Armani Wright
Goldsboro,NC
Summary
Organized Customer Service Representative with 3 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating and maintaining professionalism in stressful situations. Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented, proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in Microsoft Outlook, Word & Excel.
Overview
7
7
years of professional experience
Work History
Healthcare Customer Service Representative
Everise
01.2021 - Current
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Resolved billing inquiries and disputes in timely fashion.
Customer Service Specialist
Aetna, A CVS Health
12.2019 - 01.2021
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention .
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Maintained up-to-date knowledge of products and services to provide accurate information to customers.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Reduced response time for customer inquiries by streamlining communication processes.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
Chat Support Representative
Butterball
08.2016 - 12.2019
- Handled inbound customer chat conversations from various websites.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered excellent customer service, resulting in consistent 98% customer satisfaction rating.
Education
Goldsboro High School
Goldsboro, NCBBA -
Strayer University
Washington, DC06.2026
Skills
- Verbal and written communication skills
- Active listening
- Healthcare industry understanding
- Critical thinking
- Data entry proficiency
- Problem-solving abilities
- Software proficiency
- De-Escalation Techniques
- Typing proficiency 63 WPM
- Analytical
Timeline
Healthcare Customer Service Representative
Everise
01.2021 - Current
Customer Service Specialist
Aetna, A CVS Health
12.2019 - 01.2021
Chat Support Representative
Butterball
08.2016 - 12.2019
Goldsboro High School
BBA -
Strayer University