Ineshia Whaley
Atlanta,GA
Summary
Experienced and driven Customer Service Specialist with 10 years of solid background in healthcare, dispatch, and billing. Seeking a role to leverage extensive expertise and skills, foster professional growth, and deliver exceptional customer service. Thrives in fast-paced environments, excels at problem-solving and multitasking. Looking for an opportunity to contribute to the success of a dynamic team while continuously expanding knowledge and abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Contact Center Representative
Macy's
Atlanta, GA, US
05.2023 - Current
- Service recovery, order entry, and verify all required information is documented appropriately
- Handle inbound and outbound calls providing excellent customer support and order corrections
- Proactively investigate and resolve customer complaints
- Ensure all customers have a positive experience
- Troubleshooting
- Use slack to converse with upper management etc
Customer Operations Specialist
FanDuel
Atlanta, GA, US
01.2020 - 05.2023
- Respond to customer inquiries via FreshDesk email and live chat.
- When necessary, appropriately escalate customer issues via Slack
- Identify opportunities to Up sell products and services to generate more revenue in a professional and efficient manner
- Troubleshoot technical customer issues pertaining to platform usage and configuration and assist with billing questions.
- Maintain a professional and positive attitude while interacting with customers
Dispatcher
Logisticare
Atlanta, GA, US
01.2019 - 01.2021
- Intake of emergency and non-emergency requests
- Monitor driver logs to verify compliance standards are being adhered to
- Record keeping for all drivers and contract
- Resolve conflicts with forecasting and scheduling routes
- Dispatch appropriate team members as warranted with little to no supervision
Health Insurance Liaison
Anthem Blue Cross BlueShield
Atlanta, GA, US
01.2016 - 01.2019
- Settle claim investigations by determining insurance carrier's liability
- Review policy information with policy holders to provide clarity on coverages available
- Review and approve prior authorizations and reauthorizations as needed
- Follow ups with patients and physician offices via phone, email, and various systems
Education
Esthetician School -
Esthetician School
Atlanta, GA10.2020
Bachelor's - Business Administration
Strayer University
Atlanta, GA12.2019
High school diploma - Business
Basic Knowledge Academy
Decatur, GA12.2012
Skills
- Quality Assurance
- Proficient in Microsoft Programs
- Tech-savvy, adaptable, and comfortable with frequent functionality updates
- Customer support
- Billing Expert
- Fresh Desk
- Slack
- Saas Company
- Training & development
- Retail Sales
- Metric Driven
- Conflict resolution
- Proactive
- Customer service
- Troubleshooting
- Problem-Solving
Certification
Esthetician License
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Contact Center Representative
Macy's
05.2023 - Current
Customer Operations Specialist
FanDuel
01.2020 - 05.2023
Dispatcher
Logisticare
01.2019 - 01.2021
Health Insurance Liaison
Anthem Blue Cross BlueShield
01.2016 - 01.2019
Bachelor's - Business Administration
Strayer University
High school diploma - Business
Basic Knowledge Academy
Esthetician School -
Esthetician School