LEAH DAWSON
Florissant,MO
Summary
Professional with strong background in customer care, ready to excel in delivering exceptional service. Proven ability to resolve issues, enhance customer satisfaction, and adapt to changing needs. Valued for collaborative approach, reliability, and focus on achieving outstanding results. Skilled in communication, problem-solving, and building lasting customer relationships.
Overview
18
18
years of professional experience
Work History
Senior Customer Care Representative
World Omni Financial Corporation
07.2017 - Current
- Preparing professional and accurate written correspondence as needed.
- Researching, resolving, and documenting issues on customer’s account and website.
- Accurately responds to customer requests via secure message on company website.
- Achieving a heavy call volume via auto dialer for inbound calls for lease and retail accounts.
- Assist Customers, Dealers, and Third Parties with title and vehicle registration requests.
- Participated in a high-performance team, directed to improve performance by reducing the range of a chosen key metric.
Provider Service Associate II
MAGELLAN HEALTH SERVICES
07.2007 - 07.2017
- Researched and communicated information regarding member eligibility, provider status and authorization inquiries to callers while maintaining confidentiality.
- Processed appeal requests for providers and members.
- Processed pre-authorizations for pain management, surgeries, and ultrasounds.
- Demonstrated first call resolution by minimizing call handle times while scoring the highest quality call monitors.
- Transferred clinical documentation received through fax to reprocessed case.
Customer Service Representative
MAGELLAN HEALTH SERVICES
07.2007 - 07.2017
- Received pre-authorization requests for designated ASO accounts from referring physician offices via telephone, utilizing the Informa system. Referred cases to the clinical/medical department for review when appropriate.
- As appropriate, elicited assistance/support from the Review Nurse or Medical Director to process registration requests.
- Received verification requests from rendering providers via telephone; utilizing the Informa-HM system, verify registration information and log verification data in the database.
- Received and respond to complaints about the authorization process, and resolve issues whenever possible, or refer them for resolution.
Education
Bachelor of Science - Psychology
Columbia Southern University
Orange Beach, Alabama01.2015
Skills
- Proficient in Windows operating systems
- Web browser proficiency
- Proficient in Microsoft Office Suite
- Call center experience
- Customer service
- Time management
- Inbound customer service
- Problem resolution
- Data entry
- Phone etiquette
- Understanding customer needs
Timeline
Senior Customer Care Representative
World Omni Financial Corporation
07.2017 - Current
Provider Service Associate II
MAGELLAN HEALTH SERVICES
07.2007 - 07.2017
Customer Service Representative
MAGELLAN HEALTH SERVICES
07.2007 - 07.2017
Bachelor of Science - Psychology
Columbia Southern University
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