Doroyane Locke
Jackson,MS
Summary
Customer service professional with proven history of providing high-quality care and support. Expertise in resolving customer concerns and enhancing service efficiency. Team-oriented and results-focused, adaptable to changing needs, and skilled in communication and problem-solving.
Overview
6
6
years of professional experience
Work History
Customer Care Agent
Everise
01.2023 - 02.2025
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Streamlined communication channels for improved efficiency within the customer care team.
- Reduced response times by implementing effective organizational strategies in managing inquiries.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company's database.
- Boosted customer retention by promptly handling complaints and providing appropriate solutions.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Ensured compliance with regulatory requirements, maintaining accurate records and documentation of pharmacy benefit management activities.
Customer Service Representative
Beacon Hill Staffing
12.2021 - 01.2023
- Streamlined housing application processes for faster approval times and better client experiences.
- Collaborated with community partners to provide essential resources and support for residents in need.
- Supported clients in navigating complex application processes, reducing barriers to accessing vital housing assistance resources.
- Assisted clients in identifying community resources and connecting with appropriate services.
- Provided crisis counseling and intervention services to clients in emergency situations.
Customer Service Representative
AppleOne Employment Services
01.2020 - 12.2021
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Enhanced customer satisfaction by efficiently managing insurance claims processes and providing timely resolutions.
- Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
Customer Care Agent
Continuum Global Solutions
01.2019 - 01.2020
- Managed pharmacy benefit programs to optimize medication access and affordability for patients.
- Analyzed claims data to identify trends and improve formulary management strategies.
- Evaluated pharmacy network performance, driving enhancements in service delivery and cost-effectiveness.
- Managed relationships with key stakeholders, including employers, health plans, and pharmacy networks, fostering a collaborative approach to pharmacy benefits management.
- Delivered high-quality customer service through prompt resolution of inquiries from members, providers, or other parties involved in the delivery of pharmacy benefits services.
Education
BBA - Health Administration
Strayer University
Washington, DCAssociate of Applied Science - Medical Insurance Billing
Hinds Community College
Jackson, MS01.2014
GED - undefined
Hinds Community College
Raymond, MS07.2012
Skills
- Call center experience
- Typing speed
- Complaint handling
- CRM software
- Escalation management
- Conflict mediation
- Time management
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Problem resolution
Timeline
Customer Care Agent
Everise
01.2023 - 02.2025
Customer Service Representative
Beacon Hill Staffing
12.2021 - 01.2023
Customer Service Representative
AppleOne Employment Services
01.2020 - 12.2021
Customer Care Agent
Continuum Global Solutions
01.2019 - 01.2020
BBA - Health Administration
Strayer University
Associate of Applied Science - Medical Insurance Billing
Hinds Community College
GED - undefined
Hinds Community College
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