Debreka Walker
Petersburg,VA
Summary
Dynamic customer service professional with over 5 years of experience in fast-paced call center environments and human services, complemented by retail exposure. Proven track record in leveraging interpersonal communication skills to enhance customer satisfaction and navigating high-pressure situations with ease. Strong time management and task prioritization abilities contribute to overall team efficiency. Seeking to further apply expertise in a collaborative workplace that values exceptional service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Direct Support Professional
Heart to Heart Residential
S. Chesterfield, VA
06.2023 - 01.2025
- Assisted clients with maintaining good personal hygiene.
- Monitored health and well-being of clients and reported significant health changes.
- Monitored clients' activity levels and helped prevent sedentary behavior.
- Encouraged positive behavior through modeling appropriate responses and reinforcing desired behaviors.
Direct Support Professional
Reaching Milestones
Chesterfield, VA
03.2023 - 06.2023
- Assisted clients with maintaining good personal hygiene.
- Monitored health and well-being of clients and reported significant health changes.
- Encouraged positive behavior through modeling appropriate responses and reinforcing desired behaviors.
- Followed care plan and directions to administer medications.
- Monitored client's well-being, safety and comfort under physician direction.
- Enhanced patient wellbeing by supporting participation in recreational activities.
- Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
- Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
- Organized oral medications for clients following dosage and schedule requirements.
- Tracked and reported clients' progress based on observations and conversations.
Customer Service Representative
Conduent
Chesterfield, VA
06.2018 - 10.2022
- Maintained positive working relationship with fellow staff and management.
- Compiled and documented information regarding applicant's income, assets, insurance coverage and other relevant data.
- Researched discrepancies between submitted forms and available records to ensure compliance with regulations.
- Processed requests for changes in existing Medicaid cases.
- Verified accuracy of applicant's financial information against third-party sources such as employers, banks or government agencies.
- Updated and maintained databases with current information.
- Completed day-to-day duties accurately and efficiently.
Customer Service Representative
Maximus
Chester, VA
10.2014 - 04.2018
- Identified potential fraud cases involving Medicare beneficiaries.
- Created documents such as letters, emails, or forms as needed for customer service purposes.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Answered incoming calls from Medicare beneficiaries, providing them with information regarding their benefits.
- Monitored changes in regulations affecting Medicare services provided.
- Assisted customers in understanding their rights under applicable laws.
- Provided guidance and support to customers regarding billing issues and payment plans.
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Completed day-to-day duties accurately and efficiently.
Education
GED -
Petersburg High School
Petersburg, VA10-2005
Skills
- Transportation
- ADL support
- Client documentation
- Record keeping
- Recreational activities
- Social skills development
- HIPAA compliance
- State regulations
- Community activities
Certification
First Aid, CPR, TOVA, Medication Administration
Timeline
Direct Support Professional
Heart to Heart Residential
06.2023 - 01.2025
Direct Support Professional
Reaching Milestones
03.2023 - 06.2023
Customer Service Representative
Conduent
06.2018 - 10.2022
Customer Service Representative
Maximus
10.2014 - 04.2018
GED -
Petersburg High School
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