Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Tenesha Brooks

Jackson,MS

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

8
8
years of professional experience

Work History

CSR - Customer Service Representative

GlobalHealth
08.2023 - Current
  • Receives, researches, and resolves provider inquiries such as claims, eligibility, and other inquiries
  • Use of telephony equipment, company systems/software, and any other tools used within the company
  • Answer health plan related questions from inbound member and provider calls
  • Ascertains reason for calls and assists customers with their questions or concerns in a manner providing them with
  • Coordinates with other departments to effectively resolve the customers concern or complaint
  • Ascertains type of call and assists customers with their complaints, appeals and/or grievances in a manner providing them with immediate acknowledgement, accurate information and focusing on obtaining details of the customers experience

Customer Care Representative

Conduent - Remote
07.2018 - 07.2023
  • Ensure daily performance targets are met
  • Participate in internal and client discussions to Medicare /Medicaid Member inquiries using standard scripts and procedures
  • Communicates appropriate options for resolution in a timely manner
  • Process insurance claims made by customers, determining the amount of coverage they are eligible to receive through their current policy and authorizing payments
  • Adheres to call center metrics and guidelines within established p
  • Answer a variety of incoming calls from members regarding their healthcare questions and other inquiries the member may have
  • Build rapport with callers using a friendly, courteous and professional manner
  • Gathers information, assesses caller needs, research and resolves inquiries and documents calls
  • Provides clear and concise information regarding eligibility, claim status and provider enrollment status
  • Follows documented policies and procedures including call handling and escalations
  • Overall acts as an advocate for the Medicare/Medicaid

Shift Supervisor

Citi Trends
03.2016 - 07.2017
  • Assign staff members to shifts
  • Assign tasks to staff members
  • Supervise staff to ensure that tasks are completed on time and according to safety laws
  • Order materials needed for production
  • Open up or close the warehouse at the start and end of the day
  • Evaluate staff performance and provide training where necessary
  • Resolve workplace disputes.

Education

High school diploma -

Murrah High School

Skills

  • Customer relations (Less than 1 year), customer service (Less than 1 year), Excellent customer service
  • Skills (Less than 1 year), RECEPTIONIST (Less than 1 year), RETAIL SALES (Less than 1 year), Customer
  • Support, CSR, Customer Care, Call Center
  • SKILLS
  • Excellent customer service skills Staff training and development
  • Personnel development Store displays
  • Customer relations Mathematical aptitude

Additional Information

  • Authorized to work in the US for any employer

Timeline

CSR - Customer Service Representative

GlobalHealth
08.2023 - Current

Customer Care Representative

Conduent - Remote
07.2018 - 07.2023

Shift Supervisor

Citi Trends
03.2016 - 07.2017

High school diploma -

Murrah High School

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Tenesha Brooks