Adrianna Loyd
Farmerville
Summary
Dynamic Customer Service Representative with proven expertise at Cigna in claims processing and issue resolution. Adept at utilizing Salesforce and CRM software to enhance operational efficiency. Recognized for improving resolution times and understanding customer needs, ensuring compliance with HIPAA regulations while maintaining meticulous attention to detail. Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Coast Professional
07.2024 - Current
- Prepared reports for customers with delinquent and irreconcilable accounts.
- Researched customer inquiries for repayment plans, balances due and other related questions.
- Performed skip tracing activities on delinquent accounts when required.
- Generated letters notifying customers of overdue payments and potential consequences.
- Responded to customer emails and phone calls in a timely manner regarding student loan payments.
- Reviewed and updated loan accounts to ensure accuracy of information.
- Processed paperwork for deferment and forbearance requests from customers.
- Informed customers of loan application requirements and deadlines.
- Attended training sessions regularly to stay abreast of new regulations governing student loan collections.
Healthcare Advocate (Temp)
Myriad Genetics
10.2023 - 05.2024
- Analyzed and updated all necessary changes to Salesforce software
- Processed customer service requests via phone support and email support
- Maintained accurate and up-to-date patient records in compliance with HIPAA regulations and organizational policies, ensuring patient privacy and data security; audited 100+ records weekly to maintain compliance standards
- Noted customer correspondence in CRM to track requests, problems and solutions
- Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service
- Streamlined patient communication by translating complex medical terminology into easily understandable terms for over 30 patients daily, improving patient comprehension and adherence to treatment plans
Healthcare Customer Service Representative
Cigna
05.2021 - 10.2023
- Reviewed claims for accuracy before submitting for billing
- Stayed current on HIPAA regulations, benefits claim processing, medical terminology and other procedures
- Evaluated pending claims to identify and resolve problems blocking auto-adjudication
- Completed and submitted appeals for denied claims
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Expedited resolution times by 15% for over 50 daily customer inquiries regarding product information, orders, and complaints through comprehensive knowledge of Cigna's Salesforce software updates and CRM protocols
Customer Care Advocate
Teleperformance
07.2020 - 04.2021
- Analyzed and updated all necessary changes to Salesforce software
- Processed customer service requests via phone support and email support
- Noted customer correspondence in CRM to track requests, problems and solutions
- Audited internal data and processes to identify and manage initiatives, improving business performance
- Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service
Education
Bachelors of Science - Social Work
Northwestern State University
Natchitoches, LA12-2019
Skills
- Efficient and Detail-Oriented Medical Insurance Rep
- Email Support
- Salesforce
- Zendesk
- Understanding Customer Needs
- Creative Problem Solving
- Call Documentation
- Data Entry
- CRM Software
- Live Chat Support
- Microsoft Office Billing
- Call Control
- Call Handling
- Issue resolution
- Financial reporting
- Claims processing
Timeline
Customer Service Representative
Coast Professional
07.2024 - Current
Healthcare Advocate (Temp)
Myriad Genetics
10.2023 - 05.2024
Healthcare Customer Service Representative
Cigna
05.2021 - 10.2023
Customer Care Advocate
Teleperformance
07.2020 - 04.2021
Bachelors of Science - Social Work
Northwestern State University
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