Kadijah Webber
Belle Glade,FL
Summary
Adept at navigating complex customer needs, I excelled at VXI Global by enhancing first-call resolution rates and mastering medical terminology. My blend of empathy and efficient multitasking, coupled with a typing speed of over 40 words per minute, consistently surpassed KPIs, demonstrating a unique balance of technical proficiency and compassionate communication.
Overview
8
8
years of professional experience
Work History
Healthcare Customer Service Representative
VXI Global
03.2022 - 05.2024
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
Chat Support Representative
Teleperformance USA
Boca Raton, FL
01.2020 - 05.2021
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Contributed to a positive work environment by assisting colleagues in resolving challenging situations when needed.
- Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
- Demonstrated flexibility in adjusting work hours or assisting with additional tasks during peak periods, contributing to overall team success.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
- Maintained extensive knowledge of company policies, procedures, and offerings to effectively address customer needs.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
- Promoted upselling opportunities where appropriate while remaining focused on delivering exceptional service within each interaction.
Data Entry Clerk
Comcast
West Palm Beach, FL
07.2016 - 11.2019
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Verified accuracy of data entered into system to produce error-free reports.
- Sorted documents and maintained organized filing process.
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
- Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
- Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Created and maintained data entry logs to track data entry activities.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.
- Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
- Prevented costly mistakes by proactively identifying discrepancies in numerical entries and rectifying them promptly.
- Improved database integrity by regularly updating records to ensure relevancy and accuracy of information.
- Performed regular audits on database content to identify outdated or inaccurate records requiring updates or removals.
Education
Bachelor Of Administration - Business Administration
Walden University
Minneapolis, MNSkills
- Medical terminology
- Call center experience
- Claims processing
- Data entry proficiency
- Follow-up skills
- Medical billing
- Policy adherence
- Referral coordination
- Stress tolerance
- Empathy and patience
- Healthcare industry
- Insurance claims follow-up
- Patient eligibility verification
- Patient payment processing
- EHR management
- Record maintenance
- Strong interpersonal skills
- Multitasking and organization
- Customer service
- Typing speed 40 words per minute
Timeline
Healthcare Customer Service Representative
VXI Global
03.2022 - 05.2024
Chat Support Representative
Teleperformance USA
01.2020 - 05.2021
Data Entry Clerk
Comcast
07.2016 - 11.2019
Bachelor Of Administration - Business Administration
Walden University