Summary
Overview
Work History
Education
Skills
Timeline
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Akeyra Austin

Fairview Heights,IL

Summary

Dynamic professional with extensive experience in call center operations at Cigna, excelling in customer relations and quality control. Proven ability to enhance productivity and drive business growth through effective team leadership and organizational skills. Committed to delivering exceptional service and resolving inquiries with a results-oriented mindset.

Overview

12
12
years of professional experience

Work History

Intake Representative

Cigna
Remote
04.2024 - Current
  • Accept a daily average of 100-125 inbound calls from Health Plan clients, providers , and imaging centers seeking pre-authorization.
  • Properly handle and verify patient records under HIPPA and PHI, and secure confidentiality for each call.
  • Accept multiple back to back calls utilizing various applications on multiple screens, and properly enter all patient, provider, and imaging center data.
  • Follow the complete formal script pathway with each caller, identifying and transferring any calls that cannot be resolved via the formal script to the appropriate person or department.
  • Remain client focused at all times, with the ability to independently resolve customer inquiries and complaints with one-call resolution.

Child Care Assistant

Mixon Miracles & Blessings
Belleville, Illinois
01.2016 - Current
  • Monitored children's play activities to verify safety and wellness
  • Assisted lead teacher with snack time, arts and crafts and putting children down for naps
  • Enforced rules to teach good manners and maintain safe environment
  • Supported children's emotional and social development with one-on-one attention
  • Used clear communication and professionalism to develop constructive relationships with families
  • Encouraged curiosity, exploration and problem-solving with age-appropriate playtime activities
  • Recommended methods for modifying behavior and encouraging learning experiences
  • Prepared meals, snacks and refreshments for children according to dietary needs and restrictions

Shift Manager

McDonald's
Belleville, IL
01.2014 - 01.2017
  • Positioned skilled staff in key areas throughout shift to optimize department productivity
  • Enhanced operations and boosted productivity through employee training, coaching, and assignments
  • Documented receipts, employee hours, and inventory movement
  • Managed schedules, accepted time off requests, and maintained coverage for shifts
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
  • Demonstrated excellent communication skills in resolving product and consumer complaints

Customer Service Advisor

Concentrix
Arnold, MO
01.2013 - 01.2014
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints
  • Documented customer correspondence to track requests, problems, and solutions
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products
  • Contacted customers to service accounts, address issues and propose new offerings
  • Diagnosed and troubleshot product issues to enhance customer satisfaction and prevent call escalation

Education

High School Diploma -

Belleville East Township High School
Belleville
05.2011

Skills

  • Call Center Operations
  • Customer relations
  • Quality control
  • Retail sales customer service
  • Recordkeeping requirements
  • Organizational skills
  • People skills
  • Team leadership experience
  • Results-oriented mindset
  • Customer outreach
  • Driving business growth

Timeline

Intake Representative

Cigna
04.2024 - Current

Child Care Assistant

Mixon Miracles & Blessings
01.2016 - Current

Shift Manager

McDonald's
01.2014 - 01.2017

Customer Service Advisor

Concentrix
01.2013 - 01.2014

High School Diploma -

Belleville East Township High School

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Akeyra Austin