Customer Service Leader with 15+ Years Experience

Tashia M. Rose

Email: ***********@*****.*** Cell 469-***-**** · Zip: 75126

Qualifications Summary

Highly dependable and detail-oriented Customer Service Professional with over fifteen years of customer service in various call-center operations within the cellular service, customer satisfaction, medical and credit industries.

Proficient with Microsoft Office Suite (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®).

Expertise in resolving customer service issues in a way that is easily understood

Proficient in documentation creation; very organized and task oriented.

Demonstrated ability to handle and resolve escalated customer service issues.

Professional Experience

Molina Healthcare

04/17/2023-12/15/2025

Customer Experience Representative II (Remote)

Providers service support to members and providers using one or more contact center communication channels and across multiple states and or products. To Include, but not limited to, phone, chat, email. Supporting our Medicaid, Medicare and or Marketplace business. Accurately document pertinent details related to member or provider inquiries. Demonstrate the ability to quickly build rapport and respond to members in an empathetic manner by identifying and exceeding the member expectations. Take personal responsibility and accountability by taking ownership of providing resolutions in real time or though timely follow up with the member or provider.

Evolent Health, Bedford, Tx

01/01/2018 to 01/12/2023

Team Lead

Supporting Supervisors and Members Reps to maintain and establish effective working relationships with clients.

Respond to member/provider/agent/broker inquiries via telephone regarding health insurance benefits, eligibility and claims.

Analyze problems and provide correct information and solutions

Communicate monthly messages to providers on a specific needs basis

Deal tactfully and empathetically with customers

Read, comprehend and verbalize processes and procedures to the organization and of the health insurance coverage.

Multi-task and pay close attention to detail

Assists with training new hires and existing staff

Assist with escalated calls and emails and provide coaching a resolution to the agent in a timely manner

Maintain a high-quality work environment so team members are motivated to perform at their highest level

Assisted with the implementation of new Market Place clients New Mexico Health Connection, True Health New Mexico, Empower and Premera Health.

Cicerone Health/Valence Health/CGI/Attero Staffing, Bedford, TX 07/2014 to 12/31/2018

Member Services Rep/Team Lead

Work with Billing representative’s customers, and other employees handling simple to complex billing issues and claims.

Establish a rapport with plan participants and providers to understand their needs, while providing appropriate solutions and efficient customer service

Assist providers with filing claims or faxing claims for patients

Assist members with their accounts and payment.

Assist member with setting up online accounts for payment portal

Helping members to understand their plans, EOB’s and claim process

Helping locate providers in the Network, First Health, Center Care and KYHC

Direct Care Net

EDUCATION

Center Senior High School, Kansas City, MO, Diploma awarded 06/1991

Everest College, Kansas City, Medical Billing & Coding 2010

Contact this candidate