Markeisha Bush
Tampa,FL
Summary
Experienced Customer Services Champion with strong knowledge of HIPPA and CRM application. Skilled in handling high-volume requests accurately and maintaining full compliance with privacy regulations.
Overview
9
9
years of professional experience
Work History
CS-Customer Experience Champion II
Verizon Wireless
08.2022 - 12.2025
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Handled over 30 inbound calls regarding customer wireless account
- Troubleshoot and resolve billing errors, service disruptions, and technical problems.
- Process orders, upgrades, plan changes, and account updates.
- Accurately log all customer interactions and resolutions in internal systems.
- Aim to solve issues on the first contact.
- Customer focus and empathy.
Account Specialist
Terminix Pest Control
05.2020 - 08.2022
- Resolved complex account issues, restoring client confidence and preserving business relationships.
- Address billing question
- Process payments and invoice
- Liaison to pest control technicians
- Educated and advised customers on preventive measures to reduce pest infestations.
- Take approximately 30 Inbounds call a day to schedule service appointments and address billing questions and concerns.
Care Navigator
Navvis Healthcare
05.2019 - 01.2020
- Educated patients and families on available resources, empowering them to make informed decisions about their care.
- Manage internal and external customer relationships to ensure that all customer service needs are
being met - Establish and maintain positive working relationships with Medicare or MA patients, family, caregivers,
physicians, and clinical and non-clinical staff - Participate in, and be compliant with, HIPAA verifications
- Work closely with patients and other members of the care team while maintaining effective and
professional relationships - Handle a high workload and meet deadlines with a high level of accuracy
- Made approximately 20-30 outbound calls per day.
Provider Service Representative
Centene, Sunshine Health
09.2018 - 04.2019
- Handled over 50 calls per day in regard to insurance claims
- Documented all activities for reporting and resolution through the customer relationship management
application - Answered inquiries regarding claims, eligibility, covered benefits, authorization status issues regarding
commercial insurance as well as Medicare and Medicaid - Provided first call resolution through issue documentation and resolution with appropriate internal
resource, follow-up and ensured closure with the contact who initiated the inquiry - Responded appropriately to issues and concerns, and provided trending feedback to improve the
customer experience - Aided providers regarding website registration, navigation and customer related inquires
- Educated providers on health plan initiatives during interactions with providers via telephone
- Maintained performance and quality standards based on established call experience guidelines
- Researched and identified any processing inaccuracies in claim payments and route to the appropriate
site operations' team for claim adjustment
Customer Service Representative
Health Net Federal Services
04.2017 - 07.2018
- Handled over 60 inbound and outbound calls per day in a busy call center setting
- Responded to phone, chat, and instant message inquiries from veterans and/or providers within
established timeframes utilizing current reference materials and available resources - Documented all activities for quality and metrics reporting through the DOMA Customer Relationship
Management (CRM) application - Processed chat and instant message customer correspondence and provided the appropriate level of
timely follow up - Researched and identified any processing inaccuracies in claim payments and routed to the appropriate
site operations team for claim adjustment - Maintained performance and quality standards based on established call center metrics including turn-
around times
Education
High School Diploma -
KING HIGH SCHOOL
Tampa, FL05-2001
Skills
- Customer Service
- Healthcare Management
- Communication Skills
- Problem Solving
- Time Management
- Teamwork and collaboration
- Friendly, positive attitude
- Customer service
- Problem-solving
- First Call Resolution
Timeline
CS-Customer Experience Champion II
Verizon Wireless
08.2022 - 12.2025
Account Specialist
Terminix Pest Control
05.2020 - 08.2022
Care Navigator
Navvis Healthcare
05.2019 - 01.2020
Provider Service Representative
Centene, Sunshine Health
09.2018 - 04.2019
Customer Service Representative
Health Net Federal Services
04.2017 - 07.2018
High School Diploma -
KING HIGH SCHOOL