Summary
Overview
Work History
Education
Skills
Timeline
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Fatoumata Kolly

Jacksonville,FL

Summary

Dedicated customer service professional with a wealth of experience in the insurance industry. Proven track record as a collaborative team player with a friendly, approachable demeanor, adept at building strong client relationships. Driven by the pursuit of customer satisfaction and eager to contribute to organizational success. Specializes in optimizing processes for efficiency and quality. Highly articulate, dynamic, and results-driven, with an unwavering commitment to nurturing partnerships, fostering growth, and delivering exceptional service. Additionally, well-versed in patient care, staff transportation, and optimizing operational workflows within medical facilities, supported by exceptional communication, adaptability, and problem-solving abilities.

Overview

7
7
years of professional experience

Work History

Customer Service Specialist

Cigna
08.2022 - 09.2023
  • Handled 60 calls per day to address customer inquiries and concerns
  • Used Microsoft Word and other software tools to create documents and other communications
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Verbal Communication
  • Excellent communication skills
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Pharmacy Technician

AmeriHealth Caritas Health Plan
01.2019 - 07.2022
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • handle inbound telephone inquiries from Members, pharmacies, and Prescribers.
  • Provide real-time support to pharmacies with point-of-service inquiries
  • Educate prescribers on formulary and prior authorization processes
  • Assist members with pharmacy benefit inquires.
  • Effectively communicate issues and resolutions to customers and appropriate internal staff
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Communicated with prescribers to verify medication dosages, refill authorizations and patient information.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Patient Assistance
  • Professionalism
  • Problem Solving
  • Information Gathering
  • Courtesy
  • Conflict Management
  • Referral Coordination

Executive Account Executives (Inside Sales)

Comcast
04.2016 - 03.2019
  • Ensures superior customer experience
  • Maintains and builds customer relationships to drive customer retention; works with internal teams to ensure operational efficiencies and service levels meet and exceed customer expectations through strong customer service orientation and excellent follow up skills
  • Promotes sale of bundled products to ensure optimal solution for customer
  • Sells with goals of exceeding departmental, financial and unit targets.
  • Negotiated pricing programs with new clients to maintain consistent revenue flow while protecting profit margin.
  • Monitored portfolio growth and identified key accounts to upsell.
  • Increased customer satisfaction by resolving issues
  • Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Created plans and communicated deadlines to complete projects on time

Education

Bachelor of Science - Nursing

Chamberlain University
Downers Grove, IL
05.2026

Associate of Science - Nursing

FSCJ
FSCJ
08.2020

Skills

  • Salesforce, Google Workspace/G-Suite, Microsoft Office 365 (Excel,
  • Word,PowerPoint)
  • Medical terminology
  • ICD codes
  • Time and task management
  • Customer Service
  • Prior Authorization
  • Excellent written, verbal and interpersonal communication skills
  • Ability to work independently
  • Technical Knowledge
  • Answering and Routing Calls
  • Medication Documentation
  • Medical Coding
  • Medicare and Medicaid Processes
  • Prescriptions Management
  • Health Insurance Industry Knowledge
  • Healthcare Terminology
  • Knowledge of HIPAA Regulations
  • Effective Written and Verbal Communication
  • Senior Leadership Support
  • Customer Service and Assistance
  • Vehicle Operation
  • Referral Coordination
  • Information Gathering

Timeline

Customer Service Specialist

Cigna
08.2022 - 09.2023

Pharmacy Technician

AmeriHealth Caritas Health Plan
01.2019 - 07.2022

Executive Account Executives (Inside Sales)

Comcast
04.2016 - 03.2019

Bachelor of Science - Nursing

Chamberlain University

Associate of Science - Nursing

FSCJ

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Fatoumata Kolly