Customer Service Center

I’EASHA WOODS

San Antonio, TX 910-***-**** ******.*******@*****.***

Results-oriented individual with 5 years of proven success in Medical field customer service roles, poised to transition into a new role. Skilled in reviewing medical records, maintaining cleanliness to optimize revenue, enhance customer service, and bolster team productivity. Committed to modeling excellence, achieving results, fostering team morale, cultivating relationships, and shaping a brighter future. Seeking a collaborative environment where I can contribute my in-depth knowledge the Air Force Wounded Warrior (AFW2) Program, offering support and guidance to service members, ensuring they received the necessary resources and assistance for recovery and reintegration.

PROFESSIONAL EXPERIENCE

TOTAL FORCE SERVICE CENTER, RANDOLPH AIRFORCE BASE, TX JUNE 2023 TO CURRENT SERVICE CENTER PERSONNEL TECHNICIAN

• Maintains accurate records of customer interactions in the RightNow Technologies (RNT) database, documenting each call, email, and chat, and detailing the resolution process to ensure comprehensive and accessible records.

• Lead the hosting and planning of events and execution of annual conferences, managing budgets, schedules, and teams to deliver successful events that enhanced brand visibility and client engagement.

• Reviews and interprets complex government policies, providing clear guidance to teams and ensuring alignment with legal and regulatory standards.

• Provides key updates, insights, and recommendations to align team efforts and support strategic objectives during team briefings.

• Identifies customer needs and verified identities through a systematic approach, ensuring accurate service delivery and maintaining compliance with security protocols.

• Appropriately escalates unresolved cases to the business process owner as directed, ensuring timely resolution and maintaining operational efficiency.

WESTECH INTERNATIONAL, KILLEEN, TX FEBRUARY 2023 TO MAY 2023 MEDICAL DATA ENTRY OPERATOR

• Worked from various standardized source documents, ensuring accuracy and consistency in the application of guidelines and procedures across tasks and projects.

• Escalated and resolved issues such as erroneous items, incorrect codes, or missing information at the supervisory level, ensuring accuracy and compliance with operational standards.

• Ensure all tasks were completed accurately and consistently in line with established protocols.

• Assisted clients in planning and booking comprehensive travel arrangements, including flights, hotels, car rentals, and activities, ensuring a seamless and tailored travel experience.

• Demonstrated capacity to handle and resolve customer issues promptly and professionally, ensuring high levels of customer satisfaction and maintaining positive client relationships. W

IEASHA WOODS Page 2

HUMANA, FAYETTEVILLE, NC AUGUST 2021 TO JANUARY

2023 HEALTH INSURANCE REPRESENTATIVE

• Review CPT ICD-10 and modifier coding for accuracy; Process co-payment for scheduled appointment.

• Go over Critical Illness, Hospital indemnity, and accidental death and dismemberment benefits and the percentage paid out per claim.

• Ensure claims are paid and properly balanced while following up with payment denials and claim rejections.

• Answer questions from provider and consumer complaints effectively, resulting in successful resolutions and satisfied clients.

• Demonstrated adeptness in de-escalating challenging customer concerns, maintaining a calm and friendly demeanor to restore confidence and trust.

• Employed probing questions to assess customer needs accurately and efficiently inputted relevant information into electronic systems, streamlining processes and improving service delivery. WALMART, FAYETTEVILLE, NC JANUARY 2019 -JULY

2021 CASHIER

• Executed daily recovery tasks to uphold cleanliness and organization, optimizing productivity and enhancing the overall shopping experience.

• Assisted customers in locating specific products, offering knowledgeable advice, and addressing inquiries to ensure customer satisfaction and informed purchasing decisions.

• Collaborated closely with front-end staff to provide seamless customer service and support, fostering a cohesive team environment focused on delivering exceptional service.

• Processed both cash and credit card payments, issuing receipts promptly and accurately managing financial transactions to uphold financial integrity.

• Utilized point-of-sale systems to scan merchandise accurately, calculate purchase totals, and facilitate efficient checkout processes.

EDUCATION AND CREDENTIALS

High School Diploma Seventy First High School, Fayetteville, NC Graduated: May 2014

GPA: 3.2

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