Holly Leighton Email & Phone Number

Texas, United States

Jacksonville, Florida, United States

Jacksonville, Florida, United States

Sold items I no longer needed and then started sourcing items from thrift shops and scouring online deals to find items to sell. Became proficient in photographing items, negotiating prices and managing inventory. Also entered a contest by making a video of my content and reasons for wanting to expand and won a $500 cash prize and was featured on their sellers spotlight in 2023.

Jacksonville, Florida, United States

Answered up to 70 calls a day from health insurance members about benefits and verified claim status on incoming bills from the providers. Helped route calls from new potential members to the correct department to enroll and get to outside vendors for further assistance in other areas of insurance such as vision, mental health, and dental. Also cross-trained to troubleshoot with members via chat concerning issues with the website.

Jacksonville, Florida Area

Worked for Apple as a chat customer service agent for the technical department in iOS devices. Took up to three chats consecutively and worked with customers from all parts of the world in troubleshooting their devices. Followed articles provided by Apple in helping assist with issues with iPhones, iPads, and iPod Touch. Assisted in setting up Genius Bar appointments if unable to troubleshoot through chat or redirected to the correct department if unable to provide assistance. Verified customers through the Apple system to help assist with password resets.

Jacksonville, Florida Area

Worked for TurboTax handling 60 inbound and outbound calls a day. Helped members navigate through the TurboTax software to input their information to file their taxes. Also verified refund status and if any money was owed for taxes. Did screen sharing with the members through their devices and also did video chat to help them navigate their tax forms.

Jacksonville, Florida, United States

Took 80 inbound and outbound calls a day. Helped members resolve issues and concerns with potential fraud on their accounts, verified their identity and closed accounts if need be. In between calls, investigated accounts for fraud by going through transactions and then contacting members to verify activity and identify anything suspicious.

Jacksonville, Florida, United States

Initially trained in billing, took 90 calls a day for almost two years being customer obsessed both internally and externally. Volunteered to be one of the first four people to be cross-trained for a separate billing department. Also did off-line work processing faxes, side by side coaching with other agents in evaluating their quality and handling time and formulating with managers on incentive programs to motivate their teams.In November 2014, was promoted to a Coach position with duties that involved overseeing multiple teams, working the assistance line and answering questions from other agents. Tracked agents call times and helped develop strategies to improve it. Also took manager escalated calls, worked hand in hand to enforce policies, assisted in making seating charts for the floor, schedules for side by sides, and organized and held huddle meetings. Provided feedback about quality and agents customer service skills to managers as well as the customer service agents.

Claims Handling and Investigations Claims Processing - UB92 Policy Interpretation and 1500 Medical Forms Confidential Record Management Work of experience; Processed approximately 100 hospital and doctor claim a day. Also processed prescription and medical bills sent in from members. Reviewed written correspondence from members concerning pre-existing conditions and medical records from providers. Requested information from members and providers in order to complete claims processing.

Handled customer inquiries, complaints, policy questions and claims requests by taking an average of 115 calls per day. Verified insurance and benefits with health care providers, located resources for problem resolution and designed best-option solutions. Collaborated with managers to correct errors, rectify omissions and investigate questionable issues concerning members. Interfaced daily with partners in other departments internally. Also reprocessed claims processed in error and keyed in claims for providers and members that needed to be expedited. Accomplishments: Trained up to four new representatives when they first came to our department.