Akeyla Ford
Jackson,MS
Summary
Dedicated and empathetic professional with over 4 years of experience in customer service, healthcare support, and remote communication. Proven ability to resolve issues quickly, maintain high customer satisfaction, and handle sensitive health-related information with discretion. Skilled in working with EMR systems, call center software, and insurance claims. Seeking a remote position to bring value through compassion, professionalism, and excellence.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
ContinuumGlobal
06.2024 - 08.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Remote Healthcare Support Specialist
CVS Health
01.2023 - 04.2024
- - Handled 60–80 inbound and outbound calls daily regarding prescriptions, insurance, and claims.
- - Documented patient interactions accurately in EMR systems.
- - Provided support for medication prior authorizations, prescription refills, and lab referrals.
- - Maintained 95% customer satisfaction rating and exceeded quality assurance benchmarks.
- Remote
Patient Access Representative / Call Center Agent
Brave Health
07.2021 - 12.2022
- - Scheduled new patient intakes and therapy appointments for mental health providers.
- - Verified insurance and conducted patient screenings to match appropriate services.
- - Responded to crisis calls with empathy and escalated as needed using HIPAA protocols.
- - Supported a fully remote team, maintaining productivity and compliance standards.
- Remote
Customer Service & Retention Specialist
Concentrix
Jackson, MS
02.2020 - 06.2021
- - Resolved complex billing issues and account disputes via phone and email.
- - Managed retention strategies to reduce customer churn for a major telecommunications client.
- - Recognized twice for meeting monthly KPIs and delivering exceptional service.
- - Trained new hires on call scripts, CRM software, and conflict resolution techniques.
Education
Associate of Arts - Psychology
Hinds Community College
Jackson, MS01.2025
Skills
- HIPAA Compliants
- Call Center Systems (Five9, Zendesk, Salesforce)
- Microsoft Office
- Excellent Typing (55 WPM)
- Active Listening
- Problem Solving
- Remote Communication
Timeline
Customer Service Representative
ContinuumGlobal
06.2024 - 08.2025
Remote Healthcare Support Specialist
CVS Health
01.2023 - 04.2024
Patient Access Representative / Call Center Agent
Brave Health
07.2021 - 12.2022
Customer Service & Retention Specialist
Concentrix
02.2020 - 06.2021
Associate of Arts - Psychology
Hinds Community College