Sheneah Smith
Mesa
Summary
Dynamic customer service professional with extensive experience at Evolent Health, adept at resolving complaints and enhancing customer loyalty. Skilled in call center operations and complaint handling, demonstrating strong communication and empathy. Proven ability to manage sensitive information while ensuring compliance with regulations, fostering trust and satisfaction among clients.
Overview
10
10
years of professional experience
Work History
Provider Customer Service Representative
NIA Magellan/Evolent
03.2018 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Implemented effective problem-solving techniques, providing tailored solutions for individual customer concerns.
- Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
- Maintained thorough knowledge of insurance plan requirements, facilitating accurate and timely completion of authorization forms.
Customer Service Representative
Molina Health
01.2018 - 02.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Self-motivated, with a strong sense of personal responsibility.
ROI Specialist
Ciox Health Phoenix
07.2017 - 12.2017
- Mentored new hires within the ROI team, fostering a supportive learning environment that contributed to overall staff retention rates.
- Ensured compliance with HIPAA regulations by maintaining strict confidentiality in managing sensitive patient information.
- Provided comprehensive reports on key performance indicators to senior management for informed decision-making purposes.
- Managed high volume of medical record requests, effectively prioritizing tasks while maintaining accuracy and timeliness.
Reception Technician
CSL Plasma
10.2016 - 02.2017
- Registered new and current donors and conducted series of screening procedures to determine suitability for Plasma donations.
- Conducted basic screening procedures to verify compliance with donation criteria.
- Opened and updated files with current donor information.
- Maintained clean, neat and properly sterilized work area.
- Leveraged strong interpersonal skills to establish rapport with patients, fostering trust and comfort throughout their visit to the clinic.
Cashier
Portillos
04.2015 - 01.2016
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Education
No Degree - Phlebotomy
Pima Medical Institute
Mesa, AZ06-2017
High School Diploma -
Westwood High School
Mesa, AZ05-2015
Skills
- Call center experience
- Complaint handling
- De-escalation techniques
- Typing speed
- Remote work capabilities
- Email management
- Multitasking
- Money handling
- Phone etiquette
- Medical terminology
- Quality assurance
- Customer data confidentiality
Timeline
Provider Customer Service Representative
NIA Magellan/Evolent
03.2018 - Current
Customer Service Representative
Molina Health
01.2018 - 02.2018
ROI Specialist
Ciox Health Phoenix
07.2017 - 12.2017
Reception Technician
CSL Plasma
10.2016 - 02.2017
Cashier
Portillos
04.2015 - 01.2016
No Degree - Phlebotomy
Pima Medical Institute
High School Diploma -
Westwood High School
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