Summary
Overview
Work History
Education
Skills
Timeline
Generic

Deona Easterling

Sumrall

Summary

Customer service professional with extensive experience in managing high volumes of inbound calls while maintaining strong customer relationships. Proven ability to utilize CRM systems effectively, demonstrating exceptional active listening and multitasking skills. Committed to enhancing customer satisfaction and driving company success through effective communication and problem-solving capabilities.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Experienced engagement professional prepared to excel in this role. Strong track record in fostering effective collaboration, driving client satisfaction, and meeting strategic goals. Expertise in communication, relationship-building, and adapting to changing needs. Reliable team player focused on achieving impactful results and enhancing overall engagement.

Overview

9
9
years of professional experience

Work History

Engagement Specialist

Carenet
02.2024 - Current
  • Provided excellent customer service to resolve customer complaints in a timely manner
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices
  • Provided top quality control and eliminated downtime to maximize revenue
  • Gathered customer feedback through surveys and used the data to improve customer service
  • Updated customer information in the database accurately
  • Worked collaboratively with other team members to meet departmental goals.
  • Assisted in scheduling, rescheduling, and canceling appointments for patients.
  • Verified insurance information prior to appointment booking.
  • Inputted patient data into the electronic health record system.

Engagement Specialist

Sunbelt Federal
05.2023 - 02.2024
  • Evaluated client finances to develop tailored financial planning strategies.
  • Advised clients on retirement options, including IRAs and annuities, aligned with personal goals.
  • Clarified charges and fees to enhance customer understanding of financial statements.
  • Streamlined account management processes to improve efficiency and customer experience.

Coordination of Benefits

General Dynamics
04.2021 - 05.2023
  • Utilized advanced computer systems to track applicant data, generating accurate reports for internal review as needed.
  • Managed high caseloads, efficiently, prioritizing tasks effectively and utilizing time management skills to meet deadlines consistently.
  • Contributed to a positive work culture through effective collaboration and open communication with peers and supervisors alike.
  • Coordinate benefits between secondary insurance and Medicare
  • Updated members record after retirement with current insurance policy
  • Open workers compensation and liability claims

Technical Support Representative

General Dynamics
05.2016 - 04.2021
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience
  • Provided after-hours support on a rotating basis demonstrating flexibility and dedication to customer service excellence.
  • Participated in continuous training programs to stay current with the latest industry trends and technological advancements affecting our customers needs.

Education

High School Diploma -

Bassfield High School
08.2010

Skills

  • Inbound and outbound calling
  • Customer service and support
  • Problem solving and analysis
  • Communication skills
  • Leadership
  • Financial product knowledge
  • HIPAA compliance
  • Claims processing
  • Technical support
  • Insurance verification
  • Microsoft Office proficiency
  • Data entry and analysis
  • Medicare billing
  • Credits and collections management

Timeline

Engagement Specialist

Carenet
02.2024 - Current

Engagement Specialist

Sunbelt Federal
05.2023 - 02.2024

Coordination of Benefits

General Dynamics
04.2021 - 05.2023

Technical Support Representative

General Dynamics
05.2016 - 04.2021

High School Diploma -

Bassfield High School
Deona Easterling