Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jakevah Armstrong

Rocky Mount,NC

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Desire a position with a career with growth
potential. Advanced in understanding customer needs with diligent attention to detail resulting in excellent customer service and high levels of client satisfaction. Motivated to maintain customer satisfaction and contribute to company success. Committed to maintaining professional relationships to increase profitability and drive business results.

Authorized to work in the US for any employer

Overview

13
13
years of professional experience
1
1
Certification

Work History

Provider Service Advocate

United Healthcare
05.2022 - Current
  • Exhibited high energy and professionalism when dealing with providers to create a positive customer experience.
  • Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs (EG. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits)
  • Delivered prompt service to prioritize customer needs.
  • Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller
  • Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff
  • Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends
  • Served as a Delivery Assistant
  • Subject Matter Expert (SME)
  • Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
  • Analyzed customers' issues and complaints and initiated corrective actions.

Consumer Supporter Advocate

PNC Bank
07.2018 - 05.2022
  • Responsible for making outbound calls as well as receiving and processing incoming calls
  • Collect on overdrawn checking and savings accounts to ensure customers are aware of delinquent balance as well as provide resolutions on how to avoid overdraft
  • Address complaints with goal of increasing satisfaction and resolve any issues customers may have
  • Currently trained in assisting Recovery Department whenever help is needed as well as help train any agents who are crossing over to DDA Collections
  • Serves as the team subject matter expert (SME)
  • Worked independently with minimal supervision.
  • Researched financial and clinical validity of concerns and complaints and resolved concerns to consumers' satisfaction.
  • Trained new employees on customer service and organizing strategies.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Followed up with customers using phone, email or text, resolved concerns and closed out cases.

Retention Specialist

CenturyLink
02.2015 - 07.2018
  • Processes orders, prepares correspondence, and fulfills needs of existing customers that are at risk of cancelling services or orders
  • Addresses complaints with goal of increasing satisfaction and securing renewals or saves
  • Offers discounts or special deals as needed and within pre-established limits
  • Help train new hires as well as assisted current employees with issues or concerns
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Reviewed successes and failures to learn from previous mistakes.
  • Implemented employee incentive programs to promote positive work culture and increase retention.

Production Team Leader

West corporation, Optum Pharmacy
11.2012 - 02.2015
  • Coordinate and delegate work assignments to best utilize works needs of company
  • Monitor and update capacity and schedules based on agent workload and performance
  • Motivate and develop users including setting solid foundation between agents and managers
  • Provide proper reports and documentation to be provided by Ops Supervisor and manager
  • Supervise assigned staff by monitoring production and adherence
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Enhanced operational success through effective staffing, strong training, adherence policy and well-timed customer service.
  • Monitored and evaluated teams, identifying and targeting opportunities for improvement.

Customer Service Representative

West Corporation, Optum Specialty
07.2010 - 11.2012
  • Responsible for receiving and processing incoming calls for OptumRX prescription mail order clients
  • Handled customer inquiries and suggestions courteously and professionally.
  • Respond to incoming calls from customers on issues related to benefit eligibility questions and prescription status inquiries
  • Guide and educate callers on their prescription benefits, use of plan, formulary, premiums and status of orders and claims or inquiries
  • Ask appropriate questions and listen actively while documenting required information in computer systems
  • Identify issues and communicate solutions and steps to customers, pharmacies and physicians with prescription orders and reorders
  • Make outbound calls to customers on prescription orders and payment issues
  • Served as subject matter expert (SME)
  • Assisted new hires as well as tenured agents to ensure orders were processed correctly and company goals were met
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responds to and manages complaints and escalations from customers. Provides timely resolutions to customer complaints that have escalated to the highest level within the organization.

Education

High School Diploma -

Southeast Halifax High School
Halifax, NC
06.2008

Skills

  • Excellent customer service skills
  • Strong verbal communication and phone skills
  • Upselling
  • Supervising Experience
  • Computer skills
  • Problem Resolution
  • Active Listening
  • Client Coping Mechanisms
  • Critical Thinking
  • Reading Comprehension
  • Customer Understanding
  • Educating Consumers
  • Compassionate Care
  • Punctual and Hardworking
  • Effectively communicating information

Certification

Career Readiness Certificate

Certified Platinum

Timeline

Provider Service Advocate

United Healthcare
05.2022 - Current

Consumer Supporter Advocate

PNC Bank
07.2018 - 05.2022

Retention Specialist

CenturyLink
02.2015 - 07.2018

Production Team Leader

West corporation, Optum Pharmacy
11.2012 - 02.2015

Customer Service Representative

West Corporation, Optum Specialty
07.2010 - 11.2012

High School Diploma -

Southeast Halifax High School

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Jakevah Armstrong