Desmomee Dyas
Menifee
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Customer Support Specialist
Magellan Health
Los Angeles
12.2024 - 05.2025
- Assisted customers with inquiries through phone and email communications.
- Provided product information to enhance customer understanding and satisfaction.
- Recorded customer interactions in the support ticketing system accurately.
- Collaborated with team members to resolve complex customer issues efficiently.
- Followed up on unresolved inquiries to ensure timely resolution for customers.
- Contributed to a positive team environment by supporting colleagues as needed.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Created detailed reports on customer feedback for management review.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Verified patient insurance information for accuracy and completeness.
- Collaborated with healthcare providers to resolve billing discrepancies.
- Communicated with patients regarding insurance benefits and billing inquiries.
- Assessed medical codes on patient records for accuracy.
- Compiled and maintained logs, and statistical or research records to locate requested health data.
- Verified patient information, such as demographics and insurance coverage, to ensure accuracy of claim submissions.
- Ensured compliance with HIPAA privacy regulations when handling sensitive patient information.
- Applied HIPAA privacy and security regulations while handling patient information.
- Reviewed account information to confirm patient and insurance information is accurate and complete.
Customer Service Representative
Allbirds
Los Angeles
10.2023 - 05.2024
- Assisted customers with inquiries and provided product information.
- Excelled in exceeding daily credit card application goals.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Provided top quality control and eliminated downtime to maximize revenue.
- Took special orders in person and over telephone, generating additional revenue every month.
- Strengthened customer retention by offering discount options.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Collected deposits or payments and arranged for billing.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Managed email distribution lists to ensure accurate targeting of audiences.
- Monitored inbox responses and escalated issues to relevant teams promptly.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Performed quality assurance checks on all outgoing emails before they were sent out.
- Provided technical support to customers experiencing difficulties with their emails or accounts.
Customer Service Representative
Kaiser Permanente
Corona
02.2021 - 06.2023
- Assisted customers with inquiries and provided product information.
- Educated healthcare professionals on product benefits and usage.
- Responded promptly to customer calls and emails regarding product issues and complaints.
- Ensured that all promotional activities complied with relevant regulations concerning advertising pharmaceuticals.
- Updated customer information in CRM database daily to document latest interactions and activity.
- Increased repeat business using great customer service, problem-solving and conflict resolution skills.
- Listened to customer needs to identify and recommend best products and services.
- Assisted patients in navigating healthcare services and insurance options.
- Managed scheduling for appointments and follow-up calls effectively.
- Coordinated with healthcare providers to resolve patient issues promptly.
- Ensured compliance with HIPAA regulations concerning patient privacy rights.
- Compiled reports on medical claims status, denials, appeals and other related topics.
- Educated patients on how to access online portals for scheduling appointments, making payments or viewing lab results.
- Performed data entry tasks in order to update patient accounts accurately.
- Identified discrepancies between invoices and claims forms submitted by providers and corrected them accordingly.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Coordinated scheduling of appointments across multiple departments to optimize patient care.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Provided top quality control and eliminated downtime to maximize revenue.
- Updated system with order specifics and customer details, preferences, and billing information.
Education
High School Diploma -
Eldorado High Schoool
Las Vegas, NV06-2008
Skills
- Customer relationship management
- Ticketing system management
- Product knowledge
- Medical coding
- HIPAA compliance
- Customer feedback analysis
- Conflict resolution
- Problem solving
- Attention to detail
- Effective communication
- Team collaboration
- Active listening
- Technical troubleshooting
- Decision-making
- Analytical thinking
- Call center experience
- Email communication
- Workflow management
- Empathy and patience
- Stress management
- Appointment scheduling
- Data entry
- Problem-solving
- Multitasking and organization
- Payment processing
- Issue follow up
- Verbal and written communication
- Email management
- Complaint handling
- Service desk team management
- System upgrades
- Tracking and documentation
Timeline
Customer Support Specialist
Magellan Health
12.2024 - 05.2025
Customer Service Representative
Allbirds
10.2023 - 05.2024
Customer Service Representative
Kaiser Permanente
02.2021 - 06.2023
High School Diploma -
Eldorado High Schoool