Ayo Raiford
Deerfield Beach,FL
Summary
Customer support professional delivering fast, empathetic, high-volume service across phone, chat, and email (80+ contacts/day) with rigorous accuracy and compliance. Proven de-escalation and problem-solving skills—resolving 90%+ escalations independently and maintaining 99% CRM documentation accuracy—while driving efficiency improvements (15% lower AHT, 20–25% faster partner processing). Trusted partner in regulated environments (HIPAA) who collaborates cross-functionally, communicates clearly, and elevates the client experience with attentiveness, compassion, and results.
Overview
11
11
years of professional experience
Work History
Premier Consumer Analyst
ATT
Miami, FL
08.2024 - Current
- Supported 80 + customer interactions per day across phone, live chat, and email, maintaining 9%+ CSAT while meeting strict productivity and quality benchmarks.
- Resolved complex billing, insurance, coverage, and account structure inquiries, clearly explaining benefits, charges, and next steps to reduce confusion and build trust.
- Maintained 99% documentation accuracy within CRM systems and internal databases, ensuring compliance with regulatory, billing, and data integrity standards.
- De-escalated high-emotion or sensitive interactions with empathy and professionalism, successfully resolving 90%+ escalations without supervisor intervention.
- Collaborated effectively in remote or hybrid environments, leveraging asynchronous communication tools to meet SLAs, turnaround times, and service-level KPIs.
- Adapted quickly to new technologies, workflows, and systems, consistently meeting or exceeding performance metrics in fast-paced, regulated environments.
Customer Support Specialist
Health Resource, LLC
Coral Springs, FL
09.2020 - 07.2024
- Supported customers across phone, chat, and email (50+ contacts/day) with clear, empathetic communication and quick resolutions.
- Conducted thorough follow-ups, resulting in a 25% increase in customer trust and retention.
- Reduced average handle time by 15% without compromising quality or care.
- Partnered with product and engineering to cut bug-related tickets by 20%.
- Closed the loop with proactive follow-ups, boosting trust and retention by 25%.
- Joined regular coaching/QA huddles, contributing to a 10% improvement in team communication over six months.
Patient Experience Specialist
United Health Partners
Coral Gables, FL
04.2015 - 09.2020
- Ensured adherence to confidentiality, privacy, and regulatory standards (HIPAA, state behavioral health requirements), with zero compliance findings during internal reviews.
- Collaborated with clinical teams, care coordinators, and leadership to resolve service gaps, address access barriers, and support trauma-informed, client-centered practices.
- Assisted with onboarding and maintenance of partner records, credentials, and agreements, reducing processing time by 20–25% through standardized workflows.
- Supported 50–75+ active partnerships with providers, community agencies, and internal care teams to ensure continuity of behavioral health services and referral pathways.
- Coordinated intake, documentation, and follow-up activities for 100+ monthly service requests, maintaining 98–99% accuracy in records involving sensitive client and provider data.
- Acted as a primary point of contact for partners, responding to inquiries within 24–48 hours, improving partner satisfaction and reducing escalation rates by 30%.
Education
Post-Degree Certificate - Full Stack Web Development
BrainStation formerly Wyncode Academy
Miami, FL05.2020
Bachelor Of Arts And Science - Political Science / International Relations minor in Business Administration
Spelman College
Atlanta08.2001
Skills
Compliance & Confidentiality (HIPAA)
Stakeholder Communication
Data Tracking & Reporting
Process Improvement
Customer & Client Support
Credentialing & Enrollment Support
Cross-Agency Collaboration
Timeline
Premier Consumer Analyst
ATT
08.2024 - Current
Customer Support Specialist
Health Resource, LLC
09.2020 - 07.2024
Patient Experience Specialist
United Health Partners
04.2015 - 09.2020
Post-Degree Certificate - Full Stack Web Development
BrainStation formerly Wyncode Academy
Bachelor Of Arts And Science - Political Science / International Relations minor in Business Administration
Spelman College