Laccera Harris
Little Rock
Summary
Skilled Member Service Representative with a strong background in conflict resolution and effective communication. Delivers exceptional support while educating members on health plan options. Experienced in managing complex inquiries and enhancing service processes to foster positive member relationships. Ready to contribute expertise in a collaborative team environment.
Overview
4
4
years of professional experience
Work History
Member Service Representative
AFMC
Little Rock
02.2023 - 09.2024
- Facilitated member inquiries on benefits and services, ensuring clear understanding and satisfaction.
- Provided accurate information on claims processing and eligibility requirements.
- Collaborated with team members to resolve complex member issues effectively.
- Educated members on health plan options and preventive services available.
- Participated in training sessions to enhance customer service skills and knowledge.
- Maintained a positive attitude while handling high-volume member interactions daily.
- Responded to incoming calls about membership benefits and services, resolving issues promptly.
Customer Support Specialist
General Dynamic Information Technology
Little Rock
09.2020 - 04.2023
- Handled customer inquiries via phone, email, and chat, ensuring timely resolution of issues.
- Provided efficient, friendly, and knowledgeable assistance for routine questions and service complaints.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Escalated complex issues to appropriate departments for further resolution assistance.
- Partnered with team members to refine customer service processes, improving overall service quality.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Recorded customer interactions accurately in the company database for reference.
- Recorded all customer interactions into the database system accurately and completely.
- Created detailed reports on customer feedback for management review.
Education
Some College (No Degree) - Business Administration
Houston Community College
Houston, TXSkills
- Claims processing
- Benefits administration
- Health plan education
- Customer service
- Member onboarding
- Member correspondence
- Complaint handling
- Telephone support
- Customer relationship management
- Customer feedback analysis
- Data entry
- Document processing
- Multichannel communication
- Conflict resolution
- Problem solving
- Attention to detail
- Effective communication
- Active listening
- Time management
- Service orientation
- Team collaboration
- Healthcare
- Document processing
Timeline
Member Service Representative
AFMC
02.2023 - 09.2024
Customer Support Specialist
General Dynamic Information Technology
09.2020 - 04.2023
Some College (No Degree) - Business Administration
Houston Community College