Work Preference
Summary
Overview
Work History
Education
Skills
Timeline
Professional Profile
Alpha Beta Kappa Honor Society
Generic

Ja'Miliya Brown

Augusta,GA

Work Preference

Location Preference

RemoteHybrid
Location: Augusta, GA, US
Open to relocation: Yes

Important To Me

Work-life balanceHealthcare benefitsPaid time offCareer advancementCompany CulturePersonal development programs

Summary

Results-oriented Healthcare Administration Professional with expertise in administrative support, case management, and healthcare operations. Enhances organizational efficiency and patient satisfaction through effective communication and problem-solving. Focused on contributing to organizational success and fostering collaborative relationships within multidisciplinary teams.

Overview

6
6
years of professional experience
1
1
year of post-secondary education

Work History

Customer Service Representative

Accenture
01.2026 - Current
  • Guided Washington residents through SUN Bucks program inquiries, ensuring clarity on eligibility and application status.
  • Assisted customers with address changes and corrections to account information.
  • Assisted Washington residents with SUN Bucks program questions, eligibility requirements, and application status.
  • Explained benefit notices, eligibility decisions, and processing timelines.
  • Assisted with benefit card and technical issues and provided referrals.
  • Managed high-volume inbound calls, delivering precise and professional customer service to enhance customer satisfaction.
  • Protected confidential customer information and followed established privacy and security procedures.
  • Escalated complex cases and partnered with internal teams to effectively address and resolve customer concerns.
  • Resolved customer inquiries by utilizing CRM software to enhance service efficiency.
  • Assisted in training new team members on best practices for customer interactions.
  • Implemented feedback mechanisms to improve overall customer satisfaction ratings.
  • Collaborated with cross-functional teams to streamline complaint resolution processes.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Mentored junior representatives, fostering professional development and skill enhancement within the team.
  • Developed process documentation that improved consistency and accuracy in service responses.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Managed high-volume calls, ensuring timely and accurate responses to client needs.
  • Resolved customer inquiries through effective communication and problem-solving strategies.

Shelter Coordinator / Case Manager

Tetra Tech
12.2024 - 11.2025
  • Improved client engagement by implementing user-friendly appointment scheduling system.
  • Provided leadership, guidance and support to staff members.
  • Analyzed case outcomes to identify trends and areas for improvement, driving continuous service enhancement.
  • Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
  • Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
  • Increased client satisfaction through diligent follow-up and personalized support.
  • Coordinated essential services for clients, resulting in improved overall well-being and selfsufficiency.
  • Participated in community events to promote services and engage with public.
  • Advocated for clients in legal settings, ensuring their rights were protected and voices heard.
  • Trained new case managers, raising team's overall competency and service delivery standards.
  • Strengthened relationships with community organizations to increase access to supportive resources for clients in need.
  • Reduced client wait times for service access by optimizing internal referral processes.
  • Implemented new policies that resulted in an increased number of successful transitions from the shelter into stable housing situations.
  • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
  • Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
  • Streamlined case documentation procedures, reducing processing time and increasing efficiency.
  • Collaborated with mental health professionals to address psychological needs of clients, supporting their holistic recovery.

Administrative Assistant/Secretary

Richmond County Health Department
03.2023 - 11.2024
  • Contributed to a positive work environment with exceptional interpersonal skills and the ability to adapt to various personalities.
  • Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
  • Managed filing system, entered data and completed other clerical tasks.
  • Implemented electronic filing systems, improving document retrieval speed and organization accuracy.
  • Streamlined office processes by implementing efficient filing and organizational systems.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Coordinated communication between departments, facilitating information exchange and project alignment.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
  • Provided crucial support during peak periods by working overtime when necessary to ensure deadlines were met without compromising quality standards.
  • Maintained strict confidentiality of sensitive information while handling a high volume of administrative tasks.
  • Implemented a new record-keeping system which greatly reduced time spent searching for documents when needed urgently by upper management personnel.
  • Established administrative work procedures to track staff's daily tasks.

Customer Service Representative

Cigna Health
06.2020 - 02.2023
  • Developed training materials to enhance team member performance and service delivery.
  • Trained staff on operating procedures and company services.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Responded to customer requests for products, services, and company information.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Cross-trained and provided backup support for organizational leadership.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Education

Associate of Science Degree - Health Sciences Medical Administrative Assistant

Ultimate Medical Academy
Clearwater
07.2025 - 12.2026

Skills

  • Proficiencies: MS Excel; MS Word; MS PowerPoint; Microsoft Outlook, Microsoft Teams, Data entry
  • Skills: Communication skills; Problem-solving skills; Attention to detail; Organized; Customer service
  • Healthcare Customer Service
  • Healthcare Knowledge
  • Documentation Management
  • Client Support
  • Client Onboarding
  • Record Keeping
  • Client Check-in
  • Client Check-out
  • Data management
  • Information Management
  • Privacy Standards
  • Regulatory Knowledge
  • Claims Processing
  • Billing Procedures
  • Dispute Resolution
  • Billing Support
  • Insurance Coordination
  • Insurance Plans
  • Government Programs
  • Managed Care
  • Insurance Options
  • Basic Coding Knowledge
  • Coverage Verification
  • Health Basics
  • Active listening
  • Data entry
  • Critical thinking
  • Customer relations
  • Problem resolution
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Payment processing
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Call management
  • Paperwork processing
  • Appointment scheduling
  • Order processing
  • Administrative support
  • Documentation
  • Microsoft Office Suite
  • Microsoft PowerPoint
  • Staff training
  • Prioritization
  • De-escalation techniques
  • Building rapport
  • Technical support
  • Quality control
  • Clerical support
  • Live chat support
  • Customer education
  • Dispute resolution
  • Coordination
  • Assertiveness
  • Recordkeeping strengths
  • Account management
  • Reading comprehension
  • Spreadsheets
  • Office equipment proficiency
  • Conflict mediation
  • Proofreading

Timeline

Customer Service Representative

Accenture
01.2026 - Current

Associate of Science Degree - Health Sciences Medical Administrative Assistant

Ultimate Medical Academy
07.2025 - 12.2026

Shelter Coordinator / Case Manager

Tetra Tech
12.2024 - 11.2025

Administrative Assistant/Secretary

Richmond County Health Department
03.2023 - 11.2024

Customer Service Representative

Cigna Health
06.2020 - 02.2023

Professional Profile

Honors/Awards: Ultimate Medical Academy Dean's List Ultimate Medical Academy Honor Roll Alpha Beta Kappa Honor Society

Alpha Beta Kappa Honor Society

  • Member, Alpha Beta Kappa National Honor Society
  • Recognized for academic achievement and excellence
  • Ultimate Medical Academy, 2026