Faith Allen
Norfolk,VA
Summary
Results-driven Customer Service and Claims Professional with 5+ years of experience leading remote teams, resolving high-volume customer and billing inquiries, and improving operational efficiency across utilities, financial services, telecommunications, and retail industries. Proven track record of increasing customer satisfaction, reducing resolution times, and strengthening compliance processes. Recognized for leadership, de-escalation expertise, and process improvement in fast-paced, work-from-home environments.
Healthcare professional with extensive experience in patient access roles, ensuring smooth patient admissions and accurate data management. Proven ability to collaborate effectively with teams and adapt to dynamic healthcare environments. Known for excellent communication skills and strong attention to detail.
Overview
7
7
years of professional experience
Work History
Patient Access Representative
Mutual Of Omaha
06.2025 - 01.2026
- Facilitated patient registration and insurance verification processes efficiently.
- Managed incoming calls and inquiries to enhance patient experience.
- Coordinated appointment scheduling to optimize provider availability.
- Implemented process improvements that streamlined patient check-in procedures.
Customer Service Agent
Dominion Energy
12.2023 - 04.2025
- Manage high-volume inbound calls regarding outages, billing disputes, and payment arrangements while maintaining performance metrics in a remote environment.
- Improve customer satisfaction through timely issue resolution and proactive communication during service disruptions.
- Guide customers through safety reporting procedures, reducing response time for outage and downed line incidents.
- Structure payment arrangements that balance customer retention with company revenue protection.
- Consistently meet or exceed quality assurance and call handling benchmarks.
Lead Customer Service Agent
Barclays Credit Union
02.2020 - 07.2023
- Led and mentored a team of 10+ agents, increasing overall customer satisfaction scores by approximately 40%.
- Handled complex escalations, reducing repeat call rates and improving first-call resolution.
- Streamlined documentation and compliance processes, minimizing filing errors and improving audit readiness.
- Reduced average resolution time through workflow improvements.
- Trained new hires on systems, customer communication strategies, and performance standards.
Team Expert
Cox Communications
Chesapeake, VA
03.2021 - 03.2023
- Delivered high-volume chat and phone support, resolving technical and service issues with a focus on retention.
- Collaborated cross-functionally to improve service efficiency and customer experience metrics.
- Assisted customers in selecting service plans, contributing to upsell and retention goals.
- Recognized for adaptability and strong multi-system navigation skills.
Patient Intake Specialist
LifeStance Health
US Remote
01.2019 - 02.2020
- Managed patient registration processes, ensuring accurate data entry and compliance with healthcare regulations.
- Coordinated with medical staff to gather necessary information for patient assessments and treatment planning.
- Facilitated efficient check-in procedures by verifying identification documents, collecting co-payments, and providing necessary forms for completion.
Skills
- Customer Retention & Satisfaction
- Escalation & Conflict Resolution
- Remote Team Leadership
- Process Improvement
- Billing & Payment Solutions
- Compliance & Documentation Accuracy
- High-Volume Call & Chat Support
- Training & Onboarding
- Performance Metrics & KPI Management
- CRM & Case Management Systems
Timeline
Patient Access Representative
Mutual Of Omaha
06.2025 - 01.2026
Customer Service Agent
Dominion Energy
12.2023 - 04.2025
Team Expert
Cox Communications
03.2021 - 03.2023
Lead Customer Service Agent
Barclays Credit Union
02.2020 - 07.2023
Patient Intake Specialist
LifeStance Health
01.2019 - 02.2020