Ebonie T Joiner
Florissant,Missouri
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.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Client Account Support Analyst
Cigna Insurance Company
St Louis, MO
01.2017 - Current
- Answer phone with friendly greeting to create positive inbound calling experience for clients.
- Coordinates with account manager to ensure needs are met and potential problems are adverted
- Work directly with clients, brokers, sales team and platinum service leads.
- Provides standard professional advice and create initial reports/analyses for review
- Responds to clients comments and questions via Live Chat during shifts.
- Handle Access to care intakes
- Responds to all client inquiries and asked appropriate questions to facilitate resolution.
- Interacts with team members across departments to research and resolve customer issues.
- Document data and completed accurate updates to case records.
- Maintain knowledge of benefits claim processing, claims principles, medical terminology and procedures and HIPAA regulations.
- Handled 30+ calls per day to address customer inquiries and concerns
- Used Microsoft Word and other software tools to create documents and other communications
Patient Care Technician
Missouri Baptist Medical Center
St. Louis, Missouri
08.2014 - 08.2017
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Answered patient assistance calls, assessed needs and offered qualified support.
- Collected and transported specimens to prepare for lab testing.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
- Supported patient admissions, discharges and transfers to promote team productivity.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
Lead Beauty Advisor
Ulta Beauty
Brentwood, MO
10.2013 - 10.2014
- Received cash from customers or employees in payment for goods or services; making change and issuing receipts to customers
- Quickly and effectively solve customer challenges
- Delivered product demonstrations and sample applications, raising exposure of key brands.
- Arranged merchandise to present visually appealing displays and attract clientele.
- Promoted additional products and services to increase sales numbers and revenue with diverse selection.
- Processed accurate credit, debit, check and cash sales transactions for more than 40 customer orders per day
Collections Representative, Outbound
Citigroup Inc
Tucson, AZ
11.2010 - 08.2011
- Investigated and followed through on customer credit accounts for early delinquency.
- Supported customers in making payment arrangements to existing accounts.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Handled 50+ outbound and inbound calls daily with goal of collecting owed debt.
Collections Representative
GC Services
Tucson, AZ
08.2010 - 11.2010
- Investigated and followed through on customer credit accounts for early delinquency.
- Supported customers in making payment arrangements to existing accounts.
- Used skip tracing resources to locate debtors and updated information in company system.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Handled 50+ outbound and inbound calls daily with goal of collecting owed debt
Credit Customer Service Representative (Inbound/Outbound/Skip Tracing)
Macy's Credit Operations
Bridgeton, MO
08.2009 - 07.2010
- Reviewed, investigated and followed through on customer credit accounts for early delinquency.
- Support customers in making payment arrangements to existing accounts
- Automated Dialer
- Supported customers with invoices, statements and other basic questions.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
Education
Certified Nurse Assistant - Nursing Assistance
St. Louis College of Health Careers
St Louis, MO04.2014
Some College (No Degree) - Biology
Missouri Baptist University
St Louis, MOHigh School Diploma -
Clayton High School
Clayton, MO05.2006
Skills
- Client relationship building
- CRM Software
- Microsoft Office
- High Volume Inbound & Outbound Calling
- Medical Recordkeeping
- Data Entry and Maintenance
- Interpersonal & written communication
- Analytical & Critical Thinking
- Problem Anticipation & Resolution
- Organization & Time Management
Certification
- Certified Nurse Assistant - April 2014-2020
Timeline
Client Account Support Analyst
Cigna Insurance Company
01.2017 - Current
Patient Care Technician
Missouri Baptist Medical Center
08.2014 - 08.2017
Lead Beauty Advisor
Ulta Beauty
10.2013 - 10.2014
Collections Representative, Outbound
Citigroup Inc
11.2010 - 08.2011
Collections Representative
GC Services
08.2010 - 11.2010
Credit Customer Service Representative (Inbound/Outbound/Skip Tracing)
Macy's Credit Operations
08.2009 - 07.2010
Certified Nurse Assistant - Nursing Assistance
St. Louis College of Health Careers
Some College (No Degree) - Biology
Missouri Baptist University
High School Diploma -
Clayton High School