Michaeya Scott
Houston,TX
Summary
Seeking a long-term career where I can utilize my skills and knowledge to assist and function to open up growth and better opportunities.
Experienced recovery professional with strong focus on team collaboration and achieving results. Skilled in crisis intervention, conflict resolution, and case management. Known for adaptability and reliability, consistently meeting changing needs and demands. Adept at building trust and fostering positive outcomes in challenging situations.
Overview
7
7
years of professional experience
Work History
Service Recovery Specialist
TEKsystems - Clover Health Insurance
Tomball, TX / Hybrid
02.2026 - Current
- Managed and resolved member complaints, escalations, and service-related concerns in a timely and professional manner.
- Reviewed recorded calls, case documentation, and member interactions to identify service failures and determine appropriate resolutions.
- Contacted members directly to acknowledge concerns, provide updates, and ensure issues were resolved with empathy and accuracy.
- Investigated complex healthcare matters involving claims, coordination of benefits (COB), prior authorizations, billing concerns, and provider-related issues.
- Collaborated with internal departments, providers, and leadership teams to research cases and implement effective solutions for members.
- Utilized AI-assisted systems and internal platforms to identify member dissatisfaction trends and prioritize urgent cases requiring intervention.
- Maintained accurate documentation of case activity, follow-up actions, and final resolutions within company systems and databases.
- Ensured compliance with HIPAA regulations and company policies while handling confidential member information.
- Balanced multiple tasks and high-priority cases in a fast-paced healthcare environment while maintaining strong attention to detail.
- Focused on improving member satisfaction, reducing escalations, and delivering high-quality customer service experiences.
Patient Care Coordinator
VXI Global Solutions LLC
Remote
11.2025 - 02.2026
- Coordinated patient scheduling and follow-up appointments to enhance care continuity.
- Managed communication between patients, healthcare providers, and insurance companies to streamline processes.
- Implemented patient education programs, improving understanding of treatment plans and health management.
- Led team meetings to discuss patient needs, resolving issues and enhancing service delivery efficiency.
Order Entry Specialist
TEKsystems - ABI Document Services
Tomball, TX
06.2025 - 10.2025
- Processed and entered high volumes of customer orders accurately into company databases and order management systems.
- Reviewed orders for completeness, accuracy, and compliance with company guidelines and client requirements.
- Maintained detailed records of customer transactions, documents, and account updates.
- Communicated with customers, clients, and internal departments through phone, email, and other communication channels to resolve order discrepancies and provide status updates.
- Coordinated with production and document processing teams to ensure timely completion and delivery of services.
- Handled confidential customer and business information while maintaining compliance with company privacy and security standards.
- Assisted with troubleshooting order issues, correcting data entry errors, and escalating complex concerns when necessary.
- Managed multiple tasks in a fast-paced environment while maintaining strong attention to detail and accuracy.
- Provided professional customer support by responding to inquiries regarding document services, order status, billing concerns, and service requests.
- Utilized Microsoft Office applications and internal systems to track workflow, generate reports, and maintain organized records.
Customer Experience Specialist
Percepta - Ford Motor Company LLC
Houston, TX / Hybrid
10.2021 - 01.2025
- Provide customer service by assisting customer with inquiry and or concerns with their vehicles.
- Resolved customers' concerns, by assisting them with best solutions for their current concerns weather its with their vehicle or ongoing issue with the product or service being provided to the customer.
- Engaged and utilize all my recourses to come up with the best solution to assist the customer
- Enhanced customer satisfaction through effective problem resolution and proactive communication.
- Collaborated with cross-functional teams to streamline customer service processes and improve response times.
Delivery Driver
Amazon
Houston, TX
07.2021 - 10.2021
- Completed on-time deliveries by choosing best and most efficient routes.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Delivered packages to customer doorsteps and business offices.
Collections Specialist
Bank Of America
Houston, Texas
10.2020 - 10.2021
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
Packaging Associate
Amazon
Houston, TX
05.2021 - 07.2021
- Labeled, recorded and inspected packaging to prepare for shipment or storage.
- Prepared orders for shipment by inserting associated paperwork, tagging boxes and scanning barcodes to upload package data to tracking system.
- Assisted with quality and production process improvements to support new packaging initiatives.
- Performed packaging tasks alongside team to demonstrate proper methods according to labor plan and assigned tasks.
Customer Service Representative
Assurant
Houston, Texas
10.2019 - 06.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Sterile Processing Technician Certifacation - Sterile Processing Technology
Fortis Institute
Houston02-2017
High School Diploma -
Jersey Village High School
Houston, TX06-2015
Skills
- Brand Experience
- Conflict Resolution Techniques
- Upselling Products and Services
- Interpretation and Translation Services
- Debt negotiation
- Collection techniques
- Legal compliance
- Investigation techniques
- Documentation
- Payment processing
- Case management
- Records review
- Patient advocacy
Timeline
Service Recovery Specialist
TEKsystems - Clover Health Insurance
02.2026 - Current
Patient Care Coordinator
VXI Global Solutions LLC
11.2025 - 02.2026
Order Entry Specialist
TEKsystems - ABI Document Services
06.2025 - 10.2025
Customer Experience Specialist
Percepta - Ford Motor Company LLC
10.2021 - 01.2025
Delivery Driver
Amazon
07.2021 - 10.2021
Packaging Associate
Amazon
05.2021 - 07.2021
Collections Specialist
Bank Of America
10.2020 - 10.2021
Customer Service Representative
Assurant
10.2019 - 06.2021
High School Diploma -
Jersey Village High School
Sterile Processing Technician Certifacation - Sterile Processing Technology
Fortis Institute