Karisma Vacura
Denver
Summary
Seasoned Senior Member Services Representative offering deep understanding of customer service protocols, conflict resolution techniques and relationship-building skills. Known for problem-solving abilities, adherence to high quality standards and keenness in identifying opportunities to improve member services. In previous roles, contributed to enhanced member satisfaction levels and improved operational efficiency. Strong interpersonal communication skills proven crucial in fostering positive relationships with members, colleagues and management.
Overview
14
14
years of professional experience
Work History
Senior Member Services Representative
SaveonSP
Denver
09.2024 - Current
- Provided excellent customer service to members through phone and email communications.
- Assisted members with account inquiries and Copay Assistance benefits information effectively.
- Processed member applications and renewals accurately and efficiently.
- Educated members on product offerings and service enhancements available to them.
- Trained new staff on company policies and customer service protocols effectively.
- Provided timely and accurate resolution to customer inquiries.
- Maintained a high level of professionalism when interacting with members via telephone, email or in person.
- Ensured that all MSRs were up-to-date on training materials pertaining to product knowledge as well as regulatory changes affecting member service operations.
- Trained new staff on departmental processes, procedures and policies.
Sales Management Support
Zynex Medical
Englewood
02.2023 - 09.2024
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained updated knowledge through continuing education and advanced training.
Insurance Agent
United Healthcare
Colorado Springs
01.2021 - 02.2023
- Assisted clients in understanding insurance policies and coverage options.
- Coordinated policy renewals and provided timely updates to clients.
- Analyzed client needs to recommend suitable insurance plans.
- Educated clients on claims processes and documentation requirements.
- Maintained accurate client records in company databases.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures.
- Provided customers with information regarding plan features, pricing, and availability.
- Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
Phone Sales Representative
AT&T
Colorado Springs
12.2017 - 01.2021
- Engaged customers through active listening and effective communication techniques.
- Presented product features and benefits to meet customer needs and preferences.
- Processed customer orders and managed their account information efficiently.
- Educated customers about promotions, services, and new offerings from the company.
- Resolved customer complaints by providing timely solutions and support.
- Maintained up-to-date knowledge of products, services, and industry trends.
- Identified customer needs and offered appropriate solutions to meet those needs.
Stock Transfer Agent
Broadridge Financial Services
Aurora
01.2016 - 11.2017
- Processed shareholder transactions and maintained accurate records.
- Managed communication between clients and financial institutions.
- Facilitated account updates and ensured compliance with regulations.
- Assisted in resolving client inquiries and concerns efficiently.
- Executed daily reconciliation of financial data for accuracy.
Medical Billing Specialist
Revenue Enterprises
Aurora
12.2014 - 01.2016
- Processed medical claims using advanced billing software to ensure accuracy.
- Reviewed patient accounts to identify billing discrepancies and resolve issues.
- Communicated with insurance companies regarding claim status and payments.
- Maintained detailed records of all billing transactions for compliance purposes.
- Collaborated with healthcare providers to verify patient information and services rendered.
- Contacted insurance providers to verify insurance information and obtain billing authorization.
Medical Billing Manager
Healthcare Outsourcing Network
Denver
01.2014 - 12.2014
- Managed billing operations to ensure compliance with healthcare regulations.
- Oversaw team performance and provided training on billing procedures.
- Coordinated with insurance companies to resolve claim discrepancies.
- Oversaw daily activities related to the processing of electronic claims submissions.
- Maintained detailed records of all payments received from patients or third-party payers.
Customer Service Representative
Netflix
Aurora
11.2012 - 12.2013
- Assisted customers with account management and subscription inquiries.
- Resolved technical issues related to streaming and device compatibility.
- Educated users on features and benefits of new content releases.
- Collaborated with teams to improve customer service processes and policies.
- Documented customer interactions in the CRM system for future reference.
Education
Community College of Aurora
Aurora, COSkills
- Claims processing
- Product education
- Team collaboration
- Communication skills
- Conflict resolution
- Critical thinking
- Adaptability
- Call center experience
- Sales experience
- Strong leadership
- System implementation
- Stock management
- Retail store support
- Customer service excellence
- Customer service
- Account management
- Regulatory compliance
- Process improvement
- Effective communication
- Attention to detail
- Training and development
- Time management
- Data accuracy
- Client relationship building
Timeline
Senior Member Services Representative
SaveonSP
09.2024 - Current
Sales Management Support
Zynex Medical
02.2023 - 09.2024
Insurance Agent
United Healthcare
01.2021 - 02.2023
Phone Sales Representative
AT&T
12.2017 - 01.2021
Stock Transfer Agent
Broadridge Financial Services
01.2016 - 11.2017
Medical Billing Specialist
Revenue Enterprises
12.2014 - 01.2016
Medical Billing Manager
Healthcare Outsourcing Network
01.2014 - 12.2014
Customer Service Representative
Netflix
11.2012 - 12.2013
Community College of Aurora