Alicia Rodney
Atlanta
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative Provider Services
Texas Children's Health Plan
Houston
01.2023 - 02.2025
- Responded to complex telephone from Providers and subscribers regarding Texas Children's Health Plan
- Communicated eligibility, benefits, claims and policies
- Documented each Provider and customer encounter and resolution.
- Forwarded claims as necessary based upon findings
- Accurately completed online forms and routed to appropriate department
- Met and maintained production standards
- Provided support to other departments as directed
- Developed strong customer relationships to encourage repeat business.
- Developed positive relationships with customers through friendly interactions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Senior Customer Service Representative
Delta Dental Insurance
Alpharetta
11.2020 - 10.2022
- Responded to complex telephone, and written inquiries from dental/vision professionals, groups, subscribers, and brokers
- Communicated eligibility, benefits, claims, policies, and procedures
- Documented each customer encounter and resolution.
- Forwarded claims as necessary based upon findings
- Identified, reported, and documented system discrepancies
- Accurately completed online forms and routed to appropriate department
- Met and maintained production standards, counts, and inquiry response turnaround times
- Provided support to other departments as directed
- Performed miscellaneous duties as assigned and participate in training programs
Onboarding Specialist
Ennaid Therapeutics
Atlanta
02.2015 - 08.2020
- Ensured all pre-employment process forms were completed
- Provided new hire paperwork, welcome letters, training dates
- Provided new hire schedules, courses, tools, and systems
- Interacted with new staff and recruiting managers
- Answered any new hire questions and provided feedback
- Filed, scanned, faxed, and emailed information on behalf of company to new hires
Customer Service Representative
Alorica
Kennesaw
10.2014 - 01.2015
- Answered inbound calls courteously and professionally, dealing with each inquiry effectively and efficiently
- Provided superior, proactive customer service to Federal Employees regarding healthcare benefits enrollment
- Interviewed members by telephone
- Federal employees, retired employees, survivor annuitants and military staff regarding health, vision, and dental plans
- Received, entered, and researched consumer issues related to healthcare benefits selected
Quality Assurance Representative
Lead Generation
Atlanta
01.2011 - 01.2013
- Searched and listened to call recordings from various departments.
- Evaluated and scored recorded calls based on company's criteria
- Identified employee's strengths and opportunities for improvement
- Discussed and explain feedback with agents in regular meetings
- Analyzed all customer service metrics (e.g. CSAT)
- Create strategies to improve
- Scheduled training programs and initiate these projects
Data Entry Specialist
Southlake Mortgage
Atlanta
05.2008 - 11.2010
- Entered a variety of data into the system
- Answered inbound calls from consumers to obtain their Residential Application information, which included their confidential personal information, employment status, housing history and background information
- Inserted customers information in correct software
- Reviewed and entered updates in the system
- Scanned documents and printed files
- Received, entered, and researched consumer issues related to loan denials
Education
Associate - Business Administration
American InterContinental University
Atlanta, GA, US07.2006
Skills
- Customer service
- Claim processing
- Data entry
- Benefits communication
- Customer support
- Time management
- Detail orientation
- Problem solving
- Team collaboration
- Quality assurance
- Effective communication
- Problem-solving skills
- Written communication
- Research
- Communication skills
- Customer satisfaction measurement
- Attention to detail
- Organization and record keeping
- Multitasking capacity
Certification
- EPIC Certitefied
Timeline
Customer Service Representative Provider Services
Texas Children's Health Plan
01.2023 - 02.2025
Senior Customer Service Representative
Delta Dental Insurance
11.2020 - 10.2022
Onboarding Specialist
Ennaid Therapeutics
02.2015 - 08.2020
Customer Service Representative
Alorica
10.2014 - 01.2015
Quality Assurance Representative
Lead Generation
01.2011 - 01.2013
Data Entry Specialist
Southlake Mortgage
05.2008 - 11.2010
Associate - Business Administration
American InterContinental University
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