Al-Nisha Baker
Mascotte,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
Work History
Technology Student Enrollment Specialist
FIU
04.2021 - 11.2023
- Increased student enrollment by developing and implementing targeted outreach strategies.
- Streamlined application processes for faster response times and improved student satisfaction.
- Collaborated with academic departments to ensure accurate program information was provided to prospective students.
- Reduced processing time for enrollment applications by refining internal systems and procedures.
- Maintained accurate records of all interactions with prospective students, enabling informed decision-making on future recruitment strategies.
- Provided ongoing support to enrolled students throughout their educational journey, fostering strong connections between learners and the institution.
- Implemented data-driven techniques to identify areas where improvements could be made within the enrollment process, leading to higher efficiency and better outcomes.
- Collaborated with faculty, staff and students to identify and address institutional challenges.
- Participated in professional development opportunities, staying current on industry trends and best practices in student recruitment and enrollment management.
Senior Customer Service Representative Lead
CVS Healthcare
07.2016 - 04.2021
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues in a professional manner.
- Streamlined call center operations for increased efficiency by implementing new protocols and procedures.
- Developed successful rapport with clients through effective communication, resulting in long-term relationships and repeat business.
- Managed a team of customer service representatives, providing ongoing support and coaching to improve performance metrics.
- Collaborated with cross-functional teams to identify areas for process improvement, resulting in reduced customer complaints.
- Conducted regular performance reviews for team members, identifying strengths and areas for growth to enhance individual development plans.
- Delivered comprehensive training programs for new hires, ensuring they were equipped with the necessary skills and knowledge to excel in their roles.
- Recognized as a top performer consistently meeting or exceeding key performance indicators related to call handling time, first-call resolution rates, and customer satisfaction scores.
- Served as an escalation point for complex or high-priority cases, utilizing advanced problem-solving skills to achieve favorable outcomes for both the company and customers.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Onboarded and trained customer representatives to meet performance and service goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Business Office Specialist/Insurance Verification Specialist
Aspire Healthcare
01.2006 - 09.2016
- Streamlined office operations by implementing efficient filing systems and workflow processes.
- Handled sensitive information with discretion while maintaining strict confidentiality protocols throughout daily operations in the business office setting.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Applied core knowledge to effectively communicate sensitive or technical information while adhering to regulatory guidelines.
- Prepared and processed patient referrals and transfer requests.
- Answered phone calls and messages for physician medical facility, scheduling appointments, and handling patient inquiries.
- Managed office bookkeeping with insurance billing and patient payments.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Registered and verified patient records before triage with most up-to-date information.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Processed medical insurance claims and payments.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
Education
High School Diploma -
Edgewater High School
Orlando, FLSkills
- Filing and data archiving
- Data accuracy
- Meticulous attention to detail
- Medical Terminology
- Customer Service-Oriented
- Spreadsheet Management
- Project Management
- Data Entry
- Problem-solving abilities
- CRM Software Experience
- Salesforce Experience
- Call center experience
Timeline
Technology Student Enrollment Specialist
FIU
04.2021 - 11.2023
Senior Customer Service Representative Lead
CVS Healthcare
07.2016 - 04.2021
Business Office Specialist/Insurance Verification Specialist
Aspire Healthcare
01.2006 - 09.2016
High School Diploma -
Edgewater High School
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