Summary
Overview
Work History
Education
Skills
Languages
Timeline
LARAE GILBERT

LARAE GILBERT

Converse

Summary

Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

5
5
years of professional experience

Work History

Remote Call Center Representative

Telrite
12.2022 - 05.2023
  • Handle and created tickets for customer grievances and escalations
  • Documented accounts on mobile devices for various issues
  • Transfer customer to Tech to assist with internal issues on devices
  • Activated new lines of service and porting in phone numbers from previous phone providers.

Grievance Resolution Specialist/CSR, Seasonal

11.2021 - 02.2022
  • Spoke to customers that had complaints about their incentives denied for their yearly annual visit
  • Customers also filed complaints denied by transportation for their appointments from Access-2-Care transportation
  • Researched supporting EMR files to ensure compliance for issues filed promptly for federal review.

Customer Service Representative/ Insurance Affiliate, Seasonal

Connexion
08.2021 - 11.2021
  • Read Rights and responsibilities for health plan coverage (MA, MAPD, AEP & OEP) for EMR patients
  • Schedule appointments for customers who want to attend OEP seminars
  • Transferred calls to Licensed agents to enroll new & existing customers into perspective health care plans.

Data & Scheduling Specialist /CSR

Inovalon
08.2019 - 08.2020
  • Used multiple data systems that implemented to file, track, and decide the location of files with Office 365 and Excel
  • Obtained members’ health plans to aid with wellness assessments aligned with major Healthcare Organizations such as Aetna and United Healthcare; coordinated healthcare appointments for Health Plan members for further review
  • Designated issues, complaints, and any use of the fraudulent activity of their identity to Member Services for various Health Plans as well assisted with EMR cases for Federal Medical Record Review (HEDIS)
  • Obtained MMR from health care facilities for chart review (Risk Adjustment) by distributing 40-100+ patients daily
  • Scheduled SDC's for MMR chart collection and by use of 3-party Vendors such as CiOX

Data Security Professional Phoenix Nap
08.2018 - 04.2019
  • Monitored dual data systems and caged routers by preventing losses and damage by reporting irregularities
  • Used multiple computers to help with the entry process of clients to their routers Systems included Eye retinal and re-entry into denied access points
  • Assisted clients such as Amazon and COX to prospective routers.

Education

Google IT Support Professional Certificate - Information Technology

Coursea
07.2023

Google Data Analytics Professional Certificate - Data Analytics

Coursea
06.2021

IBM Certifications Intro Cyber Security, - Cyber Security

Coursea
06.2021

Bachelor of Science - Healthcare Management

Capella University
2018

GPA: 3.5

  • Dean's List, 2014-2018
  • Completed University-level Coursework: Healthcare Management, Capella

Skills

  • Data analysis
  • Security management
  • Data -driven decision making
  • Critical thinking and organizational skills
  • Email compromises and ransomware incidents
  • Analytical and Methodical
  • User Experience
  • Collaborative Team Player
  • Helpdesk Call Support
  • Call Center Operations Background
  • Entrance Monitoring

Languages

Indonesian
Elementary (A2)

Timeline

Remote Call Center Representative - Telrite
12.2022 - 05.2023
Grievance Resolution Specialist/CSR, Seasonal -
11.2021 - 02.2022
Customer Service Representative/ Insurance Affiliate, Seasonal - Connexion
08.2021 - 11.2021
Data & Scheduling Specialist /CSR - Inovalon
08.2019 - 08.2020
- Data Security Professional Phoenix Nap
08.2018 - 04.2019
Coursea - Google IT Support Professional Certificate, Information Technology
Coursea - Google Data Analytics Professional Certificate , Data Analytics
Coursea - IBM Certifications Intro Cyber Security, , Cyber Security
Capella University - Bachelor of Science, Healthcare Management

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