Customer Experience and Data Entry Specialist

Education:

High School Diploma

Bowie High School

Work Experience:

VXI Global Solution KAISER Permanente January 2025 to June 2025

As a Customer Experience Advisor I would provide service information and resolve any emergency problem that the customer accounts may face with being accurate and efficient in a health insurance call center environment. Because when the member called in through incoming calls it was for either making a payment on their premium and to know how much they have to pay to meet their deductible and give the member the right information. Members who would call needed our help and also we had to be patient, and sympathize in their situation they are facing now. I was there to help the member. As a Customer Service we would help the member if they forgot their password, reset the passwords and also verify that we are talking to the person on the line as part of standard health insurance call center procedures.

MAXIMUS

Customer Service Representative Texas Department of Health Services AUGUST 2024 to DECEMBER 2024

As a CSR with Maximus I would provide members with their account either to update their personal information, address and so forth while handling incoming calls in a call center setting. As Customer Service we are there to listen to the customer and what their needs are to help them understand their health insurance, and benefits. As Customer Service with Maximus we are there to empathize if they are going through a hard time, and acknowledge that what they were going through can be fixed, and can vent when it is not your fault. As Customer Service we are there to help the customer and not avoid their questions and be accurate in providing the right answer, because we are there to educate the member about their health insurance.

TEEMA/

Data Entry Clerk Processor NOVEMBER 2023 to JAN 2024 CONDUENT

I understand that you worked at CONDUENT on a term job onsite where your primary responsibility was to enter data into the Toll Website provided by CONDUENT. Also, entering license plate information into the system, which was a data entry task that did not require any supervision. As a Data Entry You worked for 8 hours per day and did not take any incoming calls. Your role was specifically focused on data entry and making sure all cars were accounted

INDOTRONIX

ACCENTURE CUSTOMER SERVICE AUGUST 2023 TO OCTOBER 2023

I worked remotely to assist Maryland residents with their unemployment claims. This also involves taking calls from 50 to 100 people per day and verifying their information to help them access their benefits. To ensure compliance with HIPAA regulations, we followed a strict authentication process to confirm the caller's identity before providing any assistance. We also advised customers to submit all required documentation promptly to avoid delays. Throughout these interactions, we were sensitive to the challenges that our customers faced due to unemployment and strived to provide clear and helpful guidance.

MEDIX Temp Agency Evolve Health Care Services June 2023 to July 2023

At MEDIX Temp Agency I was hired for a Customer Service Care Specialist- Nurse Aide. While in training we would receive incoming calls from members who needed to speak with a nurse and assistance with either their bill, and talking to a nurse when a mother calls in that her son was bitten by ants that is what we will do. We would gather all the information about their name, date of birth, call back number, and the symptoms. In case the symptoms worsened, call 911 or go immediately to their nearest hospital.

Members would call in for their son that she was advised for her son to be given an injection for his health and the member was transferred to the nearest nurse in their Medical plan.

HGS HEALTHCARE LLC-

AETNA Insurance January 2023 to June 2023

CUSTOMER SERVICE REPRESENTATIVE

As a Customer Service Representative at HGS we would receive incoming phone calls in a health insurance call center from members who had issues with their medication being either too expensive or it was approved. Every medication that the member takes and prescribed by their doctor needs prior authorization for the medication can be released to the member. In cases where their medication was denied due to not being covered by the FDA. The medicine is not approved. They can do an appeal procedure so it can be approved all depending on the doctors. In case the medication was denied they had to wait 61 days to apply again for their medication to be covered, authorized by HGS, or ask for a tier exception. A tier exception is for members who can not pay for their medication. Empathize, and understand the member what they were going through without judging and listening while assisting them through incoming calls regarding their health insurance concerns.

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