Summary
Overview
Work History
Education
Skills
Timeline
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Aliyah Bailey

Beltsville,MD

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Midtown Group
12.2020 - 07.2024
  • Boosted member retention rates by consistently providing exceptional customer service and support.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Handled on average 25 calls per hour exceeding target rate by 60%.
  • Met customer call guidelines for service levels, handle time and productivity.

Healthcare Customer Service Representative

LaSalle Network
11.2016 - 12.2020
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers needs and providing accurate information based on their inquiries.
  • Communicate effectively, build rapport, and provide a high level of professionalism through written and oral communication.

Education

High School Diploma -

Charles Herbert Flowers High School
Springdale, MD

Skills

  • CRM Software
  • Salesforce
  • Zendesk
  • Active Listening
  • Verbal & Written Communication
  • Organizational Skills

Timeline

Customer Service Representative

Midtown Group
12.2020 - 07.2024

Healthcare Customer Service Representative

LaSalle Network
11.2016 - 12.2020

High School Diploma -

Charles Herbert Flowers High School

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Aliyah Bailey