Laquaila Cannon-Kelley
Summary
Detail-oriented professional with exceptional administrative and organizational skills. Strong knowledge of best practices in billing and coding acquired through training and hands-on experience. High efficiency allows for effective prioritization and handling of multiple projects. Adaptability enables thriving in any work environment. Excellent project management abilities and commitment to follow-through consistently deliver results. Strong interpersonal skills and customer service-oriented attitude contribute to developing and maintaining positive professional relationships with individuals from diverse backgrounds, fostering team cohesion.
Overview
25
25
years of professional experience
Work History
Inbound Customer Service Representative
Afni Riverside
01.2022 - 12.2024
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Resolved complaints to satisfy customers and encourage future transactions.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited strong multitasking skills on a daily basis by handling multiple phone lines without compromising the quality of service provided.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Manager
Amatullah Enterprises
01.2000 - 01.2008
- Thrived on challenging tasks
- Highly organized and dedicated with positive attitude
- Perform multiple assignments under pressure and consistently meet deadlines
Education
Diploma - Medical Billing & Coding
Kaplan College
Cincinnati, Ohio04.2010
Skills
- Medical Terminology
- Medical Insurance
- Accounting
- HCPCS
- CPT Coding
- Microsoft Office
- Keyboarding
- Data Entry
- Research
- High-volume call centers
- Computer skills
- Call center experience
- Customer focus
Quantitative experience
- Completed and submitted invoices and process for payments
- Handled expense reports with account summaries
- Consistently entrusted with large sums of money
- Maintained inventory control
- Demonstrated knowledge of and accountability for payroll, daily sales operations, and profit and loss statements
- Managed petty cash, payroll, inventory, member statements, accounts receivable, and payable
Training
Managing records and filing claims, preparing insurance forms, and handling billing.
Management experience
Manager, 01/01/00, 12/31/08, Amatullah Enterprises, Cincinnati, Ohio, Performed all aspects of operating a small business, Cooperated in the planning, development, and opening of new company, Able to develop rapport in work environment that builds teamwork, Excellent communication- developed relationships with various businesses, Superior conflict resolution skills, Effectively increased customer sales, Prepared sales reports, wrote purchase orders, and conducted regular inventories
Timeline
Inbound Customer Service Representative
Afni Riverside
01.2022 - 12.2024
Manager
Amatullah Enterprises
01.2000 - 01.2008
Diploma - Medical Billing & Coding
Kaplan College
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