Makayla Joiner
Moody
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
8
8
years of professional experience
Work History
Customer service represenative
Everise
03.2019 - Current
- I help assist members with Humana insurance with any of their needs over the phone
- Help members find providers in network, send out ID cards if any were lost/stolen, as well as help with any claim type questions with any questions or concerns if any payments are due or if a claim needs to be reprocessed and paid correctly
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Customer service represenative
teletech
02.2018 - 01.2019
- Help with clients who use Briova Rx as their prescription needs, and help refill medications, reprocess Rx claims, as well as help find location pharmacies in the area to pick up the prescription as well
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer service represenative
EmSI
11.2016 - 02.2018
- Help our clients with doing health questionnaires for members with life insurance policies to make sure that their health is up to date and to decline the need of higher premium insurance policies
- Also help our clients with members who need to schedule checkups to help make sure health is up to date
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Education
Medical billing & coding - Certified Medical Biller and Coder
Southern Career Institute
Waco, TX02.2023
Medical Assistant - Certified Clinical Medical Assistant
Southern Career Institute
Waco, TX06.2022
Skills
- Customer service skills
- Leadership Skills
- Excel spreadsheet
- Detail-oriented
- Medical Records
- Data Entry
- Accuracy and precision
- Time Management
- Coding patient information
- Computer Literacy
- Adaptability and flexibility
- Active Listening
- Communication skills
- Microsoft word
- Computer savvy
- Medical Terminology
- Problem solving
- Electronic Health Records
- HIPPA
- Medical insurance knowledge
- Medical Coding
- EKG
- Multitasking
- Empathy
- Critical thinking
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
- Microsoft Excel
- Client relations
- Professional telephone demeanor
- Microsoft outlook
- Product knowledge
Activities
- Participated in training classes for new employees at Humana.
- Assisted with outbound campaigns to help members with medical questionnaires and schedule Annual Wellness checks.
Timeline
Customer service represenative
Everise
03.2019 - Current
Customer service represenative
teletech
02.2018 - 01.2019
Customer service represenative
EmSI
11.2016 - 02.2018
Medical billing & coding - Certified Medical Biller and Coder
Southern Career Institute
Medical Assistant - Certified Clinical Medical Assistant
Southern Career Institute
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