Carmen Newsome
Jackson
Summary
Resourceful Senior Assistant in Customer Support known for high productivity and efficient task completion. Skilled in conflict resolution and customer relationship management. Excel at communication, problem-solving, and adaptability, ensuring outstanding support experiences for customers. Thrive in fast-paced environments, leveraging teamwork and critical thinking skills to meet challenges head-on.
Overview
6
6
years of professional experience
Work History
Senior Assistant, Customer Support
Gainwell Technologies
Ridgeland
12.2024 - Current
- Respond to inbound calls from providers and members regarding Medicaid and healthcare inquiries
- Serve as the first tier of support for web portal navigation, including login and password assistance.
- Assist providers with medical claims
- Utilize information systems, including internal databases, Medicaid websites, and knowledge management tools to provide accurate information.
Call Center Customer Service Agent
Modivcare
04.2024 - 12.2024
- Answer inbound calls regarding member's medical transportation needs.
- Book reservations through LCAD system for members to go to their medical appointments, pharmacy stops, or any other life-sustaining appointments.
- Reach out to transportation providers to check on ETA of drivers.
- Ensure accurate trip data is input into our systems
Service Consultant
Progressive
07.2023 - 04.2024
- Making policy changes such as, adding/deleting drivers or vehicles.
- Documented payment details and personal information on customer accounts.
- Educated clients on coverage options and policy details.
Call Center Representative
Horne LLP
02.2020 - 07.2023
- Assisted with applications for Covid rental relief program for the state of Tennessee.
- Tracked and gave information to tenants and landlords regarding rental relief payments.
- Provided administrative support such as copying, scanning, emailing, and faxing as needed.
Customer Service Representative
Conn's Home Plus
08.2019 - 02.2020
- Completed paperwork associated with merchandise, price adjustments, customer returns, and cash register operation.
- Consulted with customers to resolve service and billing issues.
- Responded to customer requests for products, services, and company information.
Education
Associate of Arts - Pre-Nursing
Holmes Community College
Ridgeland, MS 08.2017 - 05/2019
Skills
- Customer Service
- Data Entry
- Call Center Operations
- Claims assistance
- Medicaid navigation
- Policy education
- Database utilization
- Non-Emergency Transportation
Timeline
Senior Assistant, Customer Support
Gainwell Technologies
12.2024 - Current
Call Center Customer Service Agent
Modivcare
04.2024 - 12.2024
Service Consultant
Progressive
07.2023 - 04.2024
Call Center Representative
Horne LLP
02.2020 - 07.2023
Customer Service Representative
Conn's Home Plus
08.2019 - 02.2020
Associate of Arts - Pre-Nursing
Holmes Community College
08.2017 - 05/2019