FERNIKYA MATTOX
Houston,TX
Summary
Detail-oriented professional with over 16 years of experience in customer service, office management, and school transportation. Adept at conflict resolution, adhering to safety and HIPAA guidelines, and fostering positive relationships. Proven track record of enhancing operational efficiency and maintaining high standards of compliance and care. Eager to bring strong communication and organizational skills to a dynamic new role.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Bus Driver
Spring ISD
Houston, TX
10.2023 - Current
- Maintained passenger order and communicated safety rules and hazards.
- Ensured compliance with safety guidelines for students embarking and disembarking buses, while also monitoring street crossings at bus stops.
- Developed positive relationships with students through friendly interactions.
- Adhere to regulations, and safety standards pertaining to vehicle pre/post-trip inspection processes.
- Effectively managed and reported student behavior, contributing to a safe and orderly environment.
Senior Customer Service Representative
Cigna
Houston, TX
09.2016 - 08.2023
- Delivered outstanding customer service, resolving inquiries and complaints with empathy and efficiency.
- Aligned operational practices with legal requirements, HIPAA laws, and regulations specific to Medicare customers.
- Collaborated across departments to improve customer satisfaction and operational compliance.
- Analyzed customer issue patterns to offer effective resolutions.
- Addressed and resolved customer complaints.
- Assisted customers and healthcare providers to understand topics such as determination of payments, Explanation of Benefits, and claims.
- Optimized administrative processes and maintained strict confidentiality, supporting efficient and secure operations.
Business Office Manager
US Memory Care
Houston, TX
07.2013 - 08.2016
- Directed office budget and maintained accurate financial records.
- Coordinated supply inventory to ensure efficient office operations.
- Oversaw financial management, HR activities, and inventory, ensuring comprehensive administrative support.
- Processed invoices, purchase orders and other related paperwork required for business operations.
- Maintained employee records, including payroll, vacation time and benefits information.
- Conserved accurate records of customer accounts and transactions.
Education
High School Diploma -
Westfield High School
Skills
- Dependable and reliable
- Verbal communication skills
- HIPAA compliance
- Agile problem-solving
- Typing speed 55 wpm
- Coaching and mentoring
- Staff training and development
- Office management
- Conflict resolution
- Customer service excellence
- Safety protocol implementation
Certification
- Class B Commercial Driver's License w/ endorsements
- Certified Phlebotomy Technician
Timeline
Bus Driver
Spring ISD
10.2023 - Current
Senior Customer Service Representative
Cigna
09.2016 - 08.2023
Business Office Manager
US Memory Care
07.2013 - 08.2016
High School Diploma -
Westfield High School