Dedicated Customer Service Professional with 10 Years Experience

RACQUELL DALEY

Tamarac, FL *************@*****.*** 754-***-****

Dedicated Customer Service Professional with 10 years of experience delivering high-quality support in fast-paced environments. Skilled in resolving complex issues, managing high call volumes, and guiding members through benefits, claims, and online portals. Strong communicator with proven ability to improve customer satisfaction and ensure compliance with HIPAA and company policies. TECHNICAL SKILLS

CRM Systems: Salesforce, Zendesk, HubSpot, Freshdesk OMS NICE inContact RingCentral Microsoft Office Suite Cisco Google Workspace

SOFT SKILLS

Customer Support Claims Resolution Benefits Navigation Call Center Operations HIPAA Compliance Problem Solving Order Management Medical Terminology Data Entry EXPERIENCE

Client Experience Specialist Versant Health (Davis Vision), Remote Jan 2023 – Present

● Assisted members with vision benefits, claims, and provider lookup

● Guided members through portal registration, troubleshooting, and EOB reviews

● Handled high-volume inbound/outbound calls with consistent HIPAA compliance

● Submitted check inquiries, claim requests, and ID card/mail requests

● Coordinated with internal departments to resolve member issues Client Experience Coordinator Sitel Group – Costco.com Sep 2018 – Dec 2020

● Managed online orders, delivery coordination, and product tracking

● Processed returns, refunds, and promotions with accurate documentation

● Supported members in updating profiles and navigating the website

● Liaised with vendors and escalation teams to ensure timely resolutions Client Services Representative Global Response – Justice Oct 2017 – Jan 2018

● Provided assistance with online orders, product details, and promotions

● Coordinate with warehouses or carriers to resolve delayed or lost shipments

● Issue return labels and guide customers through the returns/exchange process

● Ensure compliance with return policies and escalate exceptions as needed Accounting Member Services Agent – Teleperformance – Molina Healthcare Apr 2016 – Jun 2017

● Processed insurance payments and claims in a high-volume call center

● Resolve inquiries related to insurance benefits, coverage, claims, and authorizations

● Educate clients on healthcare plans, policies, and available services

● Assist with scheduling appointments, updating personal information, and navigating portals

● Advised members on eligibility, appeals, and PCP changes EDUCATION

Certificate, Medical Assistant Forte Institute (formerly MedVance Institute), Oct 2012 High School Diploma Lauderhill High School, Dec 2011

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