Customer Service Relations

Leneshia V. Burleson

*** *. ***** **. ******, TX 75115

Cell: 469-***-****

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

OBJECTIVE:

To attain a challenging customer relations position that will enable me to use my extensive customer service experience and strong organizational skills.

PROFESSIONAL SKILLS:

Communication

Problem - Solving

Time Management

Computer Skills

Multitasking 2-3 chat messages

at once through multi-screens

Volunteer February 2024 - Present

Assist an organization by providing volunteer labor for a variety of tasks in education,, food pantries, church organizations, family friends gathering, food, and home meet and greet.

CornerStone Staffing/CareMetx December 2024 - February 2025 Benefits Verification Specialist

Contacts insurance companies to verify patient coverage and manage benefit enrollment. Ensure that the patient has the correct information about their benefits coverage. Oversee benefits programs, serve as the main point of contact for employees about benefits, coordinate open enrollment, prepare and submit reports, maintain benefits documentation, resolve claims and discrepancies,and conduct benefits audits

RemX July 2022 - January 2024

Assured Benefits Administrators Representative / McKesson Representative 1 Claim examiners evaluate insurance claims to determine whether they are valid and how much compensation should be paid to the policyholder or employer etc. Work with medication that is prescription by a specialist doctor with or without referral and provide all insurance information to members and all insurance companies with HIPAA disclosures. All done through inbound, outbound calls, and multitasking 2-3 chat messages at once through multi-screens. March 2021- June 2022

Baylor Scott&White Health

Contact Center Specialist 1

Responds to, and resolves routine inquiries, complaints and concerns through inbound phone calls, emails, electronic requests, and multitasking over 4 chat messages at once through multi-screens. Ensures a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution.

Provides accurate,valid and complete information to customers by using the right methods and tools. Identifies emergent health situations based on caller information and coordinates immediate triage. Works collaboratively with providers,clinical staff and other departments to ensure patients needs are met. Responsible for calming upset customers by providing a composed and professional demeanor,identifies and escalates priority issues for resolution.

Documents all customer contacts and accurately processes various documents to ensure optimal service. Accurately schedules, prepares and communicates appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, preparation testing, and optimal reimbursement, in accordance with system and operating guidelines. May be required to ensure accurate creation of new accounts in the electronic medical record system, avoiding the creation of duplicate accounts, and verifying insurance coverage.

State Farm May 2012 - August 2014

Claims Adjuster

Investigate, analyze, and determine the extent of insurance company’s liability concerning personal, casualty, on property loss on damages, and attempt to effect settlement with claimants and one on customer service. Pinnacle Staffing/ Bank of America July 2010 - April 2012 Mortgage Closer

The Closer will be responsible for closing and funding residential loans according to established guidelines and procedures. This will include assisting in preparing mortgage closing documents, clearing conditions, funding loans, balancing loan accounts, packaging loans for Post-Closing, and retrieving final documents.

Underwriter for MHA

Duties include working with homeowners to collect all documentation needed to set their new loan MOD which may be in foreclosure or want a short sale for their home and making sure to follow Fannie Mae and Freddie Mac guidelines which include Communication loan decisions to customers. Determine eligibility of borrowers based on credit findings. Interacts with loan consultants to ensure that the customer is receiving superior service and the best product available. Maintains a firm knowledge of automated underwriting systems. Make underwriting decisions based on strict company and government guidelines. Responds to customer inquiries relative to declination reasons according to federal regulatory guidelines. Reviews credit packages that fall outside of the automated underwriting parameters. Reviews loan applications submitted by borrowers and makes credit decisions based on lender criteria. Underwrites government/conventional files and clears conditions. Works with underwriting assistants and account executives. Additional responsibilities as assigned by management and handling emails. Mortgage Processor

To ensure the timely and accurate packaging of all loans originated by our loan officers. Gather information and take each file from pre-approval to closing. Input proper loan information into the system for processing. Responsible for ensuring that all loan documentation is complete accurate verified and complies with company policy. Verify loan documents including income credit appraisal and title insurance ultimately preparing application for submittal to underwriting. Review file documentation and make sure all items needed are requested. Order and coordinate loan documents. Meet crucial deadlines requested. Perform any additional duties/activities assigned by management. Aerotek Staffing/ AT&T February 2007 - June

2010 Account Management/Voice Order Management

Back office support for tech in field installing set top boxes, internet, and VOIP, working with tier 1,2, and 3 trouble shooting to ensure install is good and providing excellent customer service. Porting TN's and new TNs for U-Verse. AT&T Tech 2

Tech support for U-Verse TV, phone, and internet. Speaking with techs in the field and customers and QA for tech 2 to ensure that customers and outside tech where receiving excellent customer service. Allegiance / MCI World Com March 2005 - January 2008 Technical Support

Working with Housekeeping Alarms, ATM systems tech on site, and IP Address a unique string of numbers separated by periods that identifies each computer using the Internet Protocol to communicate over the network. References available upon request

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