Falequa Hodge
Augusta
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Accommodating Patient Service Representative offers account management, data entry, and customer service paired with proficiency in Microsoft Word and Excel. Greets and checks in patients and verifies correct patient information. Communicates with customers in courteous, respectful manner.
Overview
6
6
years of professional experience
Work History
Healthcare Customer Service Representative
Conduent
Augusta
12.2025 - 04.2026
- Assisted customers with inquiries regarding healthcare services and benefits.
- Resolved issues by coordinating with healthcare providers and internal teams.
- Educated clients on claims processes and coverage options for services.
Call Center Representative
Urban Outfitters
10.2023 - 11.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflict
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Managed a high volume of 75 calls daily, maintaining composure under pressure while providing exceptional service.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
Customer Sales and Service Expert
Teleperformance
09.2020 - 12.2022
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Assisted customers in navigating online resources effectively, increasing their self-sufficiency when dealing with future inquiries
- Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
Customer Retention Specialist
ADT
11.2019 - 08.2020
- Responded to customer needs through competent customer service and prompt problem-solving
- Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
Education
High School Graduate -
Lucy C. Laney
Skills
- Customer Service
- Inbound and Outbound Calling
- Verbal and Written Communication
- Typing Proficiency 55 WPM
- Microsoft Office
- Billing Systems and Software
- CRM Software Knowledge
- Time Management
- Customer Retention Strategies
- Upselling and Cross Selling
- Call Center Experience
- Data Entry and Analysis
Timeline
Healthcare Customer Service Representative
Conduent
12.2025 - 04.2026
Call Center Representative
Urban Outfitters
10.2023 - 11.2025
Customer Sales and Service Expert
Teleperformance
09.2020 - 12.2022
Customer Retention Specialist
ADT
11.2019 - 08.2020
High School Graduate -
Lucy C. Laney