Carlmeka Lafayette
Baton Rouge,US
Summary
Call Center Healthcare WFH professional with a proven track record in resolving complex healthcare inquiries and enhancing patient satisfaction. Demonstrated expertise in project management, leading cross-functional teams to achieve milestones ahead of schedule. Skilled in communication, problem-solving, and customer service, contributing to increased customer retention and compliance with healthcare standards.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
3
3
years of professional experience
Work History
Customer Service Rep 11 Billing Agent
Sutter Health
Baton Rouge, LA
08.2024 - 01.2025
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Took special orders in person and over telephone, generating additional revenue every month.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved customer complaints promptly and efficiently.
- Collected deposits or payments and arranged for billing.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Updated databases with new and modified customer data.
- Answered inbound calls, chats and emails to facilitate customer service.
- Contacted customers about potential service upgrades, new services and account changes.
Healthcare Agent
Concentrix
, United States
10.2023 - 06.2024
- Resolved complex healthcare inquiries, enhancing patient satisfaction and reducing response times by 20%
- Led cross-functional team projects, ensuring compliance with healthcare regulations and achieving project milestones ahead of schedule
- Facilitated effective communication between patients and healthcare providers, improving overall service delivery and team cohesion
- Consistently met and exceeded performance targets, contributing to a 15% increase in customer retention rates
- Accurately documented patient interactions, ensuring data integrity and compliance with healthcare standards
- Implemented feedback systems to enhance patient experience, resulting in a 25% increase in positive reviews
- Coordinated with multidisciplinary teams to resolve patient issues, boosting resolution rates by 30%
- Optimized patient data management, cutting down documentation errors by 15% and ensuring compliance
- Conducted thorough patient assessments, contributing to accurate diagnoses and more effective treatment plans
- Analyzed patient feedback to identify service gaps, implementing changes that boosted satisfaction scores by 18%
- Initiated a patient follow-up program, increasing appointment adherence by 22%
Medicaid Healthcare Agent
Conduent
, United States
02.2022 - 06.2023
- Works well in team settings, ensuring timely completion of projects through effective communication and teamwork
- Pays close attention to detail, ensuring accuracy and quality in all assignments while meeting tight deadlines
- Strives for excellence by setting and achieving high standards, consistently delivering on time and exceeding expectations
- Facilitated seamless patient interactions, resolving complex issues swiftly to enhance customer satisfaction and retention
- Proactively engaged with patients, providing clear and empathetic communication to resolve their concerns effectively
- Provided empathetic patient support, successfully resolving over 100 complex cases monthly and enhancing retention
- Guided Medicaid patients through complex healthcare processes, achieving a 95% satisfaction rate with personalized support
Education
High School Diploma -
Alpostlic Lighthouse Christian Academy
Jackson, LA01.2015
Skills
- React
- Communication
- Teamwork
- Customer Service
- Problem-solving
- Critical Thinking
- Project Management
- Time Management
- Healthcare
- Typing
- Software
- Account updating
- Complaint resolution
- Scheduling
- Empathy and patience
- Adaptability and flexibility
- Call center procedures
- Verbal and written communication
- Filing
- Research
- Hospitality and accommodation
- Refunds processing
- Money handling
- [Software] CRM system proficiency
- Multi-task management
- Reading comprehension
- Call escalation
- Data entry
- Microsoft Excel
- Typing proficiency
- Multitasking and organization
- Order processing
- Typing [number] wpm
Hobbies and Interests
I love be able to work from home , and help others being at home , meeting new people just by taking inbound calls being able to assist customers with whatever they may need assistance with.
Personal Information
Date of Birth: 08/09/1997
Timeline
Customer Service Rep 11 Billing Agent
Sutter Health
08.2024 - 01.2025
Healthcare Agent
Concentrix
10.2023 - 06.2024
Medicaid Healthcare Agent
Conduent
02.2022 - 06.2023
High School Diploma -
Alpostlic Lighthouse Christian Academy