Akneka Brookins
Forest Hills,PA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
23
23
years of professional experience
Work History
Lead Customer Service Advocate
Highmark, Inc
09.2007 - Current
- Lead, coach, consult and mentor team members
- Lead in performing quantitative and qualitative analysis of data, identification of gaps and communication of findings
- Lead in supporting the most complex benefits quality control and assurance activities by developing and maintaining workflow templates and other best practice activities for the organization
- Develop reports and solutions that provide project teams with critical metrics for effectively measuring and managing the most complex customer implementation deliverables and processes
- Quality review of correspondence, claims and /or internal documents to identify error trends
- Collaborated with cross-functional teams to identify areas for improvement and implement solutions.
- Developed comprehensive training materials to enhance team knowledge and performance.
- Implemented effective communication strategies, resulting in improved customer relations and teamwork among staff.
- Maintained detailed records of customer inquiries, complaints, resolutions, and follow-up actions taken by the team members involved in each case.
- Trained new and existing personnel regarding company operations, policies and services.
- Conducted regular performance reviews for staff members, providing guidance on ways to improve their skills and advance in their careers.
Member Service Advocate
Highmark, Inc.
11.2005 - 09.2007
- Handled varies special projects that required multitasking and problem solving
- Managed high call volumes while maintaining exceptional service quality and professionalism.
- Exceeded performance metrics by efficiently managing tasks and prioritizing workload.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Enrollment Representative
03.2002 - 11.2005
- Processed enrollment and electronic billing applications and answered inquires
- Competed various clerical tasks and verified accuracy of applications
Education
M.A. in Professional Counseling (60 hours) -
Liberty University
05.2019
Bachelors of Arts Degree, Organizational Leadership -
Point Park University
Certification, Secretarial Science -
Choice Word Processing
Skills
- Fast Learner
- Problem-Solving
- Administrative Support
- Multitasking and Organization
- Attention to Detail
Custom
- Facilitating Weekly Team Meeting
- Team one on one coaching sections
- New Hire, New Process and System Trainings
- Proficient in Microsoft Word, Excel, Access and PowerPoint
Custom
- Prison Ministry Volunteer, Present, 2012
- The American Christian Counselors Association, 2016
Timeline
Lead Customer Service Advocate
Highmark, Inc
09.2007 - Current
Member Service Advocate
Highmark, Inc.
11.2005 - 09.2007
Enrollment Representative
03.2002 - 11.2005
M.A. in Professional Counseling (60 hours) -
Liberty University
Bachelors of Arts Degree, Organizational Leadership -
Point Park University
Certification, Secretarial Science -
Choice Word Processing
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