Lanika Bailey
Hutchins,TX
Summary
Driven by a results-focused approach, I excel in customer service and problem-solving, as demonstrated at Tria-Optum-Department of Veteran Affairs. My expertise in Microsoft Office and client relationship building has consistently enhanced operational efficiency and customer satisfaction, showcasing a strong work ethic and a commitment to excellence in fast-paced environments. Talented Scheduler with a hardworking mentality and an organized approach. Familiar with compliance and documentation requirements. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
2
2
years of professional experience
Work History
Appointment Scheduler
Tria-Optum-Department of Veteran Affairs
01.2024 - Current
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Answered phone calls and answered questions from potential customers.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Acted as first point of contact and set appointments for prospective clients.
- Acted as a reliable point of contact for clients, addressing concerns or questions about their appointments with professionalism and tact.
- Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
- Maintained a comprehensive understanding of company policies and procedures in order to effectively communicate them to clients during the scheduling process.
- Set up appointments with interested customers according to schedule availability.
Remote Customer Service
CVS Caremark
09.2023 - 01.2024
- Handled customer phone inquiries, providing information and resolving issues, enhancing remote customer service.
- Expedited customer service resolution times by addressing concerns in the native language of the client when necessary.
- Assisted in training new team members; developing their product knowledge and customer service skills for success within the Whole Body department.
- Boosted overall customer satisfaction by providing exceptional service, addressing complaints promptly, and resolving issues effectively.
- Managed the repair and alteration process for customers, ensuring timely completion of services to maintain customer satisfaction.
- Performed remote troubleshooting sessions with customers to resolve technical issues efficiently without needing on-site visits.
- Provided exceptional customer service to both internal staff members as well as external clients resulting in satisfied customers.
- Handled high volumes of transactions with precision, minimizing errors while maintaining excellent customer service standards.
Billing Customer Service Representative
Spectrum Communications
07.2022 - 04.2023
- Streamlined billing processes for improved efficiency and reduced errors.
- Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
- Assisted in the development of departmental goals and strategies related to billing operations, contributing to overall business growth.
- Actively participated in ongoing professional development opportunities, staying current with industry trends and emerging technologies related to billing systems.
- Efficiently managed high-volume workloads under tight deadlines, consistently meeting performance expectations without sacrificing quality or attention to detail.
- Updated customer records with accurate billing information, preventing future disputes and delays in payment processing.
- Implemented electronic billing options for customers, reducing paper waste and promoting eco-friendly practices within the company.
- Collaborated with team members to achieve monthly service targets and maintain high-quality standards.
- Maintained a strong knowledge of industry regulations and best practices relating to billing procedures, providing expert guidance when needed.
- Enhanced customer satisfaction by promptly addressing billing inquiries and resolving disputes.
- Provided backup support for other Customer Service Representatives during peak periods or staff absences, ensuring uninterrupted service to customers.
- Liaised with internal departments such as Sales and Operations to ensure accurate calculation of charges based on contract terms and service usage data.
- Reconciled discrepancies between billed amounts and actual charges, improving overall accuracy of invoices.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
No Degree - Medical Assisting
PC Center
DeSoto, TX05.2010
Skills
- Calendar Management
- Meeting deadlines
- Remote Work Capabilities
- Follow-up skills
- Client Relationship Building
- Accuracy and Precision
- Schedule Coordination
- Chart updating
- Data entry proficiency
- Insurance Verification
- Call Screening
- Patient Registration
- Attention to Detail
- Patient Scheduling
- Strong Work Ethic
- Telephone Etiquette
- Computer Skills
- Critical Thinking
- Effective Multitasking
- Teamwork and Collaboration
- Medical Billing
- Microsoft Office Suite
- Documentation proficiency
- Customer Service
- Problem-Solving
- Data Entry
- Medical Terminology
- Outbound and inbound calls
- Call Control
- Microsoft Office
- Scripted calls
- Payment Processing
- Customer Orders
- Order Taking
- Quality Assurance
Timeline
Appointment Scheduler
Tria-Optum-Department of Veteran Affairs
01.2024 - Current
Remote Customer Service
CVS Caremark
09.2023 - 01.2024
Billing Customer Service Representative
Spectrum Communications
07.2022 - 04.2023
No Degree - Medical Assisting
PC Center
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