processes. Analyzed service delivery metrics to identify bottlenecks, leading to strategic adjustments and improved operational performance.

Fostered teamwork across departments to resolve client issues promptly, significantly elevating service quality and client trust. Prepare and submit claims to insurance companies (electronic and paper format) Verify patient insurance coverage and eligibility prior to services or billing Review and resolve claim rejections or denials, following up with insurers as needed Post payments and reconcile accounts with EOBs (Explanation of Benefits) Correct and resubmit denied or rejected claims after investigating root causes Ensure compliance with HIPAA and other federal/state billing regulations Communicate with patients regarding balances, billing inquiries, and insurance issues Maintain accurate records in electronic health records (EHR) or billing systems Processed medical claims efficiently, achieving timely reimbursements and enhancing cash flow for the practice. Implemented streamlined project management processes, leading to substantial improvements in project delivery timelines and client satisfaction.

Conducted comprehensive data analysis to identify operational inefficiencies, resulting in marked gains in resource allocation and cost savings.

Facilitated cross-departmental workshops to enhance communication, fostering a collaborative culture and improving overall project outcomes.

Developed a client feedback mechanism to gather insights, driving meaningful enhancements in service offerings and customer loyalty.

Resolved technical issues for clients, improving response times and contributing to a noticeable increase in customer satisfaction. Education

Associates, 2010 - 2024

PG Community college, Washington D.C

Graduated with honors, recognized for outstanding achievement

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