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
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
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
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
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