Deedra K. Dennis
Memphis
Summary
Motivated and adaptable Remote Customer Support & Claims Specialist with over 6 years of experience providing outstanding service in digital, healthcare, and financial environments. Skilled in managing high-volume requests through chat, email, and CRM platforms, maintaining 97% accuracy and 95% first-contact resolution. Adept at balancing empathy with efficiency to ensure seamless client experiences and timely claim resolutions. Proven ability to work independently, maintain confidentiality, and exceed performance goals in remote settings.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Remote Collections & Claims Support Specialist
NCO Financial Services
Memphis
01.2023 - Current
- Manage 100+ customer inquiries daily via chat and email related to billing, payment claims, and account resolution.
- Achieve 95% claim accuracy while reviewing and updating client financial information in CRM systems.
- Process refunds and resolve payment disputes, resulting in a 30% reduction in repeat inquiries.
- Collaborate with internal departments to ensure compliance with company policy and financial regulations.
- Consistently exceed productivity targets and maintain 99% data integrity across all documentation.
Remote Administrative & Data Entry Coordinator
Ultimate Staffing
Memphis
01.2021 - 12.2022
- Supported digital claims processing and administrative operations for healthcare and corporate clients.
- Entered and verified 250+ data entries weekly into Salesforce and Excel databases with 100% accuracy.
- Reviewed and organized digital claim forms and policy documents for compliance and timely follow-up.
- Maintained client satisfaction above 92% by delivering prompt and detail-oriented service.
- Developed streamlined reporting templates that improved documentation speed by 20%.
Remote Financial Claims & Customer Support Representative
TeleCheck
Memphis
01.2018 - 12.2020
- Processed high-volume financial transactions and claims for bank and retail clients using secure systems.
- Investigated chargebacks, fraud claims, and payment discrepancies to ensure fair and accurate resolutions.
- Communicated with clients through secure portals and email to provide claim updates and documentation.
- Achieved a 97% compliance rating with all financial handling policies and consumer data protection rules.
- Assisted in training new remote hires on claims documentation and CRM navigation.
Remote Customer Care & Technical Support Specialist
iQor
Memphis
01.2015 - 12.2017
- Delivered remote technical and account support via chat and ticketing platforms for consumer technology clients.
- Resolved 80+ customer requests daily, maintaining a 94% first-contact resolution rate.
- Provided troubleshooting guidance for device connectivity, billing systems, and portal access.
- Documented all interactions accurately in Zendesk, ensuring proper follow-up and audit readiness.
- Recognized for exceptional customer care and meeting performance metrics every quarter.
Education
Leland High School
Leland, MS 08.2011 - 05.2015
Skills
- Remote Customer Service & Support
- Claims Processing & Billing
- CRM Systems (Salesforce, Zendesk, ServiceNow)
- Non-Phone Communication (Email & Chat)
- Data Entry & Documentation Accuracy (99%)
- Financial Transactions & Dispute Resolution
- HIPAA & Confidential Data Handling
- Technical & Troubleshooting Support
- Microsoft Office
- Google Workspace
- Teams
- Workflow Prioritization & SLA Management
- CRM Platforms: Salesforce, Zendesk, Freshdesk, ServiceNow
- Remote Tools: Teams, Slack, Zoom, RingCentral, Asana
- Office Tools: Microsoft Excel, Outlook, Word, Google Sheets, Drive
- Data Entry & Auditing: 99% Accuracy
- Claims Systems: Facets, Oracle, Workday, SAP
- Compliance: HIPAA, FDCPA, Data Privacy Standards
Remote
True
Personal Information
Willing To Relocate: 1
Timeline
Remote Collections & Claims Support Specialist
NCO Financial Services
01.2023 - Current
Remote Administrative & Data Entry Coordinator
Ultimate Staffing
01.2021 - 12.2022
Remote Financial Claims & Customer Support Representative
TeleCheck
01.2018 - 12.2020
Remote Customer Care & Technical Support Specialist
iQor
01.2015 - 12.2017
Leland High School
08.2011 - 05.2015