Desere' Cook
Westwego,La
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Purpose and passion is to serve as a viable asset by providing exceptional quality skill sets that are required; Also seeking a challenging, yet, thriving opportunity that will be an opportunity to expand professional skills.
Overview
3
3
years of professional experience
1
1
Language
Work History
Medicaid Customer Service Representative (MassHealth; State of Massachusetts Medicaid)
Maximus
05.2022 - 01.2024
- Duties Included, but not limited to: Profoundly and politely handle consumer(s) question(s)
- Managed approximately 30-50 incoming and outgoing calls per day from consumers
- Issues and provides detailed information on requirements, processes, and policies
- Collecting information and potentially qualifying candidates for programs
- Ensuring consumers that applications are completed correctly and that the required supporting materials have been provided
- Entering, updating, and reviewing data and records in databases
- Providing guidance to applicants and prospective candidates
- Effectively correspond with applicants and prospective candidates
- Processing enrollments in a timely manner
- Conducting information sessions
- Thoroughly document each encounter conducted with each caller
- Persistently meet individual performance standards/metrics
Medicaid Customer Service Representative (MassHealth; State of Massachusetts Medicaid)
MMC Group
11.2021 - 05.2022
- Duties Included, but not limited to: Profoundly and politely handle consumer(s) question(s)
- Managed approximately 30-50 incoming and outgoing calls, per day from customers
- Issues and provides detailed information on requirements, processes, and policies
- Collecting information and potentially qualifying candidates for programs
- Ensuring to consumers that applications are completed correctly and that the required supporting materials have been provided
- Entering, updating, and reviewing data and records in databases
- Providing guidance to applicants and prospective candidates
- Effectively correspond with applicants and prospective candidates
- Processing enrollments in a timely manner
- Conducting information sessions
- Thoroughly document each encounter conducted with each caller
- Persistently meet individual performance standards/metrics
Louisiana Unemployment Insurance (LAUI) Customer Service Agent
MMC Group
06.2021 - 10.2021
- Duties Included, but not limited to: Provide stellar customer service to applicants
- Accept approximately 30 incoming calls per day from unemployment insurance applicants
- Perform chat services
- Follow scripts and process claims accordingly
- Conduct outbound calls as needed to assist with claim information or identify missing information; - Document all encounters in clear and concise logs
- Develop the knowledge of customer needs and trends to improve customer satisfaction and loyalty; - Consistently meet individual performance standards/metrics
Patient Access Representative
Ochsner Hospital
05.2021 - 06.2021
- Duties Included, but not limited to: Greeting patients and their caregivers on arrival
- Assisted approximately 20-40 patients with checking into ER properly per day
- Collecting information such as patient details, medical history, billing, and insurance information, etc
- Input confidential information in secured systems
- Preparing patient admission and discharge documentation
- Entering information into databases and maintaining accurate records
- Relaying information to relevant staff members
- Informing patients and their caregivers of hospital procedures, policies, and protocols
- Providing patients with billing and payment information
- Dealing with patient questions, concerns, and issues
- Performing general administrative tasks.
Education
High School Diploma -
L.W. Higgins High School
Marrero, LA05.2012
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Teams
- Microsoft Outlook/ Outlook Express
- Microsoft Windows 10
- Genesys
- Salesforce
- Amazon Web Services (AWS)
- Supportpoint (Panviva)
- MA21 system (Medicaid)
- Virtual Gateway (Medicaid)
- Medicaid Management Information System (MMIS)
- Epic Systems
- Internet
- Data Entry
- Detail Oriented
- Organizational Skills
- Superior Verbal and Written Skills
- Telephone etiquette
- Telecommunications
- Call center experience
- Computer Proficiency
- Customer Relations
- Problem Resolution
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Conflict Resolution
- Call Center Operations
- Professional telephone demeanor
- Customer satisfaction measurement
- Call Management
- Documentation
- Data Collection
- Prioritization
- De-Escalation Techniques
Timeline
Medicaid Customer Service Representative (MassHealth; State of Massachusetts Medicaid)
Maximus
05.2022 - 01.2024
Medicaid Customer Service Representative (MassHealth; State of Massachusetts Medicaid)
MMC Group
11.2021 - 05.2022
Louisiana Unemployment Insurance (LAUI) Customer Service Agent
MMC Group
06.2021 - 10.2021
Patient Access Representative
Ochsner Hospital
05.2021 - 06.2021
High School Diploma -
L.W. Higgins High School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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