Twyla Richardson
Kingwood,Texas
Summary
Experienced service representative delivering exceptional customer service to patients and families for over 5 years. Proficient in problem-solving, time management, and multitasking for efficient support. Committed to upholding patient confidentiality and providing compassionate care. Proven customer service specialist adept at resolving complex issues, improving client satisfaction, and fostering collaborative teamwork. Skilled in communication, conflict resolution, and achieving results with reliability and adaptability to meet evolving needs successfully.
Professional customer service specialist with proven track record of resolving complex issues and enhancing client satisfaction. Strong focus on team collaboration, adaptability, and achieving results. Skilled in communication, conflict resolution, and problem-solving. Known for reliability and ability to meet changing needs effectively.
Overview
12
12
years of professional experience
Work History
Customer Advocate Representative
MAXIMUS
04.2024 - Current
- Acts as a point of contact for customers, primarily responsible for answering inquiries, resolving issues, and providing information regarding government programs and services that Maximus administers, often through phone calls, web chat, or written correspondence, while ensuring a positive customer experience and advocating for their needs within the company's guidelines
- Staying updated on government program regulations, eligibility requirements, and policy changes to accurately answer customer questions
- Following established procedures and privacy guidelines to protect sensitive customer data.
- Provides timely and successful QC of incoming complaints, inquiries and telephone calls
- Provide accurate account analysis and documentation, as requested by both internal and external customers within established deadlines.
- Assigns and monitors procedural updates to ensure that they reflect work practices and comply with servicing requirements.
- Streamlined communication channels for improved response times to customer inquiries.
MEDICAL RECORDS BOOKMARKER
MAXIMUS
01.2023 - 03.2024
- Responsibility of going through an entire medical record and determining what is pertinent to the case using the tools at their disposal and best judgment.
- Separate all pertinent information from the Veteran's medical record
- Successfully research and document medical conditions
- Communicate with VBMS for CAPRI checks if needed
- Make sure the case is complete before the scheduled exam
- Maintain the correct status in OMS for each case
- Research both common and uncommon medical conditions
- Ensure compliance with HIPAA
- Break down and scan physical c-files if needed
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Data Entry Coordinator
HOUSTON COMMUNITY COLLEGE
08.2016 - 12.2022
- Responds to special requests and projects, frequently under deadline conditions.
- Files correspondence, records, and other department documents.
- Prepares basic reports, such as budget, payroll and enrollment reports, as directed by supervisor.
- Send, receive, and distribute faxes.
- Answer and screen phone calls, handling multiple lines.
- Type correspondences, grant applications and other documents from notes, copies, or rough drafts.
- Reduced manual workload by leveraging automation tools where applicable.
- Performed regular audits of entered data, identifying discrepancies and rectifying errors promptly.
- Compiled and sorted information to prepare source data for computer entry.
ADMISSIONS COORDINATOR
HOUSTON COMMUNITY COLLEGE
04.2013 - 07.2016
- Conducting individual consultations with prospective students to assess their academic background, discuss program options, and answer questions about the admissions process.
- Evaluating student applications, verifying transcripts and other documentation, and making admissions decisions based on established criteria.
- Participating in community events, high school visits, and virtual presentations to promote HCC programs and attract new students
- Assisting students with the registration process, including course selection, financial aid, and payment options
- Managing student application data, tracking enrollment statistics, and ensuring accurate recordkeeping
- Working closely with academic advisors, financial aid officers, and student services to provide a seamless student experience
- Handled inquiries from prospective students to provide detailed information regarding admissions process.
Education
Associate of Arts - Business Communication
TEXAS SOUTHERN UNIVERSITY
Houston, TX05.2015
Skills
- Proficiency with Microsoft and Adobe programs
- Functional knowledge of medical terminology
- Excellent interpersonal and communication skills
- Excellent organizational skills and attention to detail
- Ability to multi-task
- Ability to work in a fast-paced environment
- Excellent written and verbal communication skills
Timeline
Customer Advocate Representative
MAXIMUS
04.2024 - Current
MEDICAL RECORDS BOOKMARKER
MAXIMUS
01.2023 - 03.2024
Data Entry Coordinator
HOUSTON COMMUNITY COLLEGE
08.2016 - 12.2022
ADMISSIONS COORDINATOR
HOUSTON COMMUNITY COLLEGE
04.2013 - 07.2016
Associate of Arts - Business Communication
TEXAS SOUTHERN UNIVERSITY