Summary
Overview
Work History
Education
Skills
Timeline
Generic

Alexiyanna Douglas

Ruskin

Summary

Hard-working professional with 5+ years of experience and a proven knowledge of conflict resolution, customer communications, and customer retention. Aiming to leverage my skills to successfully fill in the role at your company. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

10
10
years of professional experience

Work History

Home Health Representative

AdventHealth
02.2023 - 01.2025


  • Improved patient satisfaction by providing personalized home health care solutions and addressing individual concerns.
  • Streamlined communication between patients, families, and healthcare providers to ensure a seamless flow of information and timely updates.
  • Provided exceptional customer service by addressing inquiries professionally and promptly, fostering strong relationships with clients.
  • Conducted comprehensive assessments to determine patients'' needs and develop customized care plans accordingly.

Retention Specialist

Wipro
05.2021 - 01.2023
  • Reviewed successes and failures to learn from previous mistakes.
  • Communicated with clients and prospects using correct branding and terminology and confirmed clear customer comprehension.
  • Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
  • Modified, updated and processed existing policies.
  • Processed and recorded new policies and claims.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.

Call Center Representative Specialist

Alorica
02.2019 - 03.2021
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Engaged in learning and development opportunities to promote continued performance improvement.
  • Maintained 100% customer service satisfaction ratings through quality control.
  • Collaborated with shipping team to correct mistakes, track shipments and handle damage claims.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.

Billing Processor

HEALTH PLAN
05.2015 - 12.2018
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
  • Determine charges for services requested, collect deposits or payments, or arrange for billing
  • Review insurance policy terms to determine whether a particular loss is covered by insurance
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
  • Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.

Education

High School Diploma -

Chamberlain High School
Tampa, FL
06.2015

Skills

  • Decision Making
  • Equal Employment Opportunity (EEO)
  • Harassment Investigation
  • Procedure Compliance
  • Customer relations
  • Data entry proficiency
  • Client relationship building
  • Records management

Timeline

Home Health Representative

AdventHealth
02.2023 - 01.2025

Retention Specialist

Wipro
05.2021 - 01.2023

Call Center Representative Specialist

Alorica
02.2019 - 03.2021

Billing Processor

HEALTH PLAN
05.2015 - 12.2018

High School Diploma -

Chamberlain High School

Similar Profiles

CREATE PROFILE
Alexiyanna Douglas