Dawona Cox
Chicago,IL
Summary
I am an enthusiastic, self-motivated, reliable, responsible and hard working person
Offering excellent communication skills and proactive attitude towards problem-solving and customer service. Brings understanding of billing systems and ability to quickly learn new software and processes. Ready to use and develop communication and problem-solving skills in new challenging roles.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Patient Safety Attendant Supervisor
TouchPoint Support Services
Chicago, IL
02.2022 - 05.2024
- Visually and audibly monitors the assigned patient's condition and behavior at all times
- Completes observation reports at established interval
- Takes initiative in compassionately rendering service or responding to needs
- Interacts hospitably, cheerfully and supportively with staff, patients, visitors and work colleagues
- Verbally redirects the patient from engaging in at-risk behaviors
- Seeks help or advice as soon as possible when patient appears to be in medical distress or poses a threat, and escalates to assigned medical professionals
- Demonstrated adaptability by working with diverse populations, including patients with varying cognitive abilities, physical limitations, or cultural backgrounds.
- Utilized effective de-escalation techniques when encountering agitated or distressed patients, prioritizing safety for all involved parties.
Call Center Agent
SCR Medical Transportation
Chicago, IL
01.2019 - 02.2022
- Ensured efficient response to reservation calls, consistently answering in under three rings.
- Provide trip status updates in the form of ETA calls
- Ensure that all call center requirements outlined in the PACE contract are met or exceeded, i.e
- 95+ Percent of Calls Answered within2 minutes and talk-time of90 seconds or less
- Provide support to client's by addressing questions, issues, concerns, regarding registering for the service
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
Customer Service Representative
AT&T
Chicago, IL
09.2017 - 01.2019
- Handle customer interactions: Respond to customer calls, chats, emails, and social media inquiries
- Troubleshoot basic problems and escalate more complex issues to the right teams
- Provide information: Explain product features and bills to customers
- Build relationships: Listen to customers and build trust and loyalty
- Collect feedback: Gather customer feedback and document solutions
- Learn and grow: Stay up to date on AT&T's products and services, and learn new skills
- Identify sales opportunities
- Retain customers: Help customers learn about promotional plans and deals
- Entered patient billing data and verified clean claims for billing purposes.
- Established trust with clients through clear communication and transparent billing practices.
- Increased billing accuracy by reviewing and validating invoices before submission.
Education
Bachelor's - Business and Marketing
ALABAMA A&M UNIVERSITY
Huntsville, AL12.2021
HIGH SCHOOL DIPLOMA - undefined
LONGWWOOD HIGH SCHOOL
06.2016
Skills
- General Office Skills (2 years)
- Typing
- Sales
- Customer Service
- Leadership
- Warehouse Management (Less than1 year)
- Training & development
- Customer service
- Driving Experience (5 years)
- Front desk
- Medical office experience
- Mentoring (2 years)
- Customer Care
- Patient service
- Customer Service Skills (4 years)
- Customer Support
- Microsoft Office
- Social media management
- Microsoft Outlook
- Call Center (3 years)
- Home care
- Microsoft Word
- Mentoring
- Service billing arrangements
- Billing and invoicing
- Collaborative team work
- HIPAA compliance
- Professionalism and ethics
- Claims processing proficiency
- Managing records
- Collecting payments
Certification
Driver's License
Timeline
Patient Safety Attendant Supervisor
TouchPoint Support Services
02.2022 - 05.2024
Call Center Agent
SCR Medical Transportation
01.2019 - 02.2022
Customer Service Representative
AT&T
09.2017 - 01.2019
Bachelor's - Business and Marketing
ALABAMA A&M UNIVERSITY
HIGH SCHOOL DIPLOMA - undefined
LONGWWOOD HIGH SCHOOL