Keesha Hughes
Baltimore,MD
Summary
Knowledgeable and dedicated customer service professional with extensive experience in healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
9
9
years of professional experience
Work History
Customer Service Representative II
Johns Hopkins Health System
04.2018 - Current
- Managed high-volume calls effectively, maintaining professionalism while complying with HIPAA guidelines.
- Appropriately documented each call, ensuring proper follow-up and resolution of member concerns.
- Responded to customer requests for eligibility, health benefits and claims information.
Residential Counselor
Mosaic Community Services
04.2015 - 04.2018
- Reduced behavioral incidents by employing de-escalation techniques and maintaining a calm environment.
- Maintained safe and supportive residential environments for at-risk individuals, contributing to their overall wellbeing.
- Promoted independent living skills through coaching residents in daily tasks such as meal preparation, hygiene, medication education and packing.
- Monitored and documented client progress toward meeting goals and objectives.
Education
High School Diploma -
Edmondson Westside High School
Baltimore, MD06.1995
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Data Entry
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Professional telephone demeanor
- Documentation
Timeline
Customer Service Representative II
Johns Hopkins Health System
04.2018 - Current
Residential Counselor
Mosaic Community Services
04.2015 - 04.2018
High School Diploma -
Edmondson Westside High School
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