Alicia Nesby
Memphis ,TN
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
13
13
years of professional experience
Work History
Patient Care Advocate
Accredo Specialty Pharmacy
10.2014 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Completed data entry tasks with accuracy and efficiency.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Verified accuracy of data entered into system to produce error-free reports.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Responded to inbound inquiries regarding accounts and payments.
- Reconciled accounts receivable ledger to verify payments and resolve variances.
- Documented class attendance and participation and provided feedback to management.
- Identified areas in need of improvement and implemented solutions.
- Administered assessments before, during and after courses.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Patient Financial Service Lead
Methodist
11.2010 - 10.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Self-motivated, with strong sense of personal responsibility
- Skilled at working independently and collaboratively in team environment.
- Worked well in team setting, providing support and guidance.
- Proven ability to learn quickly and adapt to new situations.
Education
Master of Science - Health Services Administration
Strayer University
Washington, DC12.2023
Bachelor of Science - Health Services Administration
University of Memphis
Memphis, TN10.2010
High School Diploma -
Ridgeway High School
Memphis, TN05.2003
Skills
- Staff Training
- Spreadsheets
- Authorizations
- Database Uploading
- Business Administration
- Meeting Support
- Data Imports
- A/P and A/R Expertise
- Multi-line phone talent
Timeline
Patient Care Advocate
Accredo Specialty Pharmacy
10.2014 - Current
Patient Financial Service Lead
Methodist
11.2010 - 10.2014
Master of Science - Health Services Administration
Strayer University
Bachelor of Science - Health Services Administration
University of Memphis
High School Diploma -
Ridgeway High School