Ashiah Uzzle
Greensboro,NC
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
12
12
years of professional experience
Work History
Customer Experience Agent
Rent The Runway
WFH
10.2023 - 05.2024
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Leveraged excellent listening skills to understand each customer''s unique situation, resulting in tailored recommendations that met their specific needs.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
Patient Access Representative
Conduent
Chesapeake, VA
01.2018 - 04.2021
- Routinely updated clients following SLA guidelines, leading to a 95% satisfaction rate
- Actively engaged with additional support channels, increasing customer engagement by 40%.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
Claims Representative
Sutherland Global
Chesapeake, VA
03.2015 - 01.2018
- Followed up with customers on unresolved issues.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Coordinated with healthcare providers to verify treatment plans and expenses.
- Verified client information by analyzing existing evidence on file.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
- Streamlined data entry processes, improving efficiency in claim file management.
Office Administrative Assistant
Coastal Services
Norfolk,VA
11.2012 - 01.2015
- Resolved complaints, prioritizing customer satisfaction and loyalty
- Trained and mentored associates on performance-oriented strategies
- Drove customer satisfaction surveys and problem-solving initiatives.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Enhanced team collaboration by effectively scheduling meetings and coordinating calendars for multiple executives.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Managed filing system, entered data and completed other clerical tasks.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Education
High School Diploma -
Granby High School
Norfolk, VASkills
- Home network management
- Personal computer maintenance
- POS systems
- Switched telephone operation
- Multi-line phone talent
- Typing 45 WPM
- CRM expertise
- Entrepreneurial mindset with a focus on client experience management
- Adept in fast-paced, high-output environments
- Multi-Line Phone Systems
- Customer Service
- Data Entry
- Microsoft Office
- Money handling abilities
- Administrative and Office Support
- Complaint Handling
- Performance Tracking
- Call center experience
- Technical Support
- Customer Data Confidentiality
- Medical terminology knowledge
Timeline
Customer Experience Agent
Rent The Runway
10.2023 - 05.2024
Patient Access Representative
Conduent
01.2018 - 04.2021
Claims Representative
Sutherland Global
03.2015 - 01.2018
Office Administrative Assistant
Coastal Services
11.2012 - 01.2015
High School Diploma -
Granby High School