Teresa Anderson
Sherwood
Summary
Results-oriented customer service professional with extensive knowledge of operational workflows, policies, and performance standards. Proven ability to coach, develop, and mentor team members. Exceeding expectations with an exemplary passion for learning, leadership, and adaptability.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead
Delta Dental of Arkansas
Sherwood
04.2025 - Current
- Works closely with departments to enhance communication and optimize processes.
- Monitor customer interactions to identify opportunities for improvement and growth.
- Organize team meetings to review new initiatives, and policy or procedure changes.
- Provide prompt, professional responses to emails from internal customers requesting assistance.
- Manage daily team operations by monitoring call queues, and assigning tasks.
- Aid in resolving escalated customer issues efficiently, ensuring timely solutions.
- Assist subscribers through SMS and chat regarding benefits inquiries.
Individual Product Specialist
Delta Dental of Arkansas
Sherwood
07.2023 - 04.2025
- Answer inbound calls from providers and subscribers regarding detailed benefit and claim information.
- Maintain up-to-date knowledge of current policy guidelines, procedures, and limitations for the individual policies.
- Send claims via email to be adjusted by the claims department.
- Follow company guidelines regarding data privacy, security, and HIPAA compliance.
- Cooperate with other departments effectively to find the best solution for all customer inquiries.
- Enroll new members, process premium payments, update payment information, change and or termination active coverage for policies holders.
Sr Customer Service Specialist
Delta Dental of Arkansas
Sherwood
08.2022 - 07.2023
- Answer escalated calls from colleagues when typical procedures do not achieve resolution.
- Utilize active listening skills and ask open-ended questions to ascertain customer call needs.
- Manage inbound calls ensuring all calls are answered in a timely manner
- Keep records of customer interactions and transactions, thoroughly recording details of inquiries.
- Mentor junior team members and manage employee relationships.
Education
BBA - Business Administration And Accounting
Philander Smith College
Little Rock, AR05-2023
Associate of Arts - General Studies
Pulaski Technical College
North Little Rock, ARSkills
- Diligent and resourceful
- Performance monitoring
- Task delegation
- Data entry and management
- Conflict resolution strategies
- Workflow organization
- Active listening skills
Certification
- Medical Billing and Coding Certificate
- Life and Health Insurance License
Timeline
Customer Service Team Lead
Delta Dental of Arkansas
04.2025 - Current
Individual Product Specialist
Delta Dental of Arkansas
07.2023 - 04.2025
Sr Customer Service Specialist
Delta Dental of Arkansas
08.2022 - 07.2023
BBA - Business Administration And Accounting
Philander Smith College
Associate of Arts - General Studies
Pulaski Technical College