Lashe Green
Virginia Beach
Summary
Customer Service and Operations Professional with 12+ years of experience leading teams, optimizing service delivery, and managing complex customer relationships within the healthcare, insurance, and banking industries. Proven expertise in benefits administration, claims resolution, process improvement, team development, performance management, and cross-functional collaboration. Skilled in CRM systems, Excel reporting, data analysis, and operational problem-solving to drive customer satisfaction and organizational success. Recognized for strong leadership, coaching, conflict resolution, and the ability to improve workflows while maintaining high standards of compliance and service excellence.
Overview
15
15
years of professional experience
Work History
BENEFITS NAVIGATION REPRESENTATIVE
Transparent Health Group (Remote)
Virginia Beach, VA
12.2024 - Current
- Respond to high-volume inbound and outbound customer inquiries regarding insurance benefits, claims, provider contracts, eligibility, pre-certifications, and coverage information while maintaining exceptional service standards.
- Research, analyze, and resolve complex customer issues related to claims processing, benefits administration, and operational challenges.
- Utilize multiple systems, including CRM platforms, claims databases, and Excel reporting tools, to document customer interactions, track cases, and maintain accurate records.
- Coordinate with claims, pre-certification, provider relations, and internal support departments to ensure timely resolution of member and provider concerns.
- Conduct outbound follow-up calls and email communications to provide updates, answer questions, and improve customer satisfaction.
- Process and manage MM (Medical Management) callbacks, claims inquiries, pre-certification requests, and departmental escalations with a high level of accuracy and compliance.
- Maintain detailed documentation of inquiry outcomes to support quality assurance, reporting, and operational analysis.
- Develop strong relationships with internal teams and external stakeholders to improve communication, service delivery, and issue resolution.
- Analyze customer trends and operational data to identify process improvements and enhance the overall member experience.
- Provide guidance to customers on navigating health benefits, insurance plans, and available resources, ensuring clear understanding and positive outcomes.
- Demonstrate proficiency in Microsoft Excel for tracking cases, generating reports, managing data, and supporting departmental workflow initiatives.
- Support continuous improvement initiatives by identifying opportunities to streamline processes and reduce resolution times.
Customer Service Team Lead Bank Representative
Capital One
01.2020 - 12.2024
- Supervised a team of customer service representatives, ensuring adherence to company policies and service quality standards.
- Provided coaching and mentorship to team members, improving performance and customer satisfaction.
- Handled escalated customer inquiries regarding credit cards, banking services, and account management, ensuring timely resolutions.
- Assisted customers with billing disputes, fraud investigations, and account security concerns.
- Monitored key performance indicators (KPIs) and implemented process improvements to enhance customer service efficiency.
- Collaborated with internal departments, such as fraud prevention and collections, to resolve complex customer issues.
- Utilized CRM software and banking systems to document customer interactions, track inquiries, and provide accurate follow-ups.
- Remote
Customer Service Lead Representative
Cigna
01.2016 - 01.2020
- Supervised a team of customer service representatives, ensuring adherence to company policies and service quality standards.
- Provided coaching and mentorship to team members, enhancing performance and customer satisfaction.
- Handled escalated customer inquiries regarding health benefits, claims, and policy coverage, ensuring timely resolutions.
- Assisted customers in navigating their insurance plans, including claims processing, billing, and enrollment support.
- Monitored team performance metrics and implemented process improvements to optimize service delivery.
- Collaborated with internal departments to resolve complex customer issues and improve overall efficiency.
- Utilized CRM software to track customer interactions, ensuring accurate documentation and follow-up.
- Remote
Customer Care Representative
Randstad
01.2011 - 01.2016
- Addressed customer needs via calls, enhancing satisfaction and retention.
- Guided clients through health benefits and enrollment, improving understanding.
- Supported retirement and medical leave inquiries, ensuring compliance.
- Resolved HR issues efficiently, boosting operational effectiveness.
- Facilitated website and app navigation, improving user experience.
- Streamlined complex benefits inquiries through efficient case management, reducing resolution time and enhancing client satisfaction.
- Developed comprehensive knowledge base of insurance policies and procedures, enabling accurate first-contact resolution of client queries.
- Remote
Education
Medical Assistant -
Stepful
01-2025
Instructor - undefined
Virginia Western Community College
01-2022
Master Esthetician - undefined
The Chrysm Institute of Esthetics
Virginia Beach01-2021
Skills
- Operations Management
- Benefits Administration
- Claims Processing
- Pre-Certification Coordination
- Microsoft Excel (Advanced)
- Performance Management
- Team Development & Coaching
- Cross-Functional Collaboration
- Process Optimization
- Quality Assurance
- Customer Escalation Management
- Healthcare Compliance
- Data Reporting & Analytics
- Workforce Planning
- Change Management
- Root Cause Analysis
- Relationship Management
Timeline
BENEFITS NAVIGATION REPRESENTATIVE
Transparent Health Group (Remote)
12.2024 - Current
Customer Service Team Lead Bank Representative
Capital One
01.2020 - 12.2024
Customer Service Lead Representative
Cigna
01.2016 - 01.2020
Customer Care Representative
Randstad
01.2011 - 01.2016
Instructor - undefined
Virginia Western Community College
Master Esthetician - undefined
The Chrysm Institute of Esthetics
Medical Assistant -
Stepful