Aasha Smith
Blakely,Georgia
Summary
Highly skilled and detail-oriented professional with extensive experience in customer service and data entry. Proven track record of delivering exceptional customer service to customers through effective communication, and problem-solving skills. Proficient in entering and managing data, ensuring accuracy and completeness. Consistently meet or exceed performance targets. Adept at using various software and tools to streamline processes and enhance efficiency. Seeking to leverage skills and experience to contribute to the success of a dynamic organization.
Overview
14
14
years of professional experience
Work History
Emergency 911 Dispatcher Supervisor & Terminal Agency Coordinator
Early County Sheriff's Office
02.2010 - Current
- Supervise and train emergency 911 dispatchers, ensuring prompt and efficient operations and adherence to protocols, and to emergency calls and incidents.
- Streamlined operations and prioritized tasks, allowing senior staff to decrease their work productivity by25%.
- Ensure compliance with relevant regulations and guidelines, maintaining accurate records and documentation for reporting purposes.
- Act as main point of contact for law enforcement, fire, medical personnel, and emergency responders, while facilitating communication between multiple agencies during high-stress situations.
- Manage terminal agency coordination system, maintaining accurate and up-to-date information on emergency responders and resources.
- Demonstrate proficiency in using various software and tools for data entry, including Microsoft Excel and database management systems.
Insurance Risk Interviewer
Quest Diagnostics
01.2023 - 12.2023
- Conducted approximately 30 outgoing calls, emails and faxes per day with insurance policy applicants to gather information regarding their health history, personal habits, and lifestyle choices.
- Assessed risk factors and determined levels of insurability through comprehensive analysis of collected data and medical records.
- Utilized strong communication and interpersonal skills to establish rapport with applicants and provide guidance on completing application forms accurately and honestly.
- Collaborated with underwriters and insurance agents to evaluate potential risks and make informed decisions on policy approvals, rejections, or modifications.
- Accurately input large volumes of data into company database, ensuring data integrity and completeness.
Customer Service Representative
Centene
05.2021 - 10.2022
- Managed high-volume of inbound and outbound calls from customers seeking information about products and services, account issues, billing inquiries, technical troubleshooting, and resolved issues and complaints, while providing exceptional customer service and utilizing company systems and resources effectively.
- Maintained consistently high level of customer satisfaction, achieving 95% satisfaction rating by actively listening to customers' concerns and finding appropriate solutions.
- Collaborated with cross-functional teams to escalate complex customer issues and ensure timely resolution, improving customer retention by 15% within six months.
- Utilized strong communication skills to effectively explain policies, procedures, and promotions to customers, resulting in 20% increase in upselling opportunities.
- Consistently met or exceeded established metrics for call response time, customer satisfaction, and first-call resolution.
Scheduling Specialist
Access2Care
02.2018 - 03.2020
- Developed and maintained comprehensive scheduling system for 50+ employees, ensuring optimal utilization of resources and minimizing downtime.
- Collaborated with department managers and team leaders to create and implement detailed staffing schedules, considering availability and skill sets of employees.
- Conducted ongoing review and analysis of scheduling processes, identifying areas for improvement and implementing necessary changes to increase efficiency.
- Utilized scheduling software to generate reports and analyze data, allowing for better forecasting and planning of staffing needs, while in compliance with HIPAA regulations.
- Collaborated with cross-functional teams to ensure timely and accurate data entry and processing.
Education
AA in Early Childhood Education -
Albany Technical College
Albany, Georgia10.2006
Skills
- Attention to Detail
- Problem Solving
- Adaptability and Flexibility
- Multitasking
- Critical Thinking and Analytical
- Data Analysis
- Memory Retention
- Call Control Techniques
- CRM system proficiency
- Active Listening
- Clerical Support
- Documentation
- Conflict Resolution
- Computer Skills
Timeline
Insurance Risk Interviewer
Quest Diagnostics
01.2023 - 12.2023
Customer Service Representative
Centene
05.2021 - 10.2022
Scheduling Specialist
Access2Care
02.2018 - 03.2020
Emergency 911 Dispatcher Supervisor & Terminal Agency Coordinator
Early County Sheriff's Office
02.2010 - Current
AA in Early Childhood Education -
Albany Technical College
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