Mykel Walton
Elkhart
Summary
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
9
9
years of professional experience
Work History
Billing Customer Service Representative
Discover Bank, Member FDIC
01.2023 - Current
- Receive and respond to a large number of inbound customer calls regarding billing disputes and discrepancies on their Discover credit card accounts.
- Act as the first point of contact for customers reporting billing errors, unauthorized transactions, or fraud-related concerns.
- Conduct detailed investigations into billing disputes by reviewing customer account history, transaction details, and relevant documentation.
- Gather any additional information needed from customers to support dispute cases (e.g., transaction receipts, bank statements).
Customer Service Representative/Chat Support Representative
Nordstrom
09.2021 - 01.2023
- Handle a large number of inbound chat interactions from customers, addressing a wide range of inquiries such as product information, order status, billing, technical issues, and general support.
- Provide timely and accurate responses, ensuring a positive customer experience and quick resolution.
- Answer detailed questions about pricing, product specifications, and service terms, offering assistance in product selection or upgrades as needed.
- Assist customers with billing inquiries, including clarifying charges, processing payments, issuing refunds, and resolving discrepancies.
Medical Claims Specialist
Molina Healthcare
12.2018 - 09.2021
- Answering inbound calls, emails, and chats from customers regarding their healthcare claims. Providing clear and accurate information about claims status, benefits, and coverage.
- Addressing customer inquiries, complaints, and feedback in a professional and courteous manner. Assisting customers with understanding their Explanation of Benefits (EOB) statements
- Verifying claims information and ensuring completeness and accuracy. Coordinating with healthcare providers and insurance companies to resolve claims issue.
- Investigating and resolving claims discrepancies and issues. Researching denied or rejected claims to determine the reason and provide solutions..
Claims Specialist
Hartford
07.2016 - 08.2019
- Investigate and manage STD and LTD appeal claims, ensuring timely and accurate resolution
- Analyze medical, financial and administrative information, collaborate with internal and external professionals to support case outcomes.
- Communicate clearly with insureds, attorney, and plan holders regarding appeal status, decision, and policy interpretation.
- Support department goals by reporting to Appeal operations manager and participating in ongoing training initiatives.
Education
High School Diploma -
High School Diploma
Skills
- Claims processing
- Data Entry
- Insurance verification
- HIPAA compliance
- Benefit Administration
- Chat support
- Email support
- Customer-centric approach
- Inbound/Outbound calling
- Case management
- Remote operation
- ICD-10 Proficiency
- Problem-solving abilities
- Investigation analysis
- Ticket management
- Conflict resolution
- EOB Analysis
- Compliance & regulation adherence
Timeline
Billing Customer Service Representative
Discover Bank, Member FDIC
01.2023 - Current
Customer Service Representative/Chat Support Representative
Nordstrom
09.2021 - 01.2023
Medical Claims Specialist
Molina Healthcare
12.2018 - 09.2021
Claims Specialist
Hartford
07.2016 - 08.2019
High School Diploma -
High School Diploma