Aireka Ward
Jacksonville,NC
Summary
5 years’ experience in customer service and sales which consisted of payment collection and billing . Most recently, roadside dispatch services for luxury automotive client. Deadline-focused and highly effective at operating in fast-paced settings. Adaptability comes easy fairly especially when I work independently which is preferable to me . Resourceful, forward-thinking and proactive with a remarkable sense of customer positions and the objective company in mind!
Overview
6
6
years of professional experience
Work History
Roadside Assistance Dispatcher ( MBUSA)
Concentrix
08.2023 - 01.2024
- Developed and implemented customer service policies and procedures.
- Maintained accurate records within Sirius for all roadside assistance calls, aiding in data analysis and service improvements.
- Achieved recognition from quality assurance due to proper process implemented and solution within timely matter and providing additional assistance.
- Increased overall productivity through effective multitasking between phone calls, emails, and internal messaging systems.
- Scheduled tow pick-ups and drop-offs to customers or approximate radius preferred Mercedes-Benz dealership.
- Escalated tow vehicle damage cases to Customer Care or requested Supervisor.
- Monitored vehicle locations to coordinate timely arrivals.
- Coordinated with tow truck drivers and service providers, ensuring efficient and timely assistance to stranded motorists.
- Answered phone calls and responded to customer emails.
Advisor Representative , Sales ( Humana)
CVG Customer Management Group Inc
02.2022 - 07.2023
- Inform customers to cost savings by using mail order delivery compared to local pharmacy.
- Educated customers on $200.00 account limit, collect payment when exceed limit or exact before placing orders.
- Answering billing questions and perform research tasks for vital information and details.
- Suggested payment plans for customers with fix income to receive processing orders.
- Assisted members with making full payments over phone and adding/updating cards on account.
- Inform customers to balance due and provided detail invoices.
- Resolved escalated issues with speed and efficiency with minimal hold times of 2 minutes.
- Crossed in systems for client website and role within project.
- Effectively communicating both verbally and written with customers.
- Maintain schedule follow-ups with customers while obtaining daily adherence within activities.
- Track, notate and retrieve customers account information in CRM.
Salesforce.
Referral Coordinator( Oak Street Health)
Concentrix
04.2023 - 06.2023
- Retrieve orders and referred patients to facilities within network to complete Diagnostic Imaging.
- Accessing 3 health insurance portals to submit authorizations for Complex Diagnostics orders which required approval.
- Documented mileage from patient address to facility for services to be
completed. - Communicating with facilities to obtain proper location address, phone, fax, if needed NPI for Imaging Services/Department.
- Quota of completing 20 orders, provide statuses on pending orders assigned throughout designated shift.
- Reporting error within orders such as multiple ICD-10 or invalid CPT codes, requesting internal Care Team to resolve error before proceeding to complete order assigned.
- Verified patient insurance as active or inactive and documented any inconsistency for further examination to be perform by Care Team.
- Assisted with updating spreadsheet with verified facilities, phone, fax, address, and NPI.
Retail Cashier/ Saleperson
JC Penney Stores
08.2021 - 02.2022
- Handled cash with high accuracy and took care to check bills for fraud.
- Performed cash, card, coupons, vouchers and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Balance out three cash registers after evening shift.
Conducted inventory counts by adding each item in stock and documenting in computer system. - Assistance customers with opening credit and rewards accounts.
- Editing customers information for rewards and credit accounts.
- Collect payment for pay-off on credit accounts.
Scholarship Front Desk Recieption
Tallahassee Community College
11.2017 - 12.2019
- Communicated with students in person, over the phone and via email to answer questions about scholarship applications and resources, providing electronic and hard copy resources as well as instructional opportunities regarding scholarships available.
- Informed students about the scholarship application process each semester and changes since previous applications.
- Reviewed and researched qualifications for scholarships to provide knowledgeable and up-to-date information to students.
- Assisted students in navigating national and local scholarship websites and opportunities.
- Notified students of scholarships received.
- Trained new student employees regarding college policies, procedures, and expectations.
- Operated office equipment to copy, scan and fax materials.
Education
Associate of Arts - General Studies
Tallahassee Community College
Tallahassee, FL12.2018
Skills
- Problem-Solving Skills
- Research
- Customer Interaction
- Staff Support
- Verbal and Written Communication
- Excellent Customer Care
- Adaptable
- Great Multitasking skills
- Active listening
Quote
Your most unhappy customers are your greatest source of learning.
Bill Gates
Timeline
Roadside Assistance Dispatcher ( MBUSA)
Concentrix
08.2023 - 01.2024
Referral Coordinator( Oak Street Health)
Concentrix
04.2023 - 06.2023
Advisor Representative , Sales ( Humana)
CVG Customer Management Group Inc
02.2022 - 07.2023
Retail Cashier/ Saleperson
JC Penney Stores
08.2021 - 02.2022
Scholarship Front Desk Recieption
Tallahassee Community College
11.2017 - 12.2019
Associate of Arts - General Studies
Tallahassee Community College