Miyyah Thompson
Russellville
Summary
Highly experienced and motivated Customer Service professional proficient in researching and resolving customer problems by utilizing strong problem-solving and communications skills to deliver customer satisfaction. In-depth experience assessing individual needs and providing solutions to better serve both the customer and company. Detail-oriented, multi-tasker that excels in high volume customer service environments.
Overview
13
13
years of professional experience
Work History
Sr Assistant Customer Support
FI Gainwell Technologies
Dublin
06.2025 - Current
- Serves as second in command to Supervisor/Team Lead by assisting team as a Subject Matter Expert (SME).
- Determine and understand the coverage provided under a member's health plan
- Efficiently use multiple systems and screens to obtain and record claim information
- Review claims information
- Identify claim cost management opportunities and refer claims for follow up Process claims accurately to enhance customer satisfaction and retention
- Process claims within quality and production standards
- Accurately process Medicaid insurance claims, ensuring all data is correctly entered and verified
- Review claims based on policy guidelines, regulations, and best practices
- Manage claims, perform data entry, and ensure records are updated in real time Adhere to all guidelines and ensure regulatory compliance
- Identify, troubleshoot, and resolve discrepancies or issues within claims to ensure smooth processing
- Maintain detailed and accurate records, documentation, and reports to track claim status and outcomes
- Communicate effectively with internal teams and external partners to clarify claim-related questions or resolve issues
- Perform additional duties as assigned in support of the broader claims processing
- Handle inbound and outbound telephone calls from network providers regarding claim submissions, status inquiries, and payment issues
- Respond to provider inquiries about coverage policies, prior authorization requirements, and billing procedures
- Provide professional customer service to physicians, hospitals, specialists, ancillary providers, and billing companies
- Build and maintain positive relationships with network providers through responsive communication
- Educate providers on specific billing requirements and documentation standards
Sr Assistant Customer Support
Fl Gainwell Technologies Via Diversified Systems
Westerville
01.2023 - 06.2025
- Served as second in command to Supervisor/Team Lead by assisting team as a Subject Matter Expert (SME).
- Determine and understand the coverage provided under a member's health plan
- Efficiently use multiple systems and screens to obtain and record claim information
- Review claims information
- Identify claim cost management opportunities and refer claims for follow up Process claims accurately to enhance customer satisfaction and retention
- Process claims within quality and production standards
- Accurately process Medicaid insurance claims, ensuring all data is correctly entered and verified
- Review claims based on policy guidelines, regulations, and best practices
- Manage claims, perform data entry, and ensure records are updated in real time Adhere to all guidelines and ensure regulatory compliance
- Identify, troubleshoot, and resolve discrepancies or issues within claims to ensure smooth processing
- Maintain detailed and accurate records, documentation, and reports to track claim status and outcomes
- Communicate effectively with internal teams and external partners to clarify claim-related questions or resolve issues
- Perform additional duties as assigned in support of the broader claims processing
- Handle inbound and outbound telephone calls from network providers regarding claim submissions, status inquiries, and payment issues
- Respond to provider inquiries about coverage policies, prior authorization requirements, and billing procedures
- Provide professional customer service to physicians, hospitals, specialists, ancillary providers, and billing companies
- Build and maintain positive relationships with network providers through responsive communication
- Educate providers on specific billing requirements and documentation standards
Sr Customer Experience Specialist
General Motors Via Teleperformance
08.2021 - 01.2023
- Serves as second in command to Supervisor/Team Lead by assisting team as a Subject Matter Expert (SME).
- Accepts high volume of inbound customer calls and maintained performance levels with strong call control.
- Handles eligibility inquiries for reimbursements and coordinates claims electronically and via telephone.
- Manages cases escalated from Tier 1 by investigating submitted information, corresponding and collaborating with appropriate member(s) of management, and following up with customers to provide resolutions for ongoing claims, complaints, and inquiries.
- Interacts through various channels such as Chat, Phone, E-mail and TEAMS.
Customer Service Specialist
Uber Critical Response Line via Teleperformance
05.2020 - 08.2021
- Built trusting relationship with customers to better understand needs.
- Assisted Uber drivers and passengers with concerns regarding safety measures including but not limited to physical and sexual assault, theft, threats of violence, and other immediate safety concerns.
- Answered questions and provided education on complex issues, self-resolution techniques, and value-added services.
- Gathered and documented pertinent information from caller to determine type of assistance required.
- Supported investigations with evidence collected, including documentation, digital records, and personal statements.
- Investigated safety concerns and incidents to prepare detailed reports for superiors.
- Achieved objectives related to call-time, quality, and first-call resolutions.
Inbound Call Center Representative
Asurion
03.2019 - 05.2020
- Settled disputes over service and product issues with excellent conflict mediation skills and expertise in internal procedures in order to provide one call resolution for AT&T customers.
- Educated customers on how to avoid future issues, available tools, and alternative strategies for managing different concerns.
- Ability to identify, understand, and upsell new product and solution based on customers needs.
- Answered high volume of calls and consistently met turnover targets.
- Gathered and verified required customer information for tracking purposes.
- Navigated multiple computer systems and utilized search tools to find information.
Direct Support Specialist/CNA
In-Home Healthcare
Arkansas
07.2012 - 03.2019
- Documented daily support and service provided throughout each shift.
- Delivered expert care to clients convalescing or incapacitated by illness or injury.
- Offered encouragement, coaching, and emotional support to help clients achieve established goal and gain independence and quality of life.
- Followed approved behavior plans and intervention strategies provided by Registered Nurse(s), Doctors, and Psychologist to support client progress towards goals.
- Observed all regulations for client safety and wellness, including OSHA requirements.
- Assisted with client transportation, bathing, meal preparation, and administering proper dose and timing of medications.
- Participated in training, staff meetings and other professional development activities.
- Optimized client care with interdisciplinary case reviews alongside qualified team.
- Helped family members develop skills for short- and long-term care needs.
Education
University Of Arkansas
Little Rock, ArkansasUniversity of Arkansas Community College
Morrilton, ArkansasSkills
- Call management
- Escalation Management
- Case Management
- Multitasking
- Complaint investigation
- Complex problem-solving
- Account updates
- Follow through
- Written Communication
- Strong communication
- Client Support
- Time Management
Timeline
Sr Assistant Customer Support
FI Gainwell Technologies
06.2025 - Current
Sr Assistant Customer Support
Fl Gainwell Technologies Via Diversified Systems
01.2023 - 06.2025
Sr Customer Experience Specialist
General Motors Via Teleperformance
08.2021 - 01.2023
Customer Service Specialist
Uber Critical Response Line via Teleperformance
05.2020 - 08.2021
Inbound Call Center Representative
Asurion
03.2019 - 05.2020
Direct Support Specialist/CNA
In-Home Healthcare
07.2012 - 03.2019
University Of Arkansas
University of Arkansas Community College