Aishia M Mills
Virginia Beach,VA
Summary
Experienced: Senior Customer Service professional with 10+ years' experience in call center and customer service. Efficient: Attention to detail. Adept at handling calls daily while providing the customer with exceptional customer service, while resolving customer issues within a rapid manner. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Ingenio RX
Chesapeake, VA
02.2022 - Current
- Focusing on the care of the Members to ensure no delay in medication therapy
- Initiating prior authorization request with information provided from members, pharmacists, and providers
- Clinical information is received and forwarded to clinical pharmacists to determine potential outcome of prior authorization request.
- Answering inbound calls to properly address the needs of the members
- Make outbound calls to obtain missing clinical information
- Applying Diagnoses codes to ensure the member properly meets clinical criteria
- Efficiently and Effectively responding to faxes received from healthcare provides
- Reviewing clinical documents to properly enter clinical data in the necessary systems to process prior authorization request
- Adhered to HIPAA regulations when handling confidential patient information.
- Verified patient demographic information in order to ensure accuracy of data entry.
- Worked collaboratively with other departments such as billing, coding, clinical documentation improvement specialists when necessary.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
Senior Customer Service Representative
Capital One
Chesapeake, VA
08.2019 - 04.2021
- Assisting credit card holders regarding their accounts
- Payment Processing assistance, Balance Transfer assistance, Resolving Basic Online Technical Support, explaining disclaimers, terms, policies, and payment allocation to provide assistance with understanding functions of Credit cards
- Memorize company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Consulted with customers regarding needs and addressed concerns.
- Collated customer names, contact and payment information to streamline future interactions.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Managed incoming calls from customers while providing exceptional service.
- Providing customer with financial literacy to effectively reduce debt
- Performed budget formulation work involving review and preparation of budget estimates and financial plans.
Pharmaceutical Assistant
Alorica
Virginia Beach, VA
09.2016 - 08.2017
- Helping pharmaceutical staff with rejected pharmacy claims they received.
- Processing overrides for pharmacy claims due to lost prescription and upcoming vacation.
- Providing plan information to health care advocates to ensure the member understands their plan.
- Answered customer questions about prescribed and OTC medications.
- Communicated with insurance companies for billing purposes.
- Calculated anticipated drug usage for prescribed period.
- Reviewed Members plan to advise override availability.
- Answered customer inquiries regarding medications, health conditions, dosages and other general questions about the pharmacy services offered.
- Monitored patient's progress by reviewing medical histories for drug interactions or allergies.
- Maintained accurate records of all transactions related to drug supplies and inventories.
- Prioritized and organized tasks to efficiently accomplish service goals.
Education
Bachelor's - Public Health
South University
Virginia Beach, VA06-2024
High School Diploma -
Bayside High School
Virginia Beach, VA06.2013
Skills
- Exceptional Customer Service
- Microsoft Office
- Attention to Detail
- Strong Work Ethic
- Adaptability
- Problem Solving
- Multi-Tasking
- Rapid Navigation
- 85 wpm typist
- Upbeat and Positive Personality
- High-Energy Attitude
- Responding to Difficult Customers
- Problem-Solving Skills
- Verbal and Written Communication
- Emotional Intelligence
- Data Entry and Maintenance
- Financial Literacy
Timeline
Customer Service Representative
Ingenio RX
02.2022 - Current
Senior Customer Service Representative
Capital One
08.2019 - 04.2021
Pharmaceutical Assistant
Alorica
09.2016 - 08.2017
Bachelor's - Public Health
South University
High School Diploma -
Bayside High School