Akia Gaston
Stockbridge,GA
Summary
Personable Member Service Representative offering 10 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
13
13
years of professional experience
Work History
Member service representative
Kaiser Permanente
Duluth, GA
04.2017 - 10.2021
- Demonstrated proficiency in telephone within an inbound/outbound high-volume call center environment
- Processed medical premium billing
- Enrolled prospects and upgraded current members insurance
- Data entry of patient demographics
- Excelled in role requiring the ability to handle a variety of customer service and administrative tasks, while resolving issues with expediency
- Implemented health care laws
- Researched and rapidly solved problems and build member trust to prevent the loss of membership
- Specialized in companies five star rated medicare program
- Fully trained in all of kaiser permanente healthcare plan types, policies and procedures
- Utilized several company systems on two computer screens daily
- Successfully awarded in the de-escalation department
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
Director Assistant: Logistics/ Dispatcher
Amazon
01.2016 - 03.2017
- Dispatched delivery drivers while coordinating daily activities
- Responsible for programming routes, locations and stops into driver handheld GPS systems via Roadnet software
- Controlled 5,000+ delivered shipments per day , including same day processing
- Provided customers with updates regarding changes and trends within the transportation and logistics industry
- Served as a liaison between drivers and end customer to ensure delivery deadlines were met
- Assumed responsibility for over $11 million worth of inventory
- Managed and improved customers logistics supply chain, decreased expenses, created efficiencies and reduced risk in their processes.
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
- Tracked key business metrics and made recommendations for proactive adjustments to policies and procedures.
Receptionist / Sales Ambassador
OrangeTheory
02.2013 - 01.2016
- First point of contact , performing check-in and check-out activities for an average of 300 guests per shift
- Processed and maintained client file information; ensured 100% confidentiality at all times
- Entrusted with daily reconciliation of cash transactions
- Performed wide variety of clerical duties including multi-line phone, mailing, scanning, filing, and end of shift paperwork
- Responsible for scheduling and giving tours of facility followed by membership selling
- Consistently exceeded 300 cold and follow-up calls weekly, earning recognition as one of the top 10 reps statewide in 2015 (out of 125) based on call volume
- Increased sales by membership upgrades for existing customers by over 15% each year and earned a 100% retention rate
- Noted for 72% closing sale rate versus company average of 50%.
Telephone operator/ Customer service rep
Walmart
Hampton, VA
02.2011 - 01.2015
- Greeted customers entering the store to ascertain what each customer wanted or needed
- Described product to customers and accurately explained details and care of merchandise
- Politely assisted customers in person and via telephone
- Directed calls to appropriate individuals and departments
- Restocked inventory every month and reviewed data to verify proper replenishment
- Conducted weekly walk-throughs with the manager to discuss interior visual displays
Education
Pre Nursing -
Chattahoochee Technical College
Marietta, GA2014
Skills
- Upselling Products and Services
- Multitasking and Prioritization
- Issue and Complaint Resolution
- Verbal and Written Communication
- Account management
Languages
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Member service representative
Kaiser Permanente
04.2017 - 10.2021
Director Assistant: Logistics/ Dispatcher
Amazon
01.2016 - 03.2017
Receptionist / Sales Ambassador
OrangeTheory
02.2013 - 01.2016
Telephone operator/ Customer service rep
Walmart
02.2011 - 01.2015
Pre Nursing -
Chattahoochee Technical College
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