Aaliyah Young-Cyrus
Gainesville
Summary
Results-oriented customer service representative with expertise in managing client inquiries and fostering positive relationships. Recognized for adaptability and strong time management skills, aiming to support organizational goals through exceptional service delivery and effective communication.
Overview
11
11
years of professional experience
Work History
Customer Service Sales Representative
WEX Health
09.2021 - Current
- Utilized CRM software to manage customer accounts and track interactions.
- Delivered exceptional customer service, resolving inquiries and issues efficiently.
- Assisted clients in understanding health benefit options and enrollment processes.
- Conducted product training sessions for new hires, fostering knowledge sharing.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
- Participated in regular product training sessions to stay updated on the latest features and benefits.
- Managed high volume of customer calls, maintaining a calm and professional demeanor.
- Negotiated solutions in challenging situations to retain customer loyalty.
- Processed account transactions accurately, ensuring compliance with banking regulations.
- Coordinated with other departments to address and solve complex customer issues.
- Monitored customer accounts for fraudulent activity, enhancing security and trust.
- Managed timely and effective replacement of damaged or missing products.
- Identified and resolved discrepancies and errors in customer accounts.
- Completed paperwork, recognizing discrepancies, and promptly addressing for resolution.
Insurance Specialist
Nationwide
Gainesville, FL
03.2021 - 10.2025
- Developed and implemented process improvements to enhance claim resolution efficiency.
- Analyzed insurance claims to ensure compliance with policies and regulations.
- Collaborated with cross-functional teams to resolve complex client inquiries effectively.
- Maintained high standards of customer service by building relationships with clients.
- Followed up on denials, late payments, extensions and other special circumstances.
- Trained new team members on software applications and company protocols.
- Acted as subject matter expert, answering internal, and external questions and inquiries.
- Streamlined policy management by regularly updating client information and tracking policy changes.
- Maintained a high level of industry expertise through continuous professional development courses and certifications in the field of insurance specialty.
- Researched and resolved routine and complex issues.
- Contributed to team performance by sharing industry knowledge and assisting colleagues in complex cases.
- Trained new hires on company policies and procedures, ensuring a seamless transition into the Insurance Specialist role.
- Played an active role in community events as a representative for the company which increased brand awareness.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Monitored changes in the insurance industry to stay compliant with relevant laws and regulations.
- Utilized CRM software to manage client relationships.
- Educated clients on insurance policies and procedures.
- Calculated premiums and established payment methods for sales.
- Collected premiums on or before the effective date of coverage.
- Met with customers to provide information about available products and policies.
- Monitored customer feedback and identified areas of improvement.
- Evaluated competitors' products and services to gain competitive advantage.
- Negotiated contracts and terms of sale with potential customers.
- Identified and solicited sales prospects in agency databases.
- Developed training materials for new hires, fostering a knowledgeable team environment.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Utilized CRM software to accurately document client interactions and track progress on outstanding issues.
- Developed expertise in various lines of insurance products, offering knowledgeable guidance to customers seeking information on policies.
- Reduced wait times by quickly addressing customer questions regarding billing, policy changes, and claim status updates.
- Ensured compliance with industry regulations while providing exceptional service to a diverse a a diverse clientele base.
- Managed a high volume of inbound calls, maintaining professionalism and empathy in all interactions.
- Worked closely with sales teams to identify cross-selling opportunities, growing the company''s book of business.
- Received recognition for excellent customer service skills from supervisors resulting from consistent positive feedback received from clients.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Set up customer payment plans to cover annual policies and renewals.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Posted payments to accounts and maintained records.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Modified, updated and processed existing policies.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
Insurance Customer Service Representative
Nationwide Insurance Company
Gainesville, FL
12.2019 - 03.2021
- Provided exceptional customer support through effective communication and problem-solving skills.
- Processed policy changes and claims efficiently using internal systems and software.
- Assisted clients in understanding coverage options and benefits, enhancing client satisfaction.
- Managed high-volume inquiries while maintaining accuracy in data entry and documentation.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Led initiatives to optimize customer experience, resulting in increased client retention rates across service lines.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Assisted customers with completing insurance documents to avoid missing information.
- Assessed customer needs and recommended suitable insurance policies.
- Trained new customer service representatives on best practices, policies and procedures.
- Maintained thorough knowledge of industry trends and product offerings to provide accurate information to clients at all times.
- Consistently met or exceeded performance goals related to both sales targets and customer service metrics.
- Modified, updated and processed existing policies.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Ensured timely verification of insurance benefits prior to patient procedures or appointments.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Checked documentation for accuracy and validity on updated systems.
- Generated, posted and attached information to claim files.
Direct Care Worker
Tacachale
Gainesville, FL
04.2017 - 06.2019
- Provided compassionate support to individuals with developmental disabilities, enhancing daily living skills and personal independence.
- Assisted in implementing individualized care plans, ensuring tailored support for each resident's unique needs.
- Facilitated recreational activities, fostering social interaction and improving overall well-being among clients.
- Monitored client behavior and reported changes to healthcare professionals, maintaining clear communication regarding health status.
