Cosmetologist/Barber - Self-Employed
(2022-01)
- Maintain an active client base while managing appointments, client records, and service needs.
- Generate repeat business through client retention and referrals.
Customer Service Representative - Highmark - Remote
(2024-06 - 2025-11)
- Guided members through insurance renewals and reviewed available plan rates and coverage options as policies approached expiration.
- Researched prescription costs and identified medication alternatives covered under members' insurance plans.
- Contacted members regarding past-due or expired coverage and documented account details for payment and coverage follow-up.
- Verified member information under HIPAA requirements before discussing insurance, coverage, medication, or account details.
Customer Service Specialist - VisionWorks - Remote
(2021-03 - 2023-10)
- Supported an average of 127 customers daily, researching orders and account information to resolve questions across phone, chat, and email.
- Met an 87+ call-per-day standard while working within a four-minute call target in a high-volume remote environment.
- Researched doctor-submitted orders using internal databases, Microsoft Excel, and company systems to identify and resolve order discrepancies.
- Earned a quarterly bonus for positive customer feedback and was selected for team lead responsibilities based on performance.
Customer Service Team Lead - MultiPlan - Hybrid
(2019-06 - 2021-01)
- Reviewed 40–50 itemized medical bills daily, comparing services provided against billed CPT codes before member out-of-pocket costs were finalized.
- Researched CPT codes and recommended lower-cost alternatives during provider negotiations, contributing to an average 17% weekly savings.
- Negotiated directly with physicians, surgeons, and provider representatives to reduce billed amounts and obtain revised bills when recommendations were accepted.
- Flagged questionable or additional billed codes for adjustment or denial and escalated unresolved cases for further review.
- Earned Employee of the Month multiple times, led the team in percentage-rate performance, and advanced into team lead responsibilities.
Customer Service Specialist - TSO Optical
(2017-02 - 2019-06)
- Supported 40+ customers daily through phone, email, and web chat while resolving account and service concerns.
- Maintained customer records and documented account activity in internal systems.
- Trained new employees on company systems, procedures, and customer service expectations.
