Service Representative Customer

Tasso A. Thomas

Atlanta, Georgia, United States ************@*****.*** 770-***-**** in/tasso-thomas-786627a0

SUMMARY

Detail-oriented and highly adaptable professional with over 8 years of experience supporting cross-functional teams in client services, claims management, quality assurance, and workflow operations. Proven ability to coordinate projects, manage deadlines, ensure compliance, and drive process improvements.

EXPERIENCE

Customer Service Representative I

Nelnet Inc. November 2023 - undefined, Remote / Atlanta, GA

• Accurately document updates and use internal systems to streamline communication.

• Enhanced customer satisfaction scores by 15% through effective problem-solving skills and swift resolution of inquiries, utilizing CRM software to track and address service issues promptly.

• Utilized project management software to orchestrate task assignments, leading to a 20% reduction in response times over three

Claims Adjuster

State Farm Insurance September 2021 - October 2023, Atlanta, GA

• Reviewed reports and documentation to assess incident details and outcomes.

• Negotiated settlements for over 500 claims annually, achieving a 95% customer satisfaction rate by ensuring fair compensation and adhering to regulatory guidelines.

Customer Service Representative

BDI / J&B Medical Supply November 2018 - September 2021, Atlanta, GA

• Maintained detailed ticket documentation and resolved inquiries professionally.

• Resolved over 100 customer inquiries weekly, achieving a satisfaction rate of 95% by utilizing CRM software to track and address client concerns effectively.

Data Claims Processor

Optum July 2017 – Sept 2018 - September 2018, Atlanta, GA

• Resolved discrepancies and communicated directly with beneficiaries.

• Analyzed and processed high-volume healthcare claims with 99% accuracy, employing data validation techniques and collaborating with cross departmental teams to ensure compliance with regulatory standards and optimize operational workflows.

Quality Analyst

UnitedHealth Care April 2016 - May 2017

• Supported process improvement initiatives and reduced team errors.

• Analyzed claims processing workflows and identified bottleneck areas, leading to a 25% improvement in processing efficiency and a 15% reduction in client complaints over six months.

Real-Time Analyst – Workforce Management

Apple/Intuit June 2015 – April 2016, Norcross, GA

• Generated performance reports and coordinated day-of-operations responses.

• Forecasted staffing needs efficiently using advanced tools and data analysis, leading to a 15% improvement in schedule adherence and optimized resource allocation.

EDUCATION

Masters of Business Administration

Georgia Southern University • Statesboro, GA • Jan 2011 – Dec 2013

Bachelor of Business Administration

University of North Alabama • Florence, AL • Jan 2007 – Dec 2009

SKILLS

ServiceNow Certified, Project Coordination, Client & Stakeholder Communication, Workflow Optimization, Quality Assurance

Process Improvement, Data Management & Reporting, Remote Team Collaboration, Deadline & Task Management

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