Client Services & Operations Professional

Ashley Thomas

318-***-**** ***************@*****.*** Shreveport, La 71118

Profile

Detail-oriented professional with a strong background in customer service, operations management, and client support. Skilled in delivering high-quality service through non-phone-based channels including email, live chat, ticketing systems, and in-person assistance. Adept at building client relationships, managing business operations, coordinating projects, and creating effective digital engagement strategies. Known for problem-solving, adaptability, and commitment for achieving long-term organizational success. Experience

Insurance Verification Specialist

HealthPlanOne November 2023 – December 2025

Serve as the first point of contact for patients, assisting with appointment scheduling, inquiries, and general patient information. Verify insurance eligibility and assist patients with billing inquiries, ensuring accurate and timely information. Accurately input and update patient data into the electronic health record system. Educate patients on office procedures, services offered, and financial responsibilities. Collaborate with physicians, nurses, and administrative staff to coordinate patient care and ensure smooth office operations. Address patient concerns with empathy and professionalism, escalating issues to management as needed.

Remote Medicare Claims Representative

Spherion October 2022 –November 2023

Assisted Medicare beneficiaries with enrollment, claims inquiries, and status updates on Medicare coverage. Provided detailed information on Medicare Part A, B, C, and D, including benefits, eligibility, and costs. Processed Medicare applications, claims, and appeals, ensuring timely and accurate completion. Resolved customer complaints and concerns, maintaining a high level of customer satisfaction. Collaborated with internal teams to ensure accurate claim processing and resolution of complex inquiries. Adhered to HIPAA regulations, maintaining confidentiality of sensitive health and financial data. Maintain a high call volume while ensuring compliance with medicare guidelines. Insurance Verification Specialist

Axis September 2020 – October 2022

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Direct management of claims including the investigation, analysis and evaluation of coverage liability and damages, within best practices Providing technical advice, training and guidance to direct reports and TPA/Contractor adjusters including strategic direction. Recruiting, hiring and retaining top talent and developing appropriate succession plans. Reviewing claims to determine nature of loss, coverage provided, and scope of claim and to guide strategies for direction regarding settlement/disposition of claims. new employment laws and workplace confidence and morale building techniques. Customer Support Advisor

Working Solutions June 2018 – September 2020

Perform order entry at both sales invoicing level and request products from supplying plants. Notify customers of potential backorders, credit issues, order availability, and any other information regarding orders. Act as a liaison between sales centers in a plant department, gather the necessary information and respond appropriately.

Call Center Representative

Resonance CX Partners January 2015- June 2018

Create client engagement through outbound prospecting calls for business clients via phone, email, and chat. Identify customer needs and recommend appropriate products or services. Guide prospects through the sales process, from an initial inquiry about closing the sale. Maintain a deep understanding of the company's products and services. Collaborate with marketing and customer service teams to ensure a seamless customer experience. Track and manage leads in the CRM system, ensuring accurate data entry and follow-up. Meet or exceed monthly sales targets and performance metrics. Provide feedback to the product and marketing teams based on customer interactions.

Customer Service Representative

US Support July 2011 – January 2015

Provided client support via email, live chat, and online ticketing systems. Managed customer inquiries, issue resolution, and follow-ups without phone interaction. Coordinated client projects, vendor communications, and administrative operations. Trained and mentored staff to improve service standards. Assisted clients with problem resolution through non-phone interactions when possible. Education

Hamilton Terrance High School

May 2011

High School Diploma

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Skills & Abilities

Communication, Critical Thinking, Medical Terminology, Problem Solving, Empathy, Sales Techniques, Active Listening, Multitasking, Microsoft PowerPoint, Microsoft Excel, Customer service Management, Windows, Typing, Technical support, Microsoft Word, Microsoft Office, Communication skills, Data Entry, Insurance Verification, HIPPA

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