- Trained new staff on best practices in direct care and safety protocols, promoting a knowledgeable workforce.
- Led team meetings to discuss care strategies, share insights, and address challenges in service delivery effectively.
- Advocated for clients' rights and needs within the facility, ensuring compliance with regulatory standards and enhancing quality of care.
- Provided emotional support to patients during difficult times, fostering a sense of trust and psychological wellbeing.
- Demonstrated empathy and understanding while addressing the diverse cultural, social, emotional, or intellectual needs of each patient.
- Managed challenging behaviors effectively using appropriate de-escalation techniques and crisis intervention strategies when necessary.
- Maintained detailed records of patient progress, ensuring accurate information was readily available for healthcare providers and family members.
- Administered medications accurately and promptly, adhering to medication schedules and physician instructions.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Educated patients on self-care practices with the goal of increasing independence levels where appropriate.
- Documented vitals, behaviors, and medications in client medical records.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Provided transportation services for patients'' appointments with healthcare providers or community-based events as needed.
- Planned healthy meals, purchased ingredients, and cooked meals to provide adequate nutrition for client wellbeing.
- Monitored progress and documented patient health status changes to keep care team updated.
- Transported clients to medical and dental appointments to provide support.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Completed regular check-ins and progress report for each client.
- Maintained entire family's schedule and organized events.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Scheduled daily and weekly care hours for client caseload.
Dietary Aide
Morrison Healthcare
Gainesville, FL
06.2016 - 04.2017
- Prepared and served meals in accordance with dietary guidelines and resident preferences.
- Assisted in maintaining cleanliness and organization of food service areas.
- Collaborated with kitchen staff to ensure timely meal delivery to residents.
- Monitored inventory levels and reported shortages to management for replenishment.
- Provided exceptional customer service, addressing dietary concerns and inquiries from residents.
- Conducted regular quality checks on food items to ensure compliance with health standards.
- Kept all kitchen areas clean, tidy and free of hazards.
- Followed all food safety regulations while preparing meals for patients.
- Cleared tables and removed dishes, trays, and utensils from dining room to dishwashing area.
- Maintained strict levels of cleanliness for tables, floors, and prep areas.
- Added food items, beverages, and utensils to trays and immediately delivered to correct rooms.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Maintained strict adherence to HIPAA regulations when handling patient information, protecting confidentiality at all times.
- Reduced food waste through careful portioning, inventory management, and creative use of leftover ingredients.
- Supported kitchen in managing dietary emergencies, ensuring patient needs were met promptly and accurately.
- Maintained strict hygiene standards in kitchen, significantly reducing cross-contamination risks.
- Assisted in creating nutritional education materials for patients, fostering better understanding of healthy eating habits.
Overnight Stocker and Receiver
Walmart
Gainesville, FL
12.2015 - 05.2016
- Executed efficient stocking processes to ensure product availability and organization on sales floor.
- Received and processed inventory shipments, maintaining accurate stock levels and minimizing discrepancies.
- Collaborated with team members to optimize workflow during overnight shifts for enhanced efficiency.
- Maintained cleanliness and safety standards in stock areas, adhering to company policies and procedures.
- Reduced out-of-stock incidents by promptly unloading delivery trucks and efficiently sorting received goods.
- Assisted in inventory management, conducting regular audits and addressing discrepancies to ensure accurate stock levels.
- Streamlined receiving processes by quickly unpacking shipments, verifying contents against invoices, and properly documenting discrepancies.
- Adhered to safety processes and procedures when stocking store to avoid falls and other injuries.
- Utilized store equipment, such as pallet jacks and forklifts, in a safe and efficient manner to transport merchandise from the backroom to sales floor.
- Kept work areas neat, clean and free from debris.
- Moved cardboard, plastic ties, and other debris from unboxing to trash.
- Greeted store customers and discussed needs.
- Moved merchandise using forklifts, pallet jacks and hand trucks.
- Prepared and checked outbound shipments for accuracy.
Education
High School Diploma -
Eastside High School
Gainesville, FLSkills
- Customer service
- Time management
- Active listening
- Goal oriented
- Problem-solving
- Product knowledge
- Cultural awareness
- Conflict resolution
- Call center experience
- Critical thinking
- Data entry
- Incoming call management
- Customer complaint resolution
- Account management
- Upselling
- Salesforce proficiency
- CRM software
- Sales quota achievement
- Zendesk experience
- Account development
- Verbal and written communication
- Adaptability and flexibility
- Sales pitching
- Persuasive communication
- Multitasking
- Point-of-sale system
- Cash handling
- Processing payments
- Opening and closing procedures
- Sales training
- Customer retention
Timeline
Customer Service Sales Representative
WEX Health
09.2021 - Current
Insurance Specialist
Nationwide
03.2021 - 10.2025
Insurance Customer Service Representative
Nationwide Insurance Company
12.2019 - 03.2021
Direct Care Worker
Tacachale
04.2017 - 06.2019
Dietary Aide
Morrison Healthcare
06.2016 - 04.2017
Overnight Stocker and Receiver
Walmart
12.2015 - 05.2016
High School Diploma -
Eastside High School