Hi, I’m
Akeyla Virgin
Customer Success Specialist
Miramar,FL
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Knowledgeable and dedicated customer service professional with extensive experience in a remote environment. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
years of professional experience
Work History
Carenet Health
Patient Service Coordinator
06.2022 - 02.2023
Job overview
- Recognition for Market-Leading performance within first 60 days of employment
- Resolved patient inquiries and complaints in a timely and professional manner, resulting in a 95% satisfaction rating
- Built strong relationships with patients and healthcare providers through effective communication and active listening skills
- Maintained up-to-date knowledge of policy guidelines, a detailed understanding of medical terminology and insurance billing practices
- Consistently met or exceeded performance metrics, including call handle time, patient satisfaction, and quality assurance scores
- Answered over 20 telephone calls per hour to handle rescheduled, missed and reassigned visit requests.
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
- Used eClinicalWorks to maintain electronic patient files, successfully maintaining over 500+ patient files.
AllState
Claims Service Specialist
04.2021 - 03.2022
Job overview
- Consistently met or exceeded performance metrics, including call handle time, customer satisfaction, and quality assurance scores
- Verified client information by analyzing existing evidence on file.
- Interviewed policyholders and claimants to verify information and obtain additional details.
- Posted payments to accounts and maintained records.
- Collaborated with internal departments and external vendors to achieve fast resolution of claims.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Updated claims system to track claim status and provide relevant information to other departments.
- Developed in-depth understanding of insurance policies and procedures to give accurate recommendations to suit clients' needs.
A'miya Party Decor
Customer Success Manager
10.2016 - 11.2021
Job overview
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Achieved and maintained a five-star rating with over 500 customer reviews
- Created customer support strategies to increase customer retention.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Acted as a primary point of contact for customers, establishing strong relationships with key customers, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Managed multiple projects effectively in demanding environment with tight deadlines.
- Suggested enhancements to product design that would improve user experience.
Pearl Interactive Network
IRS Customer Service Representative
05.2020 - 08.2020
Job overview
- Educated customers about stimulus payment processes and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge and creating welcoming, positive experiences.
- Actively listened to customers, handled concerns quickly and de-escalate calls in a professional manner with respect and empathy.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Answered constant flow of 150+ customer calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
University of FloridaGainesville, FL
Bachelor of Arts from Sociology
12.2020
University Overview
- Dean's List Spring 2020
- Dean's List Summer 2020
- 3.5 GPA
Skills
- Comfort with Technology and Databases
- 60 WPM Typing Speed
- HIPAA, Policy and Procedure Adherence
- Call Volume and Quality Metrics
- Inbound Customer Calls
- Efficient Data Entry
- Call Controlling
- 10-Key
- Active Listening
- Customer Relations
- Calm and Professional Under Pressure
- Attention to Detail
- Data Input
- Data Collection
- Error Identification
- Product Knowledge
- Organizational Skills
- Project Management
- Customer Support
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Patient Service Coordinator
Carenet Health
06.2022 - 02.2023
Claims Service Specialist
AllState
04.2021 - 03.2022
IRS Customer Service Representative
Pearl Interactive Network
05.2020 - 08.2020
Customer Success Manager
A'miya Party Decor
10.2016 - 11.2021
University of Florida
Bachelor of Arts from Sociology