LaSheka Harris
Customer Service Specialist
Wendell,NC
Summary
Dynamic Senior Customer Care Specialist with over 15 years of a proven track record in enhancing customer satisfaction and retention in high-volume, fast-paced environments. Expert in fraud investigation, healthcare billing and benefits verification. Proven ability to resolve customer issues, achieving a 98% customer satisfaction rating. Adept in using multiple CRM platforms and EMR systems. Known for clear communication, strong attention to detail, and effective problem-solving across remote and hybrid roles.
Overview
18
18
years of professional experience
Work History
Senior Customer Care Specialist
Duke Energy
Raleigh, NC
04.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing efficient solutions.
- Streamlined communication channels for improved customer interaction and faster resolutions.
- Established a strong rapport with clients through proactive relationship management and personalized attention.
- Boosted first-call resolution rates by implementing best practices informed by ongoing professional development activities.
- Minimized losses due to fraud incidents by swiftly identifying patterns of suspicious behavior and taking appropriate action, such as freezing accounts or contacting authorities when necessary.
- Increased efficiency of case resolution times through prioritizing high-risk cases and effectively allocating resources.
- Maintained accurate records of all investigations, ensuring compliance with regulatory requirements and facilitating seamless communication between different departments involved in fraud prevention efforts.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Utilize LexisNexis for background checks and identity verification.
- Handle billing disputes and account adjustments, maintaining a 98% customer satisfaction rating.
Senior Billing Specialist
Conduent Business Services
Raleigh, NC
05.2007 - 03.2022
- Mentored junior billing specialists, sharing best practices and fostering a collaborative work environment.
- Supported healthcare members by verifying eligibility and coverage details based on plan benefits.
- Coordinated with providers and patients to ensure complete documentation.
- Entered and updated insurance data in EMR platforms (Epic, Cerner, and Athena), minimizing claim errors.
- Adhered to HIPAA regulations during all communications and data handling.
- Processed plan changes, appeals, and prior authorizations with attention to accuracy and timelines.
- Assisted over 50 customers daily via phone and email with professionalism.
Education
Associate of Applied Science - Business Administration And Management
Southside Virginia Community College
Alberta, VA 05.2001 -
Skills
Complaint handling
Client retention strategies
Customer feedback analysis
Exceptional communication
Data entry
LexisNexis
Microsoft office
Appeals process
HIPAA compliance
Insurance verification
Timeline
Senior Customer Care Specialist
Duke Energy
04.2022 - Current
Senior Billing Specialist
Conduent Business Services
05.2007 - 03.2022
Associate of Applied Science - Business Administration And Management
Southside Virginia Community College
05.2001 -
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