Au Jaye Powell
Las Vegas
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
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. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
R.K MOTOR EXPRESS
Las Vegas
04.2022 - Current
- Conducted follow-up calls and chats with customers after resolving their inquiry.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Followed established protocols for escalation of unresolved customer issues to appropriate personnel.
- Provided top quality control and eliminated downtime to maximize revenue.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Updated databases with new and modified customer data.
- Answered incoming customer calls regarding product inquiries, orders, and complaints.
Healthcare Customer Service Representative
IRVINE REGIONAL
Irvine
04.2018 - 04.2022
- Applied HIPAA privacy and security regulations while handling patient information.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Ensured that proper follow up was completed after each interaction with a customer.
- Processed insurance verifications and authorizations to ensure coverage of services.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
- Verified demographics and insurance information to register patients in computer system.
- Scheduled and confirmed appointments.
- Handled incoming calls and directed callers to appropriate department or employee.
- Updated patient information in databases and adhered to confidentiality requirements.
- Worked with operating facilities to schedule procedures on behalf of surgeons.
Education
Associate of Science - Business Administration And Management
Ashford University
San Diego, CA06-2023
Skills
- Customer service
- Data entry
- HIPAA compliance
- Problem solving
- Effective communication
- Follow-up procedures
- Time management
- Customer relationship management
- Documentation skills
- Appointment scheduling
- Microsoft Excel
- Policy adherence
- Professional phone voice
- Multitasking and organization
Timeline
Customer Service Representative
R.K MOTOR EXPRESS
04.2022 - Current
Healthcare Customer Service Representative
IRVINE REGIONAL
04.2018 - 04.2022
Associate of Science - Business Administration And Management
Ashford University