Summary
Overview
Work History
Education
Skills
Timeline
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LaKeisha Mathis

Huntsville

Summary

Dedicated and customer-focused professional, seeking to leverage expertise in customer service and technical support in a remote, fast paced environment. Adapt at troubleshooting, resolving complex issues, and ensuring customer satisfaction.

Overview

7
7
years of professional experience

Work History

Lead Office Assistant

AccentCare
Huntsville, TX
05.2020 - Current
  • Managed inbound customer inquires through chat, email. and ticketing systems, ensuring timely and professional responses.
  • Provided detailed information and troubleshooting steps for customers experiencing issues with products or services.
  • Followed up with customers to ensure issues were resolved to their satisfaction.
  • Worked closely with the product and technical teams to communicate and escalate technical problems.
  • Assisted in maintaining up to date knowledge bases and FAQs to support customers effectively.
  • Contributed to team goals by meeting or exceeding key performance metrics measured by response times, first touch resolution and customer satisfaction.
  • Managed schedules and deadlines to ensure timely completion of projects and assignments for the team.
  • Trained new hires on company procedures, systems, and software, ensuring seamless integration into the team.
  • Boosted employee satisfaction by addressing concerns, providing support, and fostering a positive work environment.

Customer Support Specialist

Get Insured
Remote
07.2024 - 02.2025
  • Provide exceptional customer service via live chat, email, and ticketing systems, handling inquiries, complaints, and product issues effectively.
  • Troubleshoot technical issues, offering clear and concise solutions to customers and escalating complex cases when necessary.
  • Utilize ticketing software to track, prioritize and resolve support requests in a timely manner.
  • Collaborate with other departments to ensure a smooth resolution of customer issues and to improve overall customer experience.
  • Maintain a positive and empathic attitude, ensuring customer satisfaction at all stages of the support process.
  • Document customer interactions and feedback in Zendeck to assist in process improvements and product updates.


PHC Supervisor

Assist Med
Conroe, TX
03.2024 - 08.2024
  • Managed budgets responsibly while ensuring adequate staffing levels to meet the evolving needs of the patient population served.
  • Improved patient satisfaction by implementing efficient workflows and streamlining communication processes.
  • Increased health literacy among patients through targeted educational initiatives and community outreach efforts.
  • Ensured timely completion of care plans for all patients through diligent monitoring and proactive follow-ups with providers.
  • Provided information with Medicaid and Medicare to help provide for clients who needed personal care.
  • Increased employee retention rates by addressing concerns promptly while offering competitive compensation packages based on merit and performance achievements.
  • Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.

Front Office Coordinator

Woodland Springs Pychiatric Hospital
Conroe, TX
09.2018 - 03.2024
  • Handled financial transactions responsibly, collecting copayments and processing payments with attention to detail.
  • Improved patient relations by proactively addressing concerns or complaints with professionalism and empathy.
  • Supported administrative tasks such as filing, data entry, and document management to maintain an organized office environment.
  • Managed high call volumes effectively, addressing patient inquiries and resolving issues promptly.
  • Developed strong relationships with patients, providing empathetic support and assistance throughout their visit.
  • Contributed to a positive team atmosphere by assisting colleagues when needed, fostering a supportive work environment for all employees.
  • Managed inventory of office supplies, ensuring adequate stock levels were maintained for efficient daily operations.
  • Conducted insurance verification tasks accurately, ensuring proper coverage and minimizing billing errors.
  • Safeguarded patient privacy by strictly adhering to HIPAA regulations and maintaining confidentiality at all times.
  • Collect patient and client documents and information upon referral.
  • Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.

Education

Certificate - Administrave Assistant

Ultimate Medical Academy
Clearwater, FL
08-2018

High School Diploma -

Burton High School
Burton, TX
05-2009

Skills

  • Customer Support & Service
  • Technical Troubleshooting & Problem-Solving
  • Communication & Interpersonal Skills
  • Microsoft Windows & Microsoft Office Suites
  • CRM Software-Salesforce & Zendesk
  • Attention to Detail & Documentation
  • Adaptability & Fast-Paced Work Environment
  • Team Collaboration & Support
  • Time management

Timeline

Customer Support Specialist

Get Insured
07.2024 - 02.2025

PHC Supervisor

Assist Med
03.2024 - 08.2024

Lead Office Assistant

AccentCare
05.2020 - Current

Front Office Coordinator

Woodland Springs Pychiatric Hospital
09.2018 - 03.2024

Certificate - Administrave Assistant

Ultimate Medical Academy

High School Diploma -

Burton High School

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LaKeisha Mathis