Mekyla Nelson
Atlanta,GA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills and ability to handle multiple projects simultaneously with a high degree of accuracy. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
13
13
years of professional experience
Work History
Advocate4Me Rep Sr
United Healthcare
03.2022 - Current
- Responsible for over 800 members on my panel who has Medicare/Medicaid in FL
- Advocate for the member when it comes to their health
- Find resources for members who may be homeless, in need of food, transportation, etc
- Answers questions regarding all benefits including health, vision, and dental
- Responsible for providing expertise and customer service support to members as part of UnitedHealthcare Advocate4Me model
- Direct phone-based customer interaction to address complex member needs and provide recommendations on services that may help close gaps in care for the member and/or the member's family
- May authorizes claims payments or refer claims to investigators for further review
- Works independently
- Extensive work experience, possibly in multiple functions.
Licensed Direct Sales Agent
Allstate
03.2021 - 03.2022
- Inbound calls from prospects
- Listened to customer needs and desires to identify and recommend optimal products.
- Advocate for prospects
- Provided coverage option information to assist clients in protecting assets.
- Promoted products and services using upselling and other sales strategies.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Service Representative III
Geico
03.2016 - 03.2021
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 60 customers each day.
- Providing the customer with the best solution based on their situation
- Maintained productivity and quality standards at all times.
- Accepted payments and updated accounts with latest information.
- Car insurance advocate to policyholders
- Adjust policies and benefits per the policyholder's request
- Personal Lines and Property & Casualty Licensed
- Reissued trained
- Provided information about company products and services, and capitalized on upsell opportunities.
- Assisted ERS for dispatching during peak times
Customer Service Representative Specialist
Anthem, Inc
07.2014 - 02.2016
- Communicate benefit information to members
- Handled customer inquiries and suggestions courteously and professionally.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Interacts with members verbally and in written form to ensure commitment given is accomplished
- Educate members on health insurance inquiries
- Health advocate to member; reminding members for routine services to be done
- Adjusting claims that were denied after further research and communicating with providers about correct CPT codes and Diagnosis codes.
Customer Service Representative
The Times
02.2014 - 07.2014
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Guided members on how to subscribe online for nwtimes.com
- Offered discounts to new members
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Cashier
Sears
10.2013 - 01.2014
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Counted down the drawers when opening and closing the store
- Helped other employees straighten up the clothing areas
- Trained new cashiers
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Greeted customers entering store and responded promptly to customer needs.
CPP Sovereign Agent
Teleperformance, Americall
05.2013 - 08.2013
- Receive at least 50 calls or more during an 8 - hour shift
- Verify account information
- Offer Identity Protection programs to each member of Sovereign Bank
- Activated credit cards and debit cards
Inventory Specialist
Finish Line Distribution Center
11.2012 - 01.2013
- Counting products in each area to make sure it matches in system
- Performed data entry and completed proper paperwork.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Stocked shelves, racks and cases with new or transferred merchandise.
- Picked and packed order items.
- Completed physical inventory counts each month.
Crew Member
McDonald's
05.2010 - 07.2012
- Worked front counter, drive-thru and other areas.
- Accurately operated cash register to process customer payments.
- Collaborated with team members to complete orders.
- Took orders, prepared meals, and collected payments.
- Stocked product shelves
- Trained new team members on procedures, customer service, and sales techniques.
- Became familiar with products to answer questions and make suggestions.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Trained new crew members
Education
High School Diploma -
Merrillville Senior High School
Merrillville, IN05.2012
Phlebotomy Technician Certificate -
Midwestern Career College
Blue Island, IL09.2014
Skills
- Inbound Customer Service
- Customer Retention Strategies
- Investigate Claims
- Claims Investigations
- Communications Support
- Customer Care
- Call Volume and Quality Metrics
- Knowledge Base
- Documentation
- Persuasion
- Problem-Solving Ability
- Advanced Computer Skills
Timeline
Advocate4Me Rep Sr
United Healthcare
03.2022 - Current
Licensed Direct Sales Agent
Allstate
03.2021 - 03.2022
Service Representative III
Geico
03.2016 - 03.2021
Customer Service Representative Specialist
Anthem, Inc
07.2014 - 02.2016
Customer Service Representative
The Times
02.2014 - 07.2014
Cashier
Sears
10.2013 - 01.2014
CPP Sovereign Agent
Teleperformance, Americall
05.2013 - 08.2013
Inventory Specialist
Finish Line Distribution Center
11.2012 - 01.2013
Crew Member
McDonald's
05.2010 - 07.2012
High School Diploma -
Merrillville Senior High School
Phlebotomy Technician Certificate -
Midwestern Career College