Isis Akila Sanders
Jackson,USA
Summary
Results-driven Call Center and Customer Service Professional with leadership experience in staff coaching, performance monitoring, and operational reporting. Expertise encompasses Medicaid and Medicare support, account maintenance, and high-volume service management. Skilled in analyzing data, preparing management reports, and collaborating with partners to streamline processes.
Overview
10
10
years of professional experience
Work History
Team Leader - Project Management
Gainwell Technologies
Jackson, MS, GA
11.2021 - 09.2026
- Lead, motivate, and support a team of call center agents to meet daily performance goals.
- Provide one-on-one coaching, feedback, and ongoing training to improve agent performance and customer service skills.
- Monitor calls, review interactions, and ensure representatives follow company policies, procedures, and quality standards.
- Track key performance indicators (KPIs), including call volume, average handle time, attendance, customer satisfaction, and quality scores.
- Conduct team meetings, share updates, communicate policy changes, and maintain a positive work environment.
PT Shift Leader
Burlington Coat Factory
Cumming, Georgia
03.2024 - 04.2026
- Oversee opening and closing procedures, maintain store organization, and ensure operational tasks are completed.
- Assigned and monitored daily tasks, ensuring fitting room recovery, floor recovery, and stockroom organization maintained store standards.
- Trained new employees on customer service, register procedures, and store policies to enhance team efficiency.
- Supported register operations by processing cash transactions and balancing cash drawers., cash transactions, and balancing registers according to company procedures.
- Assisted with register operations by processing customer transactions efficiently., cash transactions, and balancing registers according to company procedures.
- Communicated shift updates, operational concerns, and employee performance to store management for informed decision-making.
Inbound Sales & Retention Specialist
Comcast/Xfinity
Jackson, MS
05.2019 - 10.2021
- Handle inbound calls from customers requesting cancellation or disconnection of cable, internet, or other telecommunications services.
- Review customer accounts, service history, billing details, and current packages to understand their needs.
- Recommended service upgrades, bundled packages, and additional products based on customer needs.
- Resolved billing disputes, clarified charges, and identified discounts or promotional offers to enhance customer satisfaction.
- Documented account details, recorded customer interactions, and processed service changes or cancellations to ensure accurate account management.
- Meet retention, customer satisfaction, sales, and call-handling performance targets.
Billing Agent / Customer Service
Conduent Inc
01.2017 - 05.2019
- Address customer inquiries regarding invoices, account balances, payments, and billing statements to enhance satisfaction.
- Assist with processing payments, verifying transactions, and updating customer account records.
- Review account information, identify discrepancies, and ensure billing records are accurate.
- Resolve billing errors, investigate disputed charges, and process authorized corrections to maintain account accuracy.
- Maintain detailed records of customer interactions, payment activity, billing adjustments, and resolutions.
- Provide professional assistance through inbound and outbound calls, emails, or other communication channels.
- Project Type: SilverScript Medicare Part D
PT Waitress
Cracker Barrel Old County Store
Jackson, MS
10.2016 - 03.2019
- Monitored assigned tables, provided refills, checked on guests, and addressed concerns to enhance the dining experience.
- Monitor assigned tables, provide refills, check on guests, and address concerns.
- Coordinate with kitchen staff, hosts, and other servers to ensure efficient service.
- Maintained clean and organized tables, dining areas, and workstations to ensure a safe and welcoming environment.
- Ensured cleanliness by regularly cleaning and organizing tables, dining areas, and workstations to provide a safe and inviting atmosphere.
Education
High School Diploma -
Callaway High School
Jackson, MSSkills
- Medical Billing
- Claims processing knowledge
- CPT Codes
- ICD 9/10 codes
- Medicaid/Medicare
- Project coordination
- Data Entry Analyst
- Team leadership
- Microsoft office/word & Excel
- Leadership/Management
- Coaching
- Customer Service
Skills
- Medical Billing
- Claims processing knowledge
- CPT Codes
- ICD 9/10 codes
- Medicaid/Medicare
- Project coordination
- Data Entry Analyst
- Team leadership
- Microsoft office/word & Excel
- Leadership/Management
- Coaching
- Customer Service
Timeline
PT Shift Leader
Burlington Coat Factory
03.2024 - 04.2026
Team Leader - Project Management
Gainwell Technologies
11.2021 - 09.2026
Inbound Sales & Retention Specialist
Comcast/Xfinity
05.2019 - 10.2021
Billing Agent / Customer Service
Conduent Inc
01.2017 - 05.2019
PT Waitress
Cracker Barrel Old County Store
10.2016 - 03.2019
High School Diploma -
Callaway High School