Luke Harris
Harmony
Summary
Experienced Customer Service Representative with a focus on effective communication, both written and verbal. Skilled in active listening and analytical problem-solving to address customer needs. Committed to enhancing customer experiences through service-oriented behaviors and a deep understanding of customer desires. Dedicated to providing customized solutions that exceed expectations and foster long-term loyalty.
Overview
11
11
years of professional experience
Work History
Client Relations Specialist
Ainsight
02.2024 - Current
- Built strong relationships with clients through effective communication and consistent followup.
- Enhanced client satisfaction by addressing concerns and providing timely solutions to issues.
- Managed high call volume while maintaining exemplary customer service standards.
- Collaborated with team members to develop new strategies for handling complex customer situations.
- Assisted with training and orientation of new employees.
Healthcare Customer Service Representative
Allstate
05.2023 - 11.2023
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained confidential member, employee and company information in compliance with company policies and regulatory requirements.
- Applied administrative knowledge and courtesy to explain procedures and services to members.
- Managed member registration process, confirming data accuracy and completeness.
- Resolved billing inquiries and disputes in timely fashion.
- Provided exceptional customer service to members, answering questions and addressing concerns.
- Filed and maintained members' records in accordance with HIPAA regulations.
Claims Call Center Specialist
National General
07.2017 - 05.2022
- Handle customer calls on new or existing claim calls
- Monitor online claim boxes and file during any down time
- Assist with employee help chat line when a co-worker needs assistance
- Provide great customer service with a happy to help attitude
- Assisting customers with new claims such as homeowner life or auto
- Monitor voice mail box and return voicemails in a timely manner
- Speak with medical providers to ensure billing on existing claims
- Train new hires and help them transition into their new roles
- Handle filing towing reimbursement claims during any down time
- Provide sympathy to callers in a serious car accident or have lost a loved one
- Work with mitigation companies to ensure homeowner policy holders are taken care of
- Escalate calls to management if a caller is not satisfied
- Adhere to schedule and maintain high adherence level
- Maintain a low call handle time
- Maintain successful call audits each month
- Offer to set up any new claim
- Work with adverse carriers to ensure timely claim filing
- Adhere to laws and properly document each claim with specific details.
Cash Office Associate
Walmart
01.2016 - 03.2017
- Handled total sales and accounted for each register to ensure no cash shortages
- Prepared bank deposits daily
- Worked closely with loss prevention to report any thefts
- Handled ordering money to ensure the store has enough money to sustain throughout the day
- Monitored any cash shortage or gain in each register
- Investigated causes of why a register was short or over
- Prepared daily sales documents to store manager
- Handled incoming customer phone calls
- Provided loans to registers that needed change
- Submitted daily sales for each register into SMART system.
Cashier
Walmart
03.2014 - 01.2016
- Provided friendly customer service
- Handled cash and processed transactions
- Assisted customers with carry outs when needed
- Answered customer concerns or complaints
- Maintained a clean work area and welcomed customers.
Education
High School Diploma - Agriculture
North Iredell High School
Certificate - Pharmacy technician
Wilkes Community College
Skills
- Customer Service
- Typing
- Computer Skills
- Managing high call volume
- Follow-Up Skills
- Claims Processing
- Call Center Experience
- Data Entry Proficiency
- Policy Adherence
- Patient Confidentiality
- Insurance Verification
- HIPAA Compliance
- Payment Collection
- Money handling
Personal Information
Title: Customer Service Representative
Languages
English
Full Professional
Timeline
Client Relations Specialist
Ainsight
02.2024 - Current
Healthcare Customer Service Representative
Allstate
05.2023 - 11.2023
Claims Call Center Specialist
National General
07.2017 - 05.2022
Cash Office Associate
Walmart
01.2016 - 03.2017
Cashier
Walmart
03.2014 - 01.2016
Certificate - Pharmacy technician
Wilkes Community College
High School Diploma - Agriculture
North Iredell High School
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