Malikica Robinson
Summary
Dedicated Customer Service Representative with a proven track record of effectively resolving customer and patient issues while delivering exceptional support. Expertise in communication and problem-solving fosters robust client and patient relationships, contributing to overall business success. Committed to enhancing customer satisfaction through proactive engagement and tailored solutions. Results-oriented professional focused on creating positive experiences that drive loyalty and retention.
Overview
14
14
years of professional experience
Work History
Patient Service Representative II
Advocate Aurora Health
Waukesha, Wi
08.2021 - Current
- Managed high volume of inbound calls to schedule appointments, process insurance verification, and resolve patient inquiries.
- Collaborated with multiple departments to ensure smooth patient check-in/out processes.
- Trained new staff on office procedures, promoting consistency in service delivery.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
Personal Banker/Fraud Prevention Specialist
US Bank
West Allis, Wi
08.2016 - 07.2021
- Assisted clients with account inquiries, providing accurate information and enhancing customer satisfaction.
- Educated clients on product features, driving engagement and informed decision-making regarding financial services.
- Maintained accurate records of all customer interactions through diligent documentation within CRM systems.
- Exceeded performance targets with consistent achievement of call handling metrics and quality standards.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Navigated multiple systems simultaneously while assisting customers, demonstrating strong multitasking abilities.
- Handled escalated calls with professionalism, tact, and diplomacy to address customer concerns effectively.
- Investigated fraud claims using advanced data analysis techniques to enhance accuracy.
- Supported fraud detection efforts by identifying suspicious activity on accounts and notifying appropriate personnel for investigation.
Customer Service Representative
Dish Network
Dickinson, Tx
11.2014 - 07.2016
- Resolved customer inquiries using CRM systems, enhancing service efficiency and satisfaction.
- Guided customers through troubleshooting processes, ensuring clear communication and effective resolutions.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Enrollment Specialist
UnitedHealth Care
Dallas, Tx
07.2011 - 10.2014
- Provided support during open enrollment periods, addressing member inquiries and resolving issues promptly.
- Understood and thoroughly explained services provided to customers and potential customers.
- Worked effectively in fast-paced environments.
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
Education
High School Diploma -
Wauwatosa East High School
Skills
- Appointment scheduling
- Patient confidentiality
- Patient intake
- Payment collection
- Scheduling appointments
- Medical terminology
- Medical insurance
- Office administration
- Typing 65 wpm
- Phone and email etiquette
- Insurance billing
- Experience with claims processing
- Friendly, positive attitude
- Customer service
- Problem-solving
Languages
english
Timeline
Patient Service Representative II
Advocate Aurora Health
08.2021 - Current
Personal Banker/Fraud Prevention Specialist
US Bank
08.2016 - 07.2021
Customer Service Representative
Dish Network
11.2014 - 07.2016
Enrollment Specialist
UnitedHealth Care
07.2011 - 10.2014
High School Diploma -
Wauwatosa East High School