Customer Service & Healthcare Support Professional

LASHONDA DIPASALEGNE

Richmond, VA 804-***-**** ***********@*****.***

LinkedIn: https://www.linkedin.com/in/lashonda-d-55b46133

CUSTOMER SERVICE REPRESENTATIVE HEALTHCARE MEMBER SUPPORT

PROFESSIONAL SUMMARY

Compassionate Customer Service Professional with 10+ years of experience supporting customers in healthcare, insurance, financial services, and remote contact center environments. Skilled in member services, benefits education, claims support, customer advocacy, inbound call handling, issue resolution, documentation, HIPAA compliance, account research, and first-call resolution. Experienced navigating multiple systems while delivering exceptional customer satisfaction and maintaining quality standards.

CORE SKILLS

Customer Service • Member Services • Healthcare Support • Benefits Education • Claims Support • Customer Advocacy • Inbound Call Center • First Call Resolution • Account Research • Documentation • HIPAA Compliance • Escalation Resolution • Customer Satisfaction • Active Listening • Empathy • Problem Solving • Data Entry • CRM Systems • Microsoft Office • Multi-System Navigation

PROFESSIONAL EXPERIENCE

Customer Service Representative – Wells Fargo Project (OneMCI) Remote

Jun 2025 – Present

Handle high-volume inbound customer calls regarding account maintenance, billing inquiries, account verification, and issue resolution.

Research customer concerns, document interactions, and provide accurate solutions.

Navigate multiple systems while maintaining compliance, quality, and productivity standards.

Customer Experience Analyst TELUS International Remote

May 2018 – Feb 2024

Reviewed customer-facing content and supported quality assurance initiatives.

Researched issues, documented findings, and ensured policy compliance.

Maintained high accuracy and productivity in a fast-paced remote environment.

Amazon Product Seller / E-Commerce Specialist Remote

Jan 2023 – Aug 2024

Managed customer inquiries, account maintenance, order fulfillment, and issue resolution.

Maintained accurate records and delivered customer-focused solutions.

Patient Access Representative VCU Health (MCV) Richmond, VA

Jan 2002 – Aug 2003

Performed patient registration and insurance verification.

Assisted patients with appointments, healthcare documentation, and account inquiries.

Maintained HIPAA compliance and confidentiality of patient information.

Home Educator / Household Operations Manager Richmond, VA

Jan 2003 – Present

Managed scheduling, documentation, recordkeeping, budgeting, and daily operations.

Demonstrated organization, communication, planning, and problem-solving skills.

TECHNICAL SKILLS

Salesforce, Zendesk, NICE, Citrix Desktop, Facets, Jiva, Workday, ADP, Outlook, Teams, Microsoft Word, Excel, PowerPoint, Google Workspace

EDUCATION

High School Homeschool Diploma, 1998

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