Joniqua Adkins
Sumter,SC
Summary
Organized and supported customer service operations with 4 years of experience in client interactions. Developed communication, conflict resolution, and project coordination skills through hands-on experience in computer science and full-stack web development internships. Assisted in the collaborative refactoring of a legacy API, leading to improved system response times. Motivated to utilize analytical and coding skills with flexibility for relocation.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Virtual Receptionist
TotalMed
Southern Pines, NC
04.2021 - 04.2026
- Administrative Support: Perform data entry, manage digital filing systems, and prepare reports or presentations.
- Calendar & Travel Management: Coordinate complex schedules, schedule meetings across time zones, and book travel arrangements.
- Communications: Monitor inboxes, screen and answer phone calls, and respond to customer inquiries.
- Bookkeeping & Finance: Process invoices, track expenses, and manage payroll or receipts.
- Marketing & Content: Manage social media accounts, schedule posts, and format basic web content or newsletters.
Data Entry
Centene Corporation/HealthNet
South Carolina
08.2018 - 12.2023
- Maintains database by entering new and updated customer and account information.
- Prepares source data for computer entry by compiling and sorting information.
- Establishes entry priorities.
- Processes customer and account source documents by reviewing data for deficiencies.
- Resolves deficiencies by using standard procedures or returning incomplete documents to the team leader for resolution.
- Enters customer and account data by inputting alphabetic and numeric information on keyboard or optical scanner according to screen format.
- Maintains data entry requirements by following data program techniques and procedures.
Quality Assurance Analyst
Lincare
Cincinnati, OH
07.2015 - 08.2018
- Maintain and develop call center quality standards.
- Review and complete evaluations on a subset of support agents customer interactions (calls, chats, email, etc.)
- Accompany evaluations with meaningful and constructive feedback through weekly coaching sessions
- Analyze all customer service metrics (e.g., SLA, CSAT, AHT) and how the agents performance affects those KPIs
- Create strategies to improve customer service KPIs
- Help agents improve their performance with specific instructions and constant support
- Map the need for training and onboarding programs and initiate these projects
- Monitor customer service performance at the agent and team level
- Create performance-related reports on a regular and ad-hoc basis
- Report a subset of support agents performance to project leadership
- Lead and participate in calibration sessions to maintain consistency and drive performance improvement in internal and external evaluations
- Contribute to our teams culture in a positive manner
Education
High school or equivalent - Psychology
Southside Academy
Baltimore, MD06.2011
Skills
- Data analysis skills
- Call Center
- Customer service
- POS
- Lexis-Nexis
- Twitter Ads
- Facebook Advertising
- Productivity software
- Computer skills
- Network Support
- Care plans
- Office management
- Interviewing
- CRM system proficiency
- Proofreading
- Google Docs
- Cooking
- Troubleshooting
- Decision making
- EDI
- Training & development
- Workforce management
- Data entry
- Patient monitoring
- Ethernet
- Slack
- DNS
- Technical Support
- Citrix
- Phone etiquette
- Total Quality Management
- Filing
- Performance feedback (performance evaluation method)
- NCQA standards
- Cloud security management
- Governmental accounting
- Communication skills
- Microsoft Windows Server
- TCP/IP
- CRM software
- DHCP
- ADP
- Skilled nursing facility
- Grammar experience
- Database management
- Communication platforms
- Employment & labor law
- AdvancedMD
- Cash Handling
- Writing skills
- Accounting
- System Administration
- Clinical information systems
- Telemarketing
- Pivot tables
- CSR
- Outbound calling
- Live chat
- LAN
- Upselling
- Call center experience
- Cold calling
- Word
- Remote Access Software
- Editing
- Operating Systems
- Healthcare advocacy
- Written communication
- Team Player
- Microsoft Windows
- Account management
- Cash Register
- Microsoft Office
- Microsoft Exchange
- Ambulatory surgery center
- Help Desk
- Web design
- Grocery store
- Research
- Endpoint Security
- Threat detection & response
- Active Directory
- VPN
- Quality control
- Anatomy knowledge
- Desktop Support
- Outpatient
- Computer Networking
- HIPAA
- Analysis skills
- Attention to detail
- Client services
- IT security monitoring
- Customer Care
- ICD-10
- Microsoft Outlook
- Customer communication
- Clinical research
- IT system monitoring
- EHR systems
Certification
- Driver's License Driver's License March 2025 to April 2033
- First Aid Certification October 2018 to September 2023
- CISSP
- DEA Certification
- Certified Professional Medical Services Manager
- Certified Provider Credentialing Specialist
- CRC
- RHIA
- Certified Coding Specialist
- RN License
- Certified Professional Coder
- Certified Coding Associate
- Certified Bookkeeper
- AHIMA
- RHIT
- Medical Coding Certification
- Medical Billing Certification
Languages
English - Expert
Additional Information
Authorized to work in the US for any employer
Timeline
Virtual Receptionist
TotalMed
04.2021 - 04.2026
Data Entry
Centene Corporation/HealthNet
08.2018 - 12.2023
Quality Assurance Analyst
Lincare
07.2015 - 08.2018
High school or equivalent - Psychology
Southside Academy