Alkazia Cooke
Houston,Texas
Summary
Dynamic Customer Service Representative with over 6 years of experience fostering customer satisfaction and loyalty. Expertise in conflict resolution and process improvement has led to enhanced customer engagement and optimized scheduling practices. Strong time management and collaborative skills ensure consistent delivery of exceptional service, supported by effective multi-tasking and insightful feedback analysis. Committed to leveraging these abilities to drive innovative solutions within customer service environments, ensuring a positive impact on both clients and team performance.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Nexa-Maps Communication
Remote
05.2025 - 03.2026
- Resolved customer inquiries and issues through phone, email, and chat support.
- Collaborated with team members to enhance service delivery and streamline processes.
- Managed data entry tasks using advanced spreadsheet software to ensure accuracy and consistency.
- Utilized CRM software to track interactions, ensuring accurate documentation of customer interactions and resolutions.
- Enhanced patient privacy by meticulously scanning and organizing medical records into electronic systems.
Customer Service Representative - Call Center (Remote)
Akumin Radiology Services
Plantation, FL
04.2024 - 08.2024
- Process medical documentation with precision, ensuring accurate patient records and seamless appointment management across multiple facilities.
- Build strong relationships with radiology staff and referring physicians to optimize scheduling efficiency and patient care delivery.
- Streamline scheduling workflows and reduce wait times through proactive coordination with medical teams and insurance providers.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
PFS Group
10.2023 - 01.2024
- Verified insurance coverage and demographics to ensure accurate billing, facilitating seamless patient registration.
- Managed patient inquiries and resolved questions on balances, enhancing clarity and satisfaction for over 50 calls daily.
- Handled patient payments and processed financial assistance applications while maintaining strict HIPAA compliance
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Tegria RCM
07.2022 - 07.2023
- Assisted clients, resolving inquiries promptly, enhancing satisfaction and loyalty.
- Managed high call volumes, achieving response rate targets, improving service efficiency.
- Utilized CRM software, tracked interactions, ensured accurate client data management.
- Collaborated with team to streamline processes, reducing response times significantly.
- Appointment confirmations, rescheduling of appointments.
Senior Patient Access Representative
UT Health Neurosciences
Katy, TX
09.2020 - 07.2022
- Prepare patients to facilitate smooth flow, and provide other general assistance to the provider and staff as necessary.
- Communicates with patients via telephone, email, or live chat to schedule appointments.
- Explains all required forms to the patient or guarantor and obtains the necessary signatures.
- Protects the financial integrity of the facility by collecting patient liability, establishing payment arrangements, discussing payment options and screening for eligibility.
Patient Access Representative 2
Memorial Hermann Hospital
Memorial City
02.2018 - 08.2020
- Responsible for preregistering patients for scheduled admissions and outpatient programs, obtaining authorization and checking insurance eligibility.
- Welcomes patients and visitors to the hospital by greeting in person, via phone, email, or online chat, to provide support and services.
- Fields patient and family members questions and concerns.
- Collect all necessary paperwork from patients and maintain accurate patient records. Scan information to patients electronic record.
- Verify insurance and request referrals. Collect copays and balances.
Cashier
Kirkland's Home Decor
Houston, TX
09.2017 - 02.2018
- Managed point-of-sale transactions with precision, balanced daily registers, and resolved customer inquiries while maintaining exceptional service standards.
- Assisted customers with product selections and payment processing while fostering a welcoming shopping environment and mentoring new team members.
- Coordinated with merchandising team to optimize product displays and enhance store layout, resulting in improved customer flow and shopping experience.
Assistant Manager
Pepperonis Pizza
Pearland, TX
10.2016 - 08.2017
- Led daily operations and staff of 12, optimized scheduling system, and enhanced customer satisfaction through streamlined service delivery at high-volume pizza restaurant.
- Managed inventory control, reduced waste, and maintained quality standards while supervising food preparation and customer service operations.
- Coordinated with kitchen and front-of-house teams to ensure seamless service flow, resolve operational challenges, and maintain high service standards.
- Implemented new training procedures and operational protocols that improved team efficiency and enhanced overall restaurant performance.
Education
High School -
Jefferson Davis High School
01-2016
Skills
- Document analysis
- Information collection
- Revenue Cycle Management
- Insurance Verification
- Adaptability
- Conflict Resolution
- Medical Receptionist
- Medical Billing
- Office Management
- Organizational Skills
- Live Chat
- Medical Terminology
- Customer Service
- Databases
- EMR Systems
- Phone Etiquette
- Medical Records
- HIPPA
- Hospital Experience
- Accounts Receivable
Timeline
Customer Service Representative
Nexa-Maps Communication
05.2025 - 03.2026
Customer Service Representative - Call Center (Remote)
Akumin Radiology Services
04.2024 - 08.2024
Customer Service Representative
PFS Group
10.2023 - 01.2024
Customer Service Representative
Tegria RCM
07.2022 - 07.2023
Senior Patient Access Representative
UT Health Neurosciences
09.2020 - 07.2022
Patient Access Representative 2
Memorial Hermann Hospital
02.2018 - 08.2020
Cashier
Kirkland's Home Decor
09.2017 - 02.2018
Assistant Manager
Pepperonis Pizza
10.2016 - 08.2017
High School -
Jefferson Davis High School