Malieka Lyles
Upper Marlboro,US
Summary
Experienced and dedicated professional with a strong track record of delivering exceptional results. Collaborative and adaptable, I excel at working within teams and adjusting to evolving needs. Skilled in communication, problem-solving, and customer relations, my goal is to achieve impactful outcomes. Known for my proactive approach, integrity, and ability to forge lasting professional relationships.
Overview
7
7
years of professional experience
Work History
Mapping Support
Marathon TS
08.2024 - 12.2024
- Updated geographic databases regularly, ensuring that vital information remained current and accurate.
- Reviewed maps used in company's GPS products and edited representations with [Software].
- Assured quality control over produced maps through rigorous checking procedures before final delivery.
- Optimized data collection methods using GPS devices or remote sensing equipment during fieldwork assignments.
- Worked with geographical information systems (GIS) to model and analyze topographical landscape features.
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Contributed to building a positive work environment by maintaining strong relationships with coworkers.
- Actively participated in team meetings, sharing insights on best practices and potential improvements.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
Patient Service Representative
Community Radiology Associates
06.2023 - 01.2024
- Worked productively to determine the needs of customers and fast track solutions to those needs
- Answered inquiries by effectively researching, locating and relaying information to customers
- Maintained call center database by collecting and recording information
- Continually worked to enhance call center's reputation by providing quality and timely service
- Worked effectively to verify insurance information for customers and gather payment information for co-payments
- Answered incoming calls, scheduled appointments and filed medical records.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Greeted and assisted patients with check-in procedures.
Fun Expert
Carnival Cruise Lines
07.2022 - 05.2023
- Strengthened team dynamics through constructive interactions with staff and management.
- Maximized customer service and satisfaction by providing directions to visitors regarding requested locations, events and landmarks.
- Streamlined the booking process for clients through effective communication of available options, pricing, and scheduling logistics.
- Provided superior customer service by addressing concerns promptly and professionally, resolving issues before they escalated.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained up-to-date knowledge of product and service changes.
Pharmacy Coordinator
Mindlance
01.2022 - 03.2022
- Performed over 200 inbound and outbound calls a day to maintain the company's turn around time with customers
- Worked closely with Microsoft Office, Excel and PowerPoint to keep the job operating effectively and to actively communicate to my team if needed
- Greeted all customers with a smile and enthusiasm
- Answered all customer queries to the best of my ability
- Researched information on vehicles of customers interest and check showroom for inventory to schedule a test drive with customer
- Scheduled customer's appointment for a visit of the showroom to keep showroom traffic flowing consistently
- Managed a group of four associates and worked to enhance our overall productivity
- Worked to promote the auto giants brand and to keep customer flow consistent and active
- Performed over 300 outbound calls and worked customers active work plan
- Worked closely with Microsoft outlook to communicate to my team As well as get information on active meetings
- Perform clerical duties such as typing, proofreading, and sorting mail
- Educated patients on proper medication use.
- Counseled patients regarding proper intake of medications.
- Advised patients on medication side effects and contraindications and explained proper administration.
- Effectively prioritized tasks and organized workflow to increase efficiency.
- Provided consultations and answered inquiries from patients, healthcare professionals and physicians regarding drugs, potential side effects, and specified use.
Call Center Representative
Auto Giants
03.2018 - 09.2020
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and provided backup support for organizational leadership.
Education
High School Diploma -
Thomas Stone High School
Waldorf, MD06.2013
Skills
- Ability to Work in a Team - Expert
- Active Listening - Expert
- ICD-10 - Experienced
- Call Center - Expert
- Communication - Expert
- ICD-9 - Experienced
- Data Entry - Expert
- Coordinate systems
- Field data collection
- Topographic mapping
- GIS software proficiency
- Active listening
- Critical thinking
- Customer service
- Microsoft Excel
- Payment processing
- Client relations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call center operations
- Quality control
Timeline
Mapping Support
Marathon TS
08.2024 - 12.2024
Patient Service Representative
Community Radiology Associates
06.2023 - 01.2024
Fun Expert
Carnival Cruise Lines
07.2022 - 05.2023
Pharmacy Coordinator
Mindlance
01.2022 - 03.2022
Call Center Representative
Auto Giants
03.2018 - 09.2020
High School Diploma -
Thomas Stone High School
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