Ayana Devonish
Hollywood
Summary
Seeking Customer Service Rep role with 9 years of experience in customer support and operations supervision. Expert in managing high-volume calls, resolving customer inquiries, and improving satisfaction levels. Skilled in training, mentoring teams, and streamlining workflow processes for companies like Home Depot and Blue Cross/Blue Shield.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Arise / Home Depot / Carnival Cruise Line
04.2019 - Current
- Address inbound customer service inquiries and resolve concerns with professionalism.
- Assist with order placement and manage billing queries to ensure customer satisfaction.
- Provide informative and efficient support regarding cruise options, destinations, and amenities.
- Document interactions meticulously, ensuring detailed follow-up and resolution tracking.
Patient Access Tech (Admissions)
Fort Lauderdale Behavioral Health Center
11.2024 - 09.2025
- Running all prospective insurance for patients/ cross referencing the insurance to master file(ded, copay, oop)Collection excel sheet for financial responsibilityProviding Census update to management during shift
Customer Service Representative
Blue Cross/Blue Shield
08.2021 - 06.2022
- Provided comprehensive assistance to clients regarding their insurance claims, ensuring accuracy and clarity in the verification of claim information.
- Enhanced client satisfaction by effectively resolving claim-related inquiries and issues.
Customer Order Specialist
HSN
10.2019 - 05.2022
- Managed inbound calls, ensuring effective communication and customer satisfaction through prompt order placement assistance.
- Provided comprehensive product education to customers, enhancing their understanding and facilitating informed purchasing decisions.
Temporary Call Center Agent
Department of Children and Families (DCF)
09.2020 - 02.2021
- Responded to client inquiries regarding SNAP, Medicaid, and TANF application statuses, ensuring accurate information was conveyed and client concerns were addressed.
- Managed a high volume of inbound calls, providing timely and efficient assistance to enhance client satisfaction and support department objectives.
Operations Supervisor
Convey Health Solutions / CVS / United Pharmaceuticals LLC
09.2018 - 03.2019
- Managed a customer service team, ensuring high-quality support and efficient enrollment processes for CVS Caremark clients.
- Monitored compliance and attendance, issuing disciplinary reports when necessary, and compiled weekly performance reports for management review and strategic improvement.
- Mentored Team Leaders and facilitated cross-training to develop their skills and promote internal career advancement opportunities.
Operations Supervisor
Convey Health / Envision RX / United Pharmaceuticals LLC
04.2017 - 09.2018
- Managed a team of customer service agents, ensuring adherence to compliance standards and monitoring attendance and performance metrics.
- Compiled and analyzed weekly performance reports to inform management decisions and drive continuous improvement initiatives.
- Mentored team leaders, providing training and cross-training opportunities to support professional development and internal career advancement.
Operations Supervisor
Convey Health / Humana / United Pharmaceuticals LLC
10.2015 - 04.2017
- Supervised team performance, ensuring adherence to compliance protocols and customer service standards for Medicare and Affordable Care Act inquiries.
- Compiled and analyzed weekly performance reports to identify areas for improvement, facilitating operational enhancements and agent development.
- Mentored team leaders, providing training and cross-training opportunities to support professional growth and prepare them for advanced roles.
Team Leader/Mentor
Convey Health / United Pharmaceuticals LLC
10.2014 - 10.2015
- Provided floor support to agents, enhancing operational efficiency, and resolved member issues to ensure effective service delivery.
- Coordinated and executed agent training programs, while maintaining timely submission of all related reports and tracking daily agent activity.
Education
Licensed Practical Nursing - undefined
Everest Institute
Miami, FLHigh School Diploma - undefined
Continental Academy
Miami, FLSkills
- Excel
- Management
- Operations
- Customer Service
- Customer Care
- Call Center
- CSR
- Customer Support
- Phone Etiquette
- Leadership
- Team management
- Communication
- Problem-solving
- Conflict resolution
- Performance evaluation
- Time management
- Decision-making
- Process improvement
Certification
Driver's License
Personal Information
Driving License: Yes
Timeline
Patient Access Tech (Admissions)
Fort Lauderdale Behavioral Health Center
11.2024 - 09.2025
Customer Service Representative
Blue Cross/Blue Shield
08.2021 - 06.2022
Temporary Call Center Agent
Department of Children and Families (DCF)
09.2020 - 02.2021
Customer Order Specialist
HSN
10.2019 - 05.2022
Customer Service Representative
Arise / Home Depot / Carnival Cruise Line
04.2019 - Current
Operations Supervisor
Convey Health Solutions / CVS / United Pharmaceuticals LLC
09.2018 - 03.2019
Operations Supervisor
Convey Health / Envision RX / United Pharmaceuticals LLC
04.2017 - 09.2018
Operations Supervisor
Convey Health / Humana / United Pharmaceuticals LLC
10.2015 - 04.2017
Team Leader/Mentor
Convey Health / United Pharmaceuticals LLC
10.2014 - 10.2015
Licensed Practical Nursing - undefined
Everest Institute
High School Diploma - undefined
Continental Academy