Maria Hairston-Akins
Maumelle,AR
Summary
Customer Service Specialist with 17 years of experience in billing support, technical escalations, and team leadership. Resolved complex customer inquiries and improved service experience through effective communication, data analysis, and policy implementation. Focused on prioritizing tasks and collaborating within teams to achieve business objectives.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Arkansas Blue Cross Blue Shield (Blue-card Dept)
Littlerock, AR
10.2023 - 11.2026
- Handled customer inquiries regarding insurance policy coverage details and payment status updates.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved customer complaints with prompt, efficient solutions to enhance customer experience.
- Communicated claim status updates with customers, adjusters, and internal teams.
- Conducted follow-up calls with customers to ensure issue resolution and satisfaction.
- Resolved customer issues through careful research and professional phone support.
- Initiated conversations with customers to identify needs, facilitate support, and improve service delivery. with customers to understand needs, resolve issues and answer product questions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Documented account notes and service actions in company records.
- Reviewed member records and processed customer service requests accurately.
- Supported BlueCard operations with courteous, confidential customer service.
- Resolved BlueCard provider inquiries using claims and membership systems.
- Assisted BlueCard members with eligibility, benefits, and claim questions.
- Communicated policy updates and service instructions using clear, respectful language.
- Adhered to strict guidelines pertaining to confidentiality while handling sensitive personal information.
- Reviewed and verified claim information to ensure accuracy of data and compliance with established policies.
- Reviewed claims details using Arkansas Blue Cross Blue Shield systems and policies.
- Applied policy language to evaluate claims and determine next actions.
- Reviewed insurance claims files for coverage, liability, and documentation accuracy.
- Processed a high volume of claims efficiently while maintaining quality standards.
- Ensured timely submission of required documentation from claimants prior to approval of payment.
- Documented changes in claim statuses using specialized software systems.
- Submitted appeals for customers following claim denials due to lacking evidence.
- Utilized claims management software to track claims' progress and maintain organized documentation.
- Resolved routine claim issues while following employer claims procedures and standards.
- Routed complex cases to proper Arkansas Blue Cross Blue Shield departments.
- Explained BlueCard coverage rules to members and participating providers.
- Verified benefits and eligibility using BlueCard claims systems.
- Resolved claim questions with providers and members through clear communication.
- Reviewed medical coverage details for out-of-state BlueCard services.
- Updated customer records and case notes in service databases.
- Explained plan benefits, billing issues, and claim status information.
- Escalated complex BlueCard issues to appropriate internal departments.
- Followed company guidelines for confidential health information handling.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Conducted regular follow-up calls with customers after resolving their issues.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Billing Support Specialist
FIS Global
Little Rock, AR
01.2020 - 09.2024
- Resolved billing and payment issues, ensuring customer understanding of charges and facilitating effective payment solutions.
- Analyzed inquiries and data to identify and apply billing adjustments, maintaining communication to enhance customer satisfaction.
- Verify and reconcile billing records, processing payments accurately while maintaining meticulous customer account documentation.
- Collaborated with cross-departmental teams to develop process improvements and manage risk assessments, supporting accurate financial reporting.
Premiere Loyalty Consultant
AT&T Mobility
Little Rock, AR
04.2011 - 10.2019
- Resolved complex technical issues and customer inquiries, improving service experience and customer satisfaction.
- Mentored new specialists in escalation procedures, fostering consistent and effective problem-solving.
- Collaborated with cross-functional teams to analyze trends in customer issues, driving long-term solutions and process improvements.
- Delivered comprehensive communication strategies during escalations, maintaining clear client and team interactions for efficient case resolution.
- Mentored new specialists in escalation procedures, ensuring consistent and effective problem-solving approaches.
Customer Service Representative Team Lead
Verizon (Continuum Global Solution)
Dallas, TX
01.2002 - 06.2006
- Monitored and analyzed team performance metrics, focusing on call wait times and average handle time to optimize first call resolution rates.
- Guided customer service representatives daily, reinforcing adherence to departmental policies and enhancing overall team performance.
- Facilitated open communication among team members to share best practices for resolving customer complaints and streamline call routing.
Education
Associate of Arts - Social Psychology
Pulaski Technical College
North Little Rock, ARSkills
- Customer Service
- Call Center Experience
- Complaint Resolution
- Billing Dispute Resolution
- Payment Processing
- Credit Card Payment Processing
- Payment resolution management
- Billing Cycle Management
- Billing reconciliation
- Claims management
- Collections
- Statement Processing
- Document Management
- Report Generation
- Account Updating
- Transaction Handling
- Research and Due Diligence
- Customer relationship management
- CRM Software
- CRM management
- Live Chat Support
- Multi-Line Telephone Operations
- Inbound and Outbound Calling
- Call Center Customer Service
- Call Routing
- Call Escalation
- Call Monitoring
- Scheduling Proficiency
- Appointment Scheduling
- Scheduling
- Quality Assurance
- Process optimization
- Team Training
- Employee Motivation
- Tracking Complaints
- Conflict Mediation
- De-Escalation Techniques
- De-escalation strategies
- Conflict resolution
- Active Listening
- Customer Consulting
- Clear communication
- Critical Thinking
- Problem solving
- Attention to detail
- Time optimization
- Assertiveness
- Team collaboration
- Customer satisfaction
- Service compliance
- Service Promotion
- Service upselling
- Empathy and patience
- Email correspondence
- Grammar
- Computer proficiency
- Microsoft Office applications
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Outlook
- Call center procedures
- Banking operations support
- Claims processing management
- Case documentation
- Research
- Complaint tracking
- Rewards Programs
- Team leadership
- Team performance analysis
- Tactful and Diplomatic
- Decision-making
- Complaint tracking
- Customer Engagement
- Active listening
- Document management
- Critical thinking
- Email correspondence
- Microsoft Excel
- Call center procedures
- Banking operations support
- Grammar
- Empathy and patience
- Time optimization
- Credit adjustments
- Call escalation
- Call center management
- CRM management
Timeline
Customer Service Representative
Arkansas Blue Cross Blue Shield (Blue-card Dept)
10.2023 - 11.2026
Billing Support Specialist
FIS Global
01.2020 - 09.2024
Premiere Loyalty Consultant
AT&T Mobility
04.2011 - 10.2019
Customer Service Representative Team Lead
Verizon (Continuum Global Solution)
01.2002 - 06.2006
Associate of Arts - Social Psychology
Pulaski Technical College