AFRIKEENA COOPER
Brookhaven,USA
Summary
Customer service professional with over 10 years of experience in healthcare insurance and call center settings. Proficient in managing high-volume calls, resolving customer issues, and maintaining accurate records. Expertise in communication, problem-solving, and data entry, with a strong emphasis on customer satisfaction and operational efficiency.
Overview
15
15
years of professional experience
Work History
Dental Assistant
Woodland pediatic dental
Marietta, GA
06.2026 - Current
- Assisted customers with EOB inquiries, claims, billing issues, and account questions to enhance understanding.
- Explained insurance benefits, claim processing, eligibility, and payment details clearly to customers.
- Resolved customer concerns efficiently while upholding confidentiality and compliance standards.
- Handled high-volume inbound calls, maintaining professionalism and delivering exceptional customer service.
- Documented customer interactions and account updates accurately within electronic systems.
- Collaborated with internal departments to address escalated issues and improve satisfaction.
- Assisted pediatric dentists during examinations and procedures.
- Prepared treatment rooms with necessary instruments and materials.
- Educated patients and parents on oral hygiene practices.
- Managed patient records using dental software systems.
- Sterilized instruments and maintained cleanliness of work areas.
- Scheduled appointments and coordinated patient follow-ups efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Lead Registered Dental Assistant
Sage Dental
Johns Creek, USA
01.2017 - 01.2022
- Coordinated appointments and follow-ups to optimize patient scheduling efficiency.
- Scheduled patient appointments while overseeing daily clinic operations.
- Delivered exceptional customer service in a fast-paced healthcare environment.
- Responded to patient inquiries with empathy and professionalism.
- Managed high-volume inbound calls, ensuring accurate electronic record-keeping.
- Assisted with front office operations, including intake paperwork and communications.
- Facilitated communication between patients and healthcare providers to clarify treatment plans.
- Prepared treatment rooms with necessary instruments for dental procedures.
Pediatric Dental Assistant
Dentistry For Children And Families
Atlanta, USA
01.2012 - 12.2019
- Managed high-volume inbound customer calls, ensuring accurate order processing and prompt inquiry resolution.
- Assisted pediatric dentists during examinations and procedures, maintaining sterile environments.
- Resolved customer concerns efficiently while providing professional and friendly support.
- Demonstrated strong communication and active listening skills to address customer problems in fast-paced settings.
- Documented customer interactions accurately, completing real-time data entry tasks.
- Consistently met productivity and service targets within high-demand call center operations.
- Managed patient scheduling and appointment confirmations to optimize workflow efficiency.
- Guided customers with order tracking and exchanges, enhancing satisfaction with account-related issues.
Education
Bachelor of Science - Human Services
Western Governors University
Salt Lake City, UT05-2024
Skills
- Insurance & EOB Support
- Customer service
- Call Center Operations
- Conflict resolution
- Data Entry & Documentation
- CRM systems
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Multi-line Phone Systems
- Problem solving
- Team collaboration
- Verbal & Written Communication
- Appointment Scheduling
Timeline
Dental Assistant
Woodland pediatic dental
06.2026 - Current
Lead Registered Dental Assistant
Sage Dental
01.2017 - 01.2022
Pediatric Dental Assistant
Dentistry For Children And Families
01.2012 - 12.2019
Bachelor of Science - Human Services
Western Governors University