JACHOVIA AKIE' GAITHER
CHARLOTTE,NORTH CAROLINA
Summary
Ambitious Quality Analyst with over 8 years of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in providing quality results, plans and scripts. Dedicated to analyzing and resolving defects.
Overview
20
20
years of professional experience
Work History
Call Center Agent
Connextions
Charlotte, North Carolina
12.2012 - 07.2015
- Non-licensed Insurance Agent: Assist Medicare recipients with enrolling or switching their prescription drug coverage during AEP
- Assisting Providers with pharmacy refills and medication overrides
- First Line Medical: Call center agent: Assist members with processing orders for over-the-counter pharmacy products.
- Subject Matter Expert: Assist agents with any questions or concerns pertaining to call or process.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Bookkeeper/Customer service associate
Indian Trail
, North Carolina
04.2006 - 02.2014
- Keep record of all cash and credit transactions
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Licensed Insurance Representative
CONNEXTIONS INC
09.2020 - Current
- Accidental/Health or Sickness
- Medicare Supplement/Long Term Care
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
Quality Analyst
Connextions: Massachusetts Health
06.2013 - 09.2013
- Monitored documents from data entry agents who transmitted healthcare data and health information among providers, hospitals, and other healthcare entities within applicable state.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Quality Advocate
OPTUM SERVICES INC
Charlotte, North Carolina
01.2015 - Current
- Monitoring and analyzing Customer Service calls to ensure accuracy and professionalism
- AARP Membership: Monitor phone calls for agents who assist members with renewing their AARP membership, discounts, and information on services
- Data entry monitors for offline data entry documents
- AARP Health: Monitor phone calls for customer service agents assisting members/providers with: Payment processing, plan benefit information and claims
- Monitored phone calls for Licensed insurance sales agents who provide plan benefit details and rate quotes for Medicare/Medicaid eligible recipients interested in enrolling into a AARP Medicare supplement plan
- New York City Health and Hospitals: Monitor and review Case Agent interactions to achieve compliance with the Call Center procedures and protocols associated with the New York City wide COVID-19 response. In addition, provide agent feedback and helped identify opportunities for process and training improvements.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
Education
Integrated Accounting, Hoovers, 2003 Microsoft Word, Microsoft Excel, Microsoft Access -
KING’S COLLEGE
Charlotte, NC05.2008
Associate of Arts - Accounting
Charlotte, NC05.2008
High School Diploma -
Porter Ridge High School
Indian Trail, NC06.2007
Skills
- Underwriter Collaboration
- Premium Calculations
- Client Interviews
- Insurance Program Analysis
- Service-Oriented
- Claims Information Gathering
- Policyholder Communication
- Healthcare Common Procedure Coding System HCPCS
- Policy Renewals
- Medicare Compliance
- Regulatory Requirements
- Customer Complaint Resolution
Timeline
Licensed Insurance Representative
CONNEXTIONS INC
09.2020 - Current
Quality Advocate
OPTUM SERVICES INC
01.2015 - Current
Quality Analyst
Connextions: Massachusetts Health
06.2013 - 09.2013
Call Center Agent
Connextions
12.2012 - 07.2015
Bookkeeper/Customer service associate
Indian Trail
04.2006 - 02.2014
Integrated Accounting, Hoovers, 2003 Microsoft Word, Microsoft Excel, Microsoft Access -
KING’S COLLEGE
Associate of Arts - Accounting
High School Diploma -
Porter Ridge High School
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