Anastasiya Houghton
Fort Campbell,KY
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers and coordinating care. Offers skill with CRM and HRM systems paired with outstanding active listening and multitasking abilities.
Overview
7
7
years of professional experience
Work History
Inbound Customer Service Representative
Humana
11.2021 - Current
- Streamlined account management processes for increased efficiency and accuracy in handling member accounts.
- Collaborated with cross-functional teams to develop new initiatives aimed at improving member experience.
- Utilized CRM systems proficiently for managing member interactions, ensuring timely follow-ups and comprehensive recordkeeping.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved accounting, service and delivery concerns.
- Improved communication among healthcare providers, streamlining the coordination of services for patients.
- Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
Resident Services Coordinator
WinnCompanies
06.2021 - 11.2021
- Developed strong relationships with community partners to enhance available resources for residents.
- Managed accurate record-keeping systems to track resident interactions, incidents, and program participation effectively.
- Supported successful lease renewals by maintaining open lines of communication between residents and property management staff.
- Served as a liaison between property management staff and residents to address concerns effectively before escalating issues higher up in the organization.
Executive Assistant
CellTrust Corporation
08.2019 - 02.2020
- Served as a liaison between departments to facilitate effective communication throughout the company.
- Contributed to budget management by monitoring expenses and providing detailed expenditure reports regularly.
- Handled payroll processing tasks accurately while maintaining strict adherence to deadlines for timely payments.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Used advanced software to prepare documents, reports, and presentations.
Human Resource Specialist
U.S. Army
08.2016 - 05.2019
- Maintained accurate personnel records, accounting, and strength management reports ensuring compliance with all relevant regulations and company policies.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Completed human resource operational requirements by scheduling and assigning employees.
- Evaluated existing HR procedures and implemented improvements for increased efficiency in daily operations.
- Managed payroll processing and benefits to compensate employees for service rendered.
Education
Associates of Science - Health Care
Nashville State Community College
Nashville, TNMedical Coding and Billing Certification -
Texas A&M University
Bachelor of Science - Healthcare Management
Western Governors University
Salt Lake City, UTSkills
- Customer Service
- Data Entry
- Customer Relationship Management (CRM)
- Microsoft Office Expertise
- Critical Thinking
- Conflict Resolution
- Administrative Support
- Personnel Management
- Leave Management
- Payroll Processing
- Benefits Administration
- HR Policies Implementation
- Account management
- Time management
- Healthcare Operations
- Care Planning
Timeline
Inbound Customer Service Representative
Humana
11.2021 - Current
Resident Services Coordinator
WinnCompanies
06.2021 - 11.2021
Executive Assistant
CellTrust Corporation
08.2019 - 02.2020
Human Resource Specialist
U.S. Army
08.2016 - 05.2019
Associates of Science - Health Care
Nashville State Community College
Medical Coding and Billing Certification -
Texas A&M University
Bachelor of Science - Healthcare Management
Western Governors University