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Dannigyelle Lee
Buffalo
Work Preference
Summary
Accomplished Customer Support Specialist with 22 years of experience achieving exceptional customer service, account management, and compliance support across fast-paced service. Established expertise in resolving complex customer issues, handling account inquiries, payment disputes, and escalations through phone, chat, and email support.
Overview
22
22
years of professional experience
Work History
Floor Support Customer Service Rep
Transworld Systems Inc.
04.2022 - Current
- Resolved customer inquiries through effective communication and problem-solving skills
- Managed high-volume calls while maintaining quality service standards.|Documented Interactions in CRM system to ensure accurate tracking of customer issues.
- Trained new representatives on company policies and customer service protocols.
- Analyzed Feedback data to identify trends and recommend service enhancements.
- Understand how to translate complex terminology into clear, human user communication
CSR - Customer Service Representative
IBM, Eight Eleven Group
04.2021 - 03.2022
- Managed phone inquiries: scheduled COVID-19 vaccines/tests, communicated test results, and addressed COVID-19 questions. Responsibilities included ensuring customer satisfaction, providing new client info, identifying efficient question-solving methods, and escalating complex queries.
Charge Entry & Billing Specialist
TSI Healthcare
05.2017 - 10.2019
- Implemented charge posting procedures using paperless slips and E-Bridge.
- Collected charge documentation, promptly contacting clinics/physician offices regarding coding inquiries.
- Verified charge summaries against keyed tickets before updates.
- Kept supervisors informed about charge entry activities. Verified charge accuracy and made corrections.
- Maintained and archived patient records in EHR systems. Processed payment postings and entered insurance charges. Proficient in Microsoft Office Suite and Next-Gen systems.
- Verified accuracy of accounts payable payments, resulting in 100% reduction in payment errors and check reissues.
Charge Entry & Billing Specialist
Fastmed Urgent Care Administration
01.2013 - 05.2017
- Obtained, reviewed, reconciled, and logged charge batches. Input patient demographic data into billing system using Velocity.
- Examined provider charge tickets, verifying accuracy of dates of service, procedures, diagnoses, patient ID, and signatures.
- Returned incomplete tickets for correction. Inputted all charges into the billing system. Maintained charge tickets for reference.
- Verified accuracy of accounts payable payments, resulting 98% reduction in payment errors and check reissues.
Assistant Store Manager
Family Dollar Store
04.2013 - 08.2015
- Consistently provided exceptional customer service, demonstrating proficiency in greeting and assisting customers, promptly addressing their inquiries with thoroughness and accuracy, and effectively resolving their complaints to ensure satisfaction and foster loyalty.
- Proficiently directed and supervised a team of 15 employees, encompassing roles in sales, inventory management, cash reconciliation, and various customer service functions, ensuring optimal performance, productivity, and adherence to company standards and best practices..
Mortgage Retention Specialist
IBM/ Seterus COMPANY
10.2012 - 10.2013
- Evaluated clients' financial situations through the review of income, assets, liabilities, expenses, credit reports, and other pertinent financial data. Developed debt management plans, spending plans, and budgets to assist clients in achieving their financial objectives.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Correctional Officer\Mentor
NC Correctional Institution for Women
02.2004 - 07.2012
- Performed headcount procedures to verify prisoner presence and observed inmate behavior within housing units, work assignments, and recreational zones, in accordance with established protocols to deter escapes and mitigate instances of violence.
- Collaborated with multidisciplinary teams to develop rehabilitation programs for inmates.
Skills
- Critical thinking
- Data entry
- CRM Software
- Chat Support
- Phone Support
- Account Management
- Dispute Resolution
- Compliance Support
Timeline
Floor Support Customer Service Rep
Transworld Systems Inc.
04.2022 - Current
CSR - Customer Service Representative
IBM, Eight Eleven Group
04.2021 - 03.2022
Charge Entry & Billing Specialist
TSI Healthcare
05.2017 - 10.2019
Assistant Store Manager
Family Dollar Store
04.2013 - 08.2015
Charge Entry & Billing Specialist
Fastmed Urgent Care Administration
01.2013 - 05.2017
Mortgage Retention Specialist
IBM/ Seterus COMPANY
10.2012 - 10.2013
Correctional Officer\Mentor
NC Correctional Institution for Women
02.2004 - 07.2012