Giamaya M. Peguies
Canton
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
7
7
years of professional experience
Work History
Customer Service Representative II
Blue Cross Blue Shield of Michigan
Detroit
04.2023 - Current
- Provided direct support to members and healthcare providers regarding medical claims and benefits.
- Researched and resolved claim issues, including denials, payment discrepancies, and eligibility concerns.
- Guided members and providers through the medical claims process, including coverage details and authorization requirements.
- Collaborated with internal departments to ensure timely and accurate resolution of claim-related inquiries.
- Responded to complex inquiries via phone and written communication, ensuring high-quality service and compliance.
- Identified and escalated irregularities such as potential overpayments, underpayments, or billing issues.
Administrative Assistant / Concierge
Rock Connections
Detroit
06.2021 - 02.2023
- Scheduled and coordinated meetings, appointments, and travel arrangements for executive leaders.
- Handled a high volume of internal and external communication, including emails, mail, and voicemails.
- Organized executive calendars and prioritized meeting requests, proactively resolving scheduling conflicts.
- Prepared drafts for presentations, proposals, and emails; compiled data and research for executive use.
- Acted as a liaison between executives and stakeholders, supporting strategic initiatives and confidential matters.
- Took meeting notes, communicated action items, and ensured timely follow-ups.
- Assisted with call audits and quality assurance processes; provided detailed feedback to leadership.
Client Communication Specialist
Rock Connections
Detroit
02.2020 - 06.2021
- Provided exceptional customer service by answering inbound calls and addressing client questions and concerns.
- Built and maintained positive relationships with current and prospective customers.
- Clearly explained services and processes, including mortgage-related inquiries, ensuring customer understanding.
- Scheduled appointments between clients and bankers to support business development goals.
- Collaborated closely with team members to maintain manageable call volumes and meet performance metrics.
- Supported various public health and outreach campaigns, including COVID-19 contact tracing and vaccine scheduling.
- Demonstrated adaptability by working on multiple projects and campaigns in a fast-paced, high-volume environment.
Direct Care Worker
Independent Community Care Services
Livonia
06.2019 - 02.2020
- Assisted individuals with intellectual disabilities in daily living tasks.
- Provided personal care, administered medications, and ensured resident safety and well-being.
- Maintained a clean and supportive home environment.
Administrative Support (Seasonal/Part-Time)
StarCutter
Farmington Hills
06.2018 - 01.2019
- Tracked and updated customer orders in the ERP system (Syteline).
- Scanned, faxed, and attached order documents.
- Supported customer service team with administrative tasks.
Education
High School Diploma -
Walled Lake Western High School
Commerce, MISkills
- Customer Service & Communication
- Time Management & Organizational Skills
- ERP System (Syteline)
- Microsoft Office Suite
- Leadership & Team Collaboration
- Problem Solving & Adaptability
- Active listening
Timeline
Customer Service Representative II
Blue Cross Blue Shield of Michigan
04.2023 - Current
Administrative Assistant / Concierge
Rock Connections
06.2021 - 02.2023
Client Communication Specialist
Rock Connections
02.2020 - 06.2021
Direct Care Worker
Independent Community Care Services
06.2019 - 02.2020
Administrative Support (Seasonal/Part-Time)
StarCutter
06.2018 - 01.2019
High School Diploma -
Walled Lake Western High School