JALEK ADKINS
Amelia,VA
Summary
Dedicated customer service professional with a versatile skill set and extensive experience in customer service. An effective leader with the ability to assist agents in resolving customer concerns in a respectful manner and solid interpersonal communication skills. Energetic and goal oriented with an impressive performance record. Motivated to enhance agents’ performance.
Overview
13
13
years of professional experience
Work History
Tier II Advisor
CONDUENT/VIRGINIA MEDICAID
10.2022 - Current
- Expertise in healthcare administration supporting Virginia Medicaid Call Center
- Serve as a subject matter expert on Virginia Medicaid procedures and policies and ensuring those regulations are met
- Assist in training in a fast-paced and complex environment for new hires and existing agents
- Perform business support and technical work using data organizing and coordination
- Offer support regarding Medicaid covered services and limitations, and billing instructions
- Extensive knowledge of the Virginia Medicaid program
- Handle call escalations in a supervisor compacity
Customer Experience Associate
10.2019 - 10.2022
- Gather information to appropriately resolve inquiries regarding Virginia Medicaid eligibility and claim status
- Utilize MMIS/MES portal to assist Medicaid provider and member populations
- Mentor new employees in handling calls with side-by-side coaching
- Assist with Medicaid eligibility for providers and members and provide follow up when required
- Adhere to government monetary regulations
Customer Care Representative
MAXIMUS
10.2017 - 10.2019
- Provided helpful insurance information and aid members with Medicaid applications
- Responded to various phone inquiries and addressed complaints
- Reviewed and answered inquiries regarding claim status
- Completed daily electronic call logs
- Adhere to company’s privacy rules
Detention Officer
IMMIGRATION CENTER OF AMERICA
01.2012 - 10.2017
- Screened all staff and non-staff personnel in and out of the institution
- Provided a safe, humane, and secure civil detention facility
- Observed the conduct and behavior of detainees and overall security
- Provided searches of the detainees when needed
- Supervised detainees in a detention setting
- Maintained order and enforced rules and guidelines in accordance with established policies
Contractor
Food
01.2011 - 12.2011
- Oversaw the production, quality, and cost-effective meals to ensure it is prepared and served in a clean and secure environment
- Trained inmates in food preparation, kitchen sanitation and safety, use of equipment
- Civil detention facility
- Directed cooks and bakers regarding quantities and preparation methods
- Monitored inventory and ordered food, utensils, cleaning supplies and other related items as needed
- Certified that designated policies, procedures, and department menus were followed accordingly
Education
Bachelor of Arts - Early Childhood Education
University of Phoenix
2021
Prince Edward High School
2007
Skills
- Performance Management
- MMIS and MES Web Portal
- Call Simplicity Soft Skills
- Microsoft Office
- Avaya Software knowledge
- QuickBooks
- Technical Operating Systems AS/400
Timeline
Tier II Advisor
CONDUENT/VIRGINIA MEDICAID
10.2022 - Current
Customer Experience Associate
10.2019 - 10.2022
Customer Care Representative
MAXIMUS
10.2017 - 10.2019
Detention Officer
IMMIGRATION CENTER OF AMERICA
01.2012 - 10.2017
Contractor
Food
01.2011 - 12.2011
Bachelor of Arts - Early Childhood Education
University of Phoenix
Prince Edward High School
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