Fatmata Conteh
JW Home Improvement
Silver Spring,MD
9
years of professional experience
Results-driven professional with extensive experience in customer service, call center operations, and healthcare administration. Proven ability to manage high-volume communications effectively, coordinate appointments seamlessly, and maintain meticulous records. Proficient in Service Fusion, FluentCloud, Microsoft Office, and various CRM platforms to enhance operational efficiency and improve client satisfaction. Committed to delivering exceptional service while fostering positive relationships in fast-paced environments.
Work History
Call Center Coordinator
5 Months- Managed high-volume inbound and outbound customer communications using FluentCloud and Yealink phone systems.
- Used Service Fusion CRM to manage customer accounts, work orders, billing, scheduling, and service documentation.
- Confirmed appointments via phone, email, and text while maintaining accurate customer records.
- Responded to Angi and website leads, scheduled estimates, and conducted customer follow-ups.
- Coordinated estimator schedules and optimized daily routes for efficiency.
- Conducted outbound calls for estimate follow-ups, previous customers, and customer retention efforts.
- Tracked leads and maintained detailed reports to ensure accurate follow-up and account management.
- Reviewed call recordings to ensure quality standards and facilitated team training to enhance processes.
- Developed marketing ideas and provided exceptional customer service, fostering positive customer experiences in a fast-paced environment.
Call Center Customer Service Representative
3 Months- Delivered high-volume customer support for state healthcare programs, ensuring timely assistance and resolution for diverse inquiries.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized CRM and healthcare enrollment systems to document interactions, verify eligibility, update member records, and resolve inquiries, enhancing customer experience.
- Provided accurate program information while meeting call center quality and productivity metrics, contributing to overall service excellence.
Administrative Assistant
2 Years 9 Months- Oversaw inventory management, shipment coordination. ensuring adequate supplies for daily operations.
- Managed social media and customer communications.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
Enrollment Specialist
5 Months- Processed enrollment transactions, ensuring accuracy of member records.
- Resolved member data discrepancies, verifying client eligibility to uphold service standards.
- Responded to written and telephone inquiries, facilitating smooth use of automated enrollment systems.
- Coordinated enrollment processes to ensure timely and accurate member onboarding.
- Updated, entered, and reviewed customer data.
Reimbursement Specialist
3 Months- Prepared and submitted insurance claims, ensuring accuracy to facilitate reimbursement.
- Prevented delays and claim denials by correcting information prior to submission.
- Followed up on unpaid and denied claims, achieving timely resolutions to obtain payments. minimize revenue loss.
- Maintained claim documentation in compliance with HIPAA regulations to protect patient information.
- Conducted regular audits of billing records, identifying areas where inconsistencies could be addressed to optimize efficiency within the department.
Residential Counselor
1 Year- Delivered daily living assistance and emotional support, enhancing well-being of elderly residents.
- Monitored health changes and relayed critical information to nursing staff to ensure timely care.
- Ensured safety and support for residents in a caring environment.
- Maintained safe and supportive residential environments for at-risk individuals, contributing to their overall wellbeing.
- Conducted regular check-ins with residents to monitor progress, address concerns, and provide ongoing support.
Education
Bachelor of Science - Health Administration
High School Diploma
Skills
Healthcare Compliance & Operations: HIPAA Compliance
Medicare & Medicaid Support
EHR/EMR Systems
CRM & Software Proficiency: Service Fusion CRM
FluentCloud
Microsoft Office Suite
Customer & Account Management: Call Center Operations
Customer Retention & Engagement
Lead & Account Management
Workflow & Process Improvement: Process Improvement & Schedule Coordination
Timeline
Call Center Coordinator
JW Home Improvement
03.2026 - CurrentRead More
Call Center Customer Service Representative
Automated Health Systems
12.2025 - 03.2026Read More
Administrative Assistant
Antique Repurpose Art Craft
03.2023 - 12.2025Read More
Enrollment Specialist
CareFirst BlueCross BlueShield
07.2022 - 12.2022Read More
Reimbursement Specialist
Maxim Healthcare Services
02.2022 - 05.2022Read More
Residential Counselor
Volunteers of America National Services
01.2018 - 01.2019Read More
Morgan State University
Bachelor of Science from Health Administration
Read More
Eleanor Roosevelt High School
High School Diploma
Read More