Jenaya Green
Orlando,FL
Summary
Accomplished in enhancing customer satisfaction with a consistent 97% CSAT rating at United Healthcare Group. Proficient in digital literacy and effective communication, resulting in reduced call response times and improved customer experiences. Adept at prioritizing tasks and thriving in fast-paced environments, delivering high-quality service and operational excellence.
Overview
11
11
years of professional experience
Work History
Banquet Server
Hospitality Staffing
Orlando,, FL
09.2022 - Current
- Served appetizers, delivered entrees, and refilled beverages for banquet guests.
- Managed multiple tasks simultaneously while maintaining composure under pressure in fast-paced banquet environments.
- Set up banquet tables and chairs based on event requirements.
- Demonstrated exceptional teamwork by collaborating with fellow servers to maintain a smooth flow of service during large-scale events.
Administrative Assistant (Hybird)
United Healthcare
Orlando, FL
09.2016 - 07.2022
- Triaged 60+ Daily inbound calls and sales inquiries from customers to perform medication refill, denial request, troubleshooting and escalated to a senior management.
- CSAT Maintain an average of 99% CSAT (customer satisfaction) goal to reach each quarter of department and maintained a 97% of customer satisfaction survey rating.
- Assistant an average of 45 customers a day with submitting payments and set up payment arrangement for outstanding balances.
- Facilitate work requests for alternative medication and company patterns responsible for closing out customer account balances.
- Escalate customer payment issues to Tier 2 support to achieve quickest resolution and minimize wait time. Follow all company standards regarding paperwork, labor laws, cash management and loss prevention, and revenues.
Inbound Call Center Representative
On Target Staffing
Orlando, West Virginia
01.2014 - 08.2016
- Liaised between patients, healthcare providers, insurers, pharmacists, creating a seamless experience for all parties involved in the prescription process.
- Assisted in reducing medication errors through diligent review of drug interactions and dosage requirements.
- Reduced average call response time by effectively triaging customer concerns and promptly resolving issues.
- Maintained high levels of data accuracy by meticulously updating patient records and ensuring HIPAA compliance.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
Education
High School Diploma -
Cypress Creek High School
Orlando, FLValencia College
Orlando, FLSkills
- Prioritized Task Management
- Digital literacy
- Technical knowledge
- Billing & Sales Support
- Adaptability
- Effective Communication
- Key Performance Indicators (KPI)
- Workflow Delegation
- MS adS PowerPoint
Timeline
Banquet Server
Hospitality Staffing
09.2022 - Current
Administrative Assistant (Hybird)
United Healthcare
09.2016 - 07.2022
Inbound Call Center Representative
On Target Staffing
01.2014 - 08.2016
High School Diploma -
Cypress Creek High School
Valencia College