LAKEESHA DIXON-STARNES
Nashville,TENNESSEE
Summary
Detail-oriented and proactive Contract Leaves of Absence (LOA) Specialist with over 2 years of experience administering leave requests in compliance with federal and state leave laws (FMLA, ADA, PWFA, etc.). Skilled in benefits coordination, documentation accuracy, and cross-functional collaboration with HR and payroll teams. Possess a strong background in customer service, claims, and healthcare operations with a consistent record of meeting compliance standards.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Content Moderator
TIKTOKUSDS
11.2024 - Current
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
Sales and Reservation Representative
U-Haul
07.2024 - Current
- Managed customer service and scheduling in a remote, high-volume environment.
- Maintained accurate records and delivered prompt resolutions to customer needs.
- Remote
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
Contact Representative
Internal Revenue Service
11.2021 - Current
- Educated stakeholders on regulatory procedures, ensuring compliance with federal protocols.
- Handled complex disputes and account reconciliations, leveraging case management tools.
- Remote
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Conducted thorough research on complex inquiries, delivering informed solutions to customers'' unique challenges.
- Collaborated closely with other departments to ensure seamless support for customers throughout their journey with the company.
DME Case Administrator
Cigna
11.2022 - 07.2023
- Coordinated Durable Medical Equipment (DME) requests and authorizations.
- Worked closely with clinical staff and compliance teams on appeals and reviews.
- Remote
- Coordinated schedules for court appearances, meetings, and deadlines, ensuring smooth case progression.
- Provided exceptional support to legal teams during trials, contributing to positive verdicts and settlements.
- Implemented a more efficient filing system that reduced document retrieval time significantly for the entire office.
- Provided emotional support and counseling to patients struggling with adjustment to diagnosis.
- Identified and addressed barriers to discharge and recovery.
- Conducted thorough research on laws and regulations to aid attorneys in building strong cases.
- Managed high-volume caseloads, ensuring accurate documentation and organization of files for easy access.
Appeals Representative Sr. / Credentialing Specialist
UnitedHealth Group
05.2022 - 06.2023
- Managed provider appeals and credential records; ensured regulatory compliance.
- Reviewed payment disputes and collaborated on interdepartmental solutions.
- Remote
- Obtained additional documentation required for case review.
- Achieved higher success rates on appeal cases by closely analyzing denial reasons and crafting persuasive arguments for reconsideration.
- Conducted regular audits of internal processes and procedures, identifying opportunities for improvement and driving continuous improvements within the department.
- Implemented best practices for documenting case notes, improving record-keeping accuracy, and aiding team members in tracking progress on ongoing cases.
- Examined case to initiate clinical review.
- Negotiated with insurance carriers to find mutually agreeable solutions for disputed claims, contributing to higher customer satisfaction levels.
- Provided excellent customer service by actively listening to customer concerns and empathetically addressing their needs throughout the appeals process.
- Mentored junior staff members on effective communication skills for handling challenging customer interactions, resulting in improved team performance.
- Researched and resolved written complaints submitted by consumers and physicians or providers.
Claims Specialist
Texas Workforce Commission
03.2021 - 03.2023
- Supported unemployment benefit claimants by guiding them through application and eligibility steps.
- Resolved issues related to claim documentation, payment setup, and account access.
- Remote
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Followed up with customers on unresolved issues.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
- Delivered comprehensive training sessions for new hires on claims handling procedures, policy interpretation basics, negotiation techniques, and other core competencies related to the role of a Claims Specialist.
- Demonstrated adaptability by successfully managing a diverse range of claim types, including property damage, bodily injury, liability disputes, and more.
- Identified fraudulent claims through diligent investigation and collaboration with law enforcement agencies when necessary.
Lead Customer Support Specialist II
Postmates / Uber, Inc.
08.2019 - 03.2023
- Handled high-volume support tickets and ensured timely resolution of customer escalations.
- Provided one-call resolution strategies, resulting in improved customer satisfaction metrics.
- Remote
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
Education
B.S. - Forensic Psychology
Kaplan University
Nashville, TN05.2010
Certified Phlebotomist -
Tennessee Technology Institute
Nashville, TN09.2005
Medical Billing & Coding Certification -
Penn Foster
Nashville, TN02.2012
A.A.S. - Criminal Justice
Kaplan Career Institute
Nashville, TN08.2008
Skills
- HRIS & Benefits Software
- Microsoft Office Suite (Excel, Word, PowerPoint)
- CRM & Case Management Tools
- Payroll & Leave Tracking Systems
- Confidential Data Handling
- Attention to detail
- Microsoft office
- Customer service
- Critical thinking
- Time management
- Problem-solving
- Multitasking
- Organizational skills
- Excellent communication
- Creative thinking
- Active listening
Certification
- Medical Billing & Coding (Penn Foster)
- Certified Phlebotomist (Tennessee Technology Institute)
- Expert knowledge in FMLA, ADA, PWFA, and multi-state leave regulations
CORE COMPETENCIES
- LOA Program Administration
- FMLA, ADA, PWFA & State Law Compliance
- Employee Benefits Coordination
- Leave & Disability Pay Accuracy
- HR/Payroll Team Collaboration
- Conflict Resolution & Employee Support
- Data Reporting & Analysis
- Documentation Management
- Regulatory & Confidentiality Standards
Timeline
Content Moderator
TIKTOKUSDS
11.2024 - Current
Sales and Reservation Representative
U-Haul
07.2024 - Current
DME Case Administrator
Cigna
11.2022 - 07.2023
Appeals Representative Sr. / Credentialing Specialist
UnitedHealth Group
05.2022 - 06.2023
Contact Representative
Internal Revenue Service
11.2021 - Current
Claims Specialist
Texas Workforce Commission
03.2021 - 03.2023
Lead Customer Support Specialist II
Postmates / Uber, Inc.
08.2019 - 03.2023
B.S. - Forensic Psychology
Kaplan University
Certified Phlebotomist -
Tennessee Technology Institute
Medical Billing & Coding Certification -
Penn Foster
A.A.S. - Criminal Justice
Kaplan Career Institute
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