LAKESHIA TERRELL

Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries.

Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, research and/or assists with priority inquiries and special projects as required by management.

Provides feedback to management regarding customer problems, questions and needs

Maintains all departmental productivity, quality, and timeliness standards.

• Educated customers about billing, payment processing and support policies and procedures.
• Coordinated with operations staff to resolve service problems and boost client satisfaction.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Utilized active listening skills to identify customer needs and provide appropriate solutions.
• Maintained up-to-date knowledge of product and service changes.

• Screened hospital patients to determine needs and eligibility for special government assistance
• Helped patients complete applications and coordinated submissions through approval to meet patients' personal requirements
• Connected patients with support resources to seek financial assistance
• Analyzed patient financial data to determine payment needs and eligibility for assistance.

• Performed intake and assessment for new applicants for financial and health care programs to determine eligibility for services
• Interviewed benefits recipients at specified intervals to certify eligibility for continuing benefits.

• Navigated multiple systems to identify source of issue
• Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
• Met and exceeded daily service quality and performance goals
• Provided key information to supervisors regarding customer issues or complaints.

• Resolved customer inquiries, complaints, and issues providing insightful solutions
• Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
• Addressed customer concerns and complaints and resolved issues promptly
• Offered products and services to meet customers' needs and goals.