MARQUITA ALLEN
Customer Service
Snellville,GA
Summary
"Dedicated customer service professional with over 4 years of experience in the healthcare industry. Adept at managing complex customer interactions and ensuring high levels of satisfaction. Proven track record of leading teams to achieve and exceed performance targets. Skilled in implementing process improvements and training programs to enhance customer service delivery. Seeking a challenging healthcare management role where I can leverage my expertise in customer service and passion for healthcare to drive positive outcomes for both patients and the organization.
Overview
9
9
years of professional experience
Work History
national vision INC
LAWRENCEVILLE, GA
11.2020 - Current
MANAGED CARE EMPLOYEE DEVELOPMENT SPECIALIST
08.2023 - Current
- Mentored four-eight new employees as part of peer-to-peer mentoring program to improve efficiency of onboarding process
- Maintained a 97% satisfaction rating over a 24-month period as a customer care representative
- Received 3 promotions, from customer service agent to senior agent to team lead to Employee development specialist in less than 24 months
- Monitored the ques to verify after call time less than 3-minute standard
- Conducted interviews for potential hires
- Utilize team chat daily to assist agents
- Assisted with annual performance reviews for each team member
- Teaching new hires how to read billing codes and bills
Managed care TEAM LEAD
08.2022 - 08.2023
care senior agent
05.2022 - 08.2022
Customer service Team lead
, IN
01.2015 - 03.2020
- Managed 50+ calls per day and addressed billing inquiries from escalated customers to retain 20+ customers a month
- Provided exceptional customer service by promptly addressing inquiries and resolving issues, resulting in a 95% customer satisfaction rating
- Managed customer accounts using the company’s proprietary CRM system, accurately documenting interactions, and updating relevant information
- Contributed to the development of training materials.
Education
HIGH SCHOOL DIPLOMA - undefined
MUNCIE CENTRAL HIGH SCHOOL
JUNE 2009
Skills
- Communication Skills
- Problem-Solving Abilities
- Empathy and Compassion
- Attention to Detail
- Leadership Skills
- Knowledge of Healthcare Regulations
- Time Management
- Computer Skills
- Conflict Resolution
- Teamwork
- Successfully training 6-8 agents at a time
Timeline
MANAGED CARE EMPLOYEE DEVELOPMENT SPECIALIST
08.2023 - Current
Managed care TEAM LEAD
08.2022 - 08.2023
care senior agent
05.2022 - 08.2022
national vision INC
11.2020 - Current
Customer service Team lead
01.2015 - 03.2020
HIGH SCHOOL DIPLOMA - undefined
MUNCIE CENTRAL HIGH SCHOOL
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