Micayla Nettles
Customer Service
Loganville,GA
Summary
Amiable Customer Experience Agent with several years of experience managing high customer call volumes while delivering prompt and reasonable customer solutions. Empathetic listener utilizes open-ended questions to determine appropriate action for better customer experiences. Commended for consistent, positive customer reviews.
Overview
7
7
years of professional experience
Work History
Customer Experience Agent
Eversource Energy Service Company
Eastern, MA
05.2024 - Current
- Managed commercial and residential client demands including leaks, gas and electric outages, work requests.
- Ensured compliance with policies and procedures in a dynamic work environment.
- Respond to intricate billing and credit inquiries, investigate high bills, analyze customer program/protection enrollment status/eligibility, quote the amount due, authorize extensions, and make arrangements for the payment of past-due bills, final bills, and returned checks.
- Process online orders, turn on, turn off, and reconnect transfers for Eastern Massachusetts gas and electricity.
- Work with various internal departments (i.e., credit and collections, electric, gas, and water) across Massachusetts, New Hampshire, and Connecticut.
Invoice Researcher/Paid Agent
Change Healthcare
Alpharetta, GA
01.2022 - 03.2024
- Healthcare insurance billing experience
- Solid AR follow-up and medical billing knowledge
- Responsible for handling all correspondence related to an insurance or patient account, contacting insurance carriers and other facilities as needed to get maximum payment on accounts, and identifying issues or changes to achieve client profitability
- Adheres to HIPAA, PCI, and Change Healthcare Policies and Procedures
- Handles patient and insurance inquiries associated with specific patient accounts, including identification and resolution of billing discrepancies when reviewing the account
- Answer and make outbound calls in a fast-paced environment; handle difficult situations while maintaining quality customer service and expectations
- Responsible for updating patient demographics and insurance information
- Other duties as assigned by the Change Healthcare Leadership members
Education
High School - Forensic Science
South Gwinnett High School
Snellville, GA05-2018
Associate of Applied Science - Health Sciences
Gwinnett Technical College
Lawrenceville, GASkills
- Customer Service
- Communication
- Organized and Detail Orientated
- Proactive Problem-Solver
- Data Entry
- Administrative Support
- Microsoft office
- Critical Thinking Skills
- Multitasking
- Complaint handling
- Database research
- Computer skills
- Customer relations
- Quality assurance controls
- Active listening
- Calm and professional under pressure
References
References available upon request.
Timeline
Customer Experience Agent
Eversource Energy Service Company
05.2024 - Current
Invoice Researcher/Paid Agent
Change Healthcare
01.2022 - 03.2024
High School - Forensic Science
South Gwinnett High School
Associate of Applied Science - Health Sciences
Gwinnett Technical College
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