Lukeisha Randall
Parkland,WA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
Work History
Lead Referral Coordinator
Valley Cities Counseling And Consultation
09.2021 - 01.2024
- Inbound/Outbound Medical Contact Center for Behavioral Health or Substance Use Clients
- Insurance Verifications Through Provider One
- Provided exceptional customer service to patients, addressing inquiries or concerns regarding their referrals in timely manner.
- Provided education and instruction to referral sources on referral processes.
- Maintained comprehensive database of provider information, ensuring accessibility and accuracy for all team members.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Enhanced referral process efficiency by streamlining workflows and improving communication between departments.
- Managed office logistics by scheduling appointments, maintaining files through excel spreadsheet
- Scheduled appointments with specialists on behalf of clients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Learned and adapted quickly to new technology and software applications.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Organized and detail-oriented with strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Enter Next day appointments from King County Crisis Connections
- Assigned to Intake line to determine eligibility for new clients and schedule evaluations with intake specialists.
- Answered phone calls and messages for 20 + behavioral health specialists for mental health medical facility, scheduling appointments, and handling patient inquiries.
Dispatcher/Customer Service
FSA Logistix
11.2018 - 06.2020
- Monitor 3rd party delivery drivers for FSA Contracted for Best Buy Home Delivery
- Make outbound calls two days prior to confirm deliveries
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Assist with training of new dispatchers
- Assist with morning load out from dock and return off loading when back at warehouse
- End of day reports to complete work shift.
- Reduced errors in dispatch logs by implementing thorough double-check system for all entries.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
Customer Service / Reservation Specialist
Xerox Services
02.2011 - 11.2017
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings for flights and cruise vacations.
- Book flight reservations for Virgin America Airline
- Took sales calls for cruiselines through Expedia & Travelocity with 3rd party company
- Manage existing reservations
- Process Payments and send out confirmations
- Update mileage programs
- Manage any existing reservations
- Send itinerary changes or sail date changes
- Spreadsheet documenting
- Answer High volume inbound calls
- Provide website technical support
- Training assistant & trainer for back up.
- Displayed excellent problem-solving skills when addressing complex booking situations or guest concerns, enhancing overall customer satisfaction levels.
- Contributed to the improvement of internal processes through feedback sessions and collaboration with colleagues from other departments.
Credit Manager
Er Solutions- Qwest
01.2010 - 01.2011
- Negotiated settlements and payment terms with customers through 3rd party for Qwest Communications.
- Processed debtor payments and updated accounts to reflect new balance.
- Negotiated to collect balance in full.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked effectively in fast-paced environments.
- Applied suspensions to services for non payment accounts.
- Monthly collection goals for office maintained
- Reconnection of services applied with paid in full balance
Education
High School Diploma -
Thomas Jefferson High School
Auburn, WA06.2004
Skills
- Customer Service
- Data Entry
- Medical terminology knowledge
- Multi-line telephone operation
- Referral Verification
- Insurance Verification
- HIPAA Compliance
- Notetaking and documentation
- MS Office
- Call center experience
- Spreadsheets
- Product and service knowledge
- Typing and 10-Key Entry
Timeline
Lead Referral Coordinator
Valley Cities Counseling And Consultation
09.2021 - 01.2024
Dispatcher/Customer Service
FSA Logistix
11.2018 - 06.2020
Customer Service / Reservation Specialist
Xerox Services
02.2011 - 11.2017
Credit Manager
Er Solutions- Qwest
01.2010 - 01.2011
High School Diploma -
Thomas Jefferson High School
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