Summary
Overview
Work History
Education
Skills
Languages
Timeline
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FATOU DIALLO

Noblesville,IN

Summary

Adept at multitasking and patient care, I significantly enhanced patient satisfaction at Cigna through compassionate service and efficient problem-solving. My background in customer service and claims processing, honed across roles at JPMorgan Chase and Walgreens, showcases my ability to improve operational efficiencies and build strong relationships.

Overview

13
13
years of professional experience

Work History

Patient Care Advocate / Customer Service Represent

Cigna
10.2020 - 01.2025
  • Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
  • Enhanced patient satisfaction by addressing concerns and providing clear communication on treatment plans.
  • Resolved problems with communication and billing to foster seamless services.
  • Coordinated referrals to specialists, facilitating seamless continuity of care for patients with complex needs.
  • Spearheaded initiatives to improve the overall patient experience, resulting in increased satisfaction scores and positive feedback from patients and families.
  • Actively participated in ongoing professional development opportunities to stay current on best practices and emerging trends in patient care advocacy.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Monitored ongoing care and proactively corrected problems.
  • Reviewed each step of patient care and made proactive adjustments to avert issues.

SUPBPOENA PROCESSING

JPMorgan Chase
01.2018 - 01.2020
  • Supported colleagues in managing heavy caseloads by taking on additional responsibilities related to subpoena processing when necessary.
  • Provided exceptional customer service when interacting with clients, law firms, or courts regarding subpoena matters.
  • Maintained organized electronic and physical files, enabling quick access to essential records when needed.
  • Improved internal training materials on subpoena procedures, enhancing staff knowledge and understanding of critical processes.
  • Safeguarded confidential information through strict adherence to privacy laws and regulations during the subpoena process.
  • Processed high volumes of subpoenas accurately and efficiently, supporting a fast-paced legal environment.
  • Managed multiple competing priorities effectively, consistently meeting deadlines for all assigned tasks.
  • Assisted attorneys with case preparation, providing essential support in gathering relevant documentation.
  • Conducted thorough audits of subpoena records to identify errors and inconsistencies, ensuring compliance with established guidelines.
  • Assisted in maintaining up-to-date knowledge of changing regulations affecting the handling of subpoenas within the organization.

DEPOSIT REVIEW

JPMorgan Chase
01.2016 - 10.2018
  • Collaborated with team members to optimize work processes, resulting in increased productivity and accuracy.
  • Worked closely with supervisors and managers to address any operational challenges or areas for improvement within the deposit processing department.
  • Identified potential fraudulent activities through vigilant examination of deposited items and reported suspicious transactions accordingly.
  • Improved deposit processing efficiency by streamlining workflow and implementing time-saving procedures.

BANK TELLER

JPMorgan Chase
01.2015 - 10.2016
  • Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
  • Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Established trust with clients by maintaining confidentiality and protecting sensitive financial information.

Customer Service Representative

Walgreens
01.2012 - 02.2015
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Certified Nursing Assistant

Zionsville Meadows
01.2012 - 01.2015
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
  • Assisted patients with daily living activities for enhanced comfort and wellbeing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
  • Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
  • Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
  • Assisted nurses with wound care procedures ensuring proper healing processes took place.
  • Built rapport with patients and families, providing emotional support during difficult times.
  • Cared for residents in assisted living facility and delivered high-quality support to meet needs.
  • Collaborated with nursing staff to create individualized care plans tailored to each patient''s needs.
  • Delivered high-quality care to Type patients in hospital facility.
  • Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.

Education

Bachelor Of Liberal Arts - Liberal Arts / Minoring in French

INDIANAPOLIS UNIVERSITY PURDUE UNIVERSITY
Indianapolis, IN

Associate Degree In Paralegal Studies - Paralegal Studies

Ivy Tech Community College of Indiana
Indianapolis, IN
05.2016

Core 40 -

Carmel High School
Carmel, IN
05.2012

Skills

  • Multitasking
  • Patient care
  • Organizational skills
  • Verbal and written communication
  • Claims processing
  • Relationship building
  • Client documentation
  • Care planning
  • Documentation
  • Goal setting
  • Appointment scheduling
  • Scheduling
  • Proficient in software
  • Customer service
  • Money handling
  • Phone and email etiquette
  • Data entry
  • Policy understanding
  • Language fluency
  • Insurance company billing
  • Complaint processing

Languages

French
Native or Bilingual
Wolof
Native or Bilingual

Timeline

Patient Care Advocate / Customer Service Represent

Cigna
10.2020 - 01.2025

SUPBPOENA PROCESSING

JPMorgan Chase
01.2018 - 01.2020

DEPOSIT REVIEW

JPMorgan Chase
01.2016 - 10.2018

BANK TELLER

JPMorgan Chase
01.2015 - 10.2016

Customer Service Representative

Walgreens
01.2012 - 02.2015

Certified Nursing Assistant

Zionsville Meadows
01.2012 - 01.2015

Bachelor Of Liberal Arts - Liberal Arts / Minoring in French

INDIANAPOLIS UNIVERSITY PURDUE UNIVERSITY

Associate Degree In Paralegal Studies - Paralegal Studies

Ivy Tech Community College of Indiana

Core 40 -

Carmel High School

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