Anayjah Jones-Samuels
Columbia,SC
Summary
Dedicated and experienced Customer Support Specialist with a proven track record in providing exceptional service through chat, email and phone support. Seeking a remote position with a focus on growth, where I can contribute to maintaining high customer satisfaction levels. I possess comprehensive knowledge of computer and data entry systems, knowledge of confidentiality protocols and customer support procedures.
Overview
5
5
years of professional experience
Work History
Patient Care Advocate
Pearl Interactive Network
07.2024 - Current
- Provide assistance to patients with questions about their medications, including guidance on prescription refills, dosage instructions, and potential side effects.
- Address any issues related to prescription processing, such as medication shortages, insurance coverage discrepancies, or delays in shipments.
- Educate patients on proper medication usage, potential interactions, and assist with medication adherence programs to improve patient health outcomes.
- Communicate with physicians, pharmacists, and insurance companies to resolve issues related to prescription accuracy or coverage.
- Help patients understand their prescription insurance benefits, including formulary options and co-payments, and assist with pre-authorizations or formulary exceptions when necessary.
- Act as an advocate for patients to ensure they receive the medications they need in a timely manner, and help resolve any issues with claims, refills, or delivery.
- Accurately enter and maintain patient information, medication history, and interactions in the pharmacy’s system to ensure proper care coordination.
- Ensure all interactions comply with HIPAA and other healthcare regulations, maintaining patient confidentiality at all times.
- Regularly check in with patients to monitor their satisfaction, help them with any ongoing medication needs, and ensure continued adherence to prescribed treatments.This role combines customer service, problem-solving, and healthcare knowledge to ensure that patients receive the best possible experience with their prescriptions and medications.
Customer Support Specialist
Foundever|Capital One
10.2022 - 04.2023
- Assisted customers with processing payments through the Capital One online banking app, phone IVR system as well as in person payments at accredited payment centers.
- Actively prevented fraud and disputed fraudulent credit card transactions using the fraud detection system as well as following guidelines on how to identify and report fraud.
- Managed a high volume of calls ranging from general inquiries to reporting credit card fraud while maintaining excellent customer service and professionalism while also adhering to call quality guidelines and procedures.
- Arranged travel accommodations for Capital One Travel members based on the clients budget, interests and needs while resolving any possible mishaps that should occur.
- Optimized workflow, multitasking between inbound calls, emails, and chat support being sure to maintain excellent communication and customer service.
Customer Support Specialist
Alorica|Dominion Energy
06.2021 - 10.2022
- Assisted customers with restoring or deactivating gas utilities based on account status and eligibility.
- Dispatched Technicians to appointments and emergencies for various utility related reasons such as restoring utilities, turning off utilities, possible gas leaks, carbon monoxide leaks, etc.
- Assisted customers with program transfer for utilities and other programs that reduce costs for low income families and individuals such as Pipp.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Accountable for relaying the status account balances and account utilities and actions that need to be taken to improve account status. Also updated any necessary information on the account such as personal and payment information.
Customers Support Expert
Teleperformance|EFTPS
03.2020 - 06.2021
- Assisted customers with making federal tax payments while adhering to EFTPS and IRS guidelines to ensure proper payment processing.
- Utilized various data entry software programs to input and update customer information and payment information.
- Verified proper tax form numbers, personal information and tax identification numbers and other confidential data.
- Improved data accuracy by meticulously verifying and correcting information during entry into the tax system as well as Microsoft office and excel.
- Maintained great customer satisfaction and professionalism while communicating with customers through phone, email and live chat
Education
Associate Degree In Applied Sciences - Cosmetology
Central Piedmont Community College
Charlotte, NC12.2019
Skills
- Conflict Resolution Skills
- Customer Relationship Management (CRM)
- CRM Software
- Call center experience
- Live chat support
- Quality Assurance
- Payment Processing
- Customer Relations
- Microsoft Excel
- Administrative Support
- Computer Proficiency
- Paperwork Processing
- Patient care
- HIPAA compliance
- Claims processing
- Medical terminology
Timeline
Patient Care Advocate
Pearl Interactive Network
07.2024 - Current
Customer Support Specialist
Foundever|Capital One
10.2022 - 04.2023
Customer Support Specialist
Alorica|Dominion Energy
06.2021 - 10.2022
Customers Support Expert
Teleperformance|EFTPS
03.2020 - 06.2021
Associate Degree In Applied Sciences - Cosmetology
Central Piedmont Community College
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