Devona M. Waker
Irving,TX
Summary
Motivated and dedicated professional with 15+ years in customer service experience and a strong desire to achieve phenomenal results as a leader. Goal Oriented and driven to exceed expectations and maintain a high level of professionalism at all times.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
21
21
years of professional experience
Work History
Claims Representative
Medix
04.2024 - 01.2025
- Worked productively in fast-moving work environment to process large volumes of claims.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
Customer Service Specialist 3/Dispatcher
National HME
07.2020 - 03.2024
- Answer incoming calls in high volume call center
- Communicate with hospice care centers and nurses
- Place orders for medical equipment
- Dispatch 10-15 route drivers for delivery of medical equipment
- Assist with fielding phone calls for unavailable representatives
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
Scheduling Representative
EMSI
11.2019 - 07.2020
- Answered incoming calls in high volume call center
- Scheduled clients for pre-employment drug screenings of new hires for airlines
- Answered inquiries from clients regarding drug screenings on current employees
- Shipped drug testing equipment to various clinics contracted with our clients
- Took emergency phone calls from DOT and FAA
- Provided excellent customer service
- Always maintained professionalism
PM Manager
EDS Service Solutions
10.2017 - 11.2019
- Met production demands in a fast pace environment
- Delivered rental vehicles to proper location for renting
- Inspected rental vehicles for property and damage prior to returning to rental location
- Managed team members during PM shift
- Provided excellent customer service
- Handled disputes in an appropriate and timely manner
- Always maintained professionalism at all times
Cash Posting Analyst
Parallon
11.2013 - 11.2017
- Posted payments from insurance companies to patient’s accounts
- Balanced cash packets daily for previous day postings
- Increased productivity and revenue by exceeding statistical requirements
- Met monthly production goals set forth by management team
Customer Service Representative
Aegis Communications
04.2009 - 06.2012
- Received high volume inbound calls from customers concerning healthcare coverage
- Assisted customers in choosing the health coverage that met their needs
- Provided excellent customer service
Retail Sales Associate
The Avenue
04.2006 - 05.2008
- Greeted and assisted customers in a professional manner
- Stocked and organized merchandise as needed
- Operated cash registers and processed sales transactions
- Balanced cash drawer at the beginning and end of each shift
Customer Service Representative
Tel Vista
02.2004 - 09.2006
- Answered high volume inbound calls from customers
- Provided information to customers inquiring about cellular phone service
- Activated new cellular phone service and equipment for customers
- Processed bill payments for customers
- Provided excellent customer service
Education
General Studies -
Delgado Community College
01.1997
High School Diploma -
Marion Abramson Senior High School
05.1996
Skills
- Leadership and Management
- Excel at exceeding goals
- Detail-oriented
- Strong interpersonal and analytical skills
- Proficient in Microsoft Office Suite
- Computer Literacy
- Customer Service
- Insurance claims review
- Time management
Timeline
Claims Representative
Medix
04.2024 - 01.2025
Customer Service Specialist 3/Dispatcher
National HME
07.2020 - 03.2024
Scheduling Representative
EMSI
11.2019 - 07.2020
PM Manager
EDS Service Solutions
10.2017 - 11.2019
Cash Posting Analyst
Parallon
11.2013 - 11.2017
Customer Service Representative
Aegis Communications
04.2009 - 06.2012
Retail Sales Associate
The Avenue
04.2006 - 05.2008
Customer Service Representative
Tel Vista
02.2004 - 09.2006
High School Diploma -
Marion Abramson Senior High School
General Studies -
Delgado Community College
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