MICHELLE ADAMS
Brooklyn
Summary
Dedicated healthcare professional with expertise in customer service, admissions support, and Medicare guidance in high-volume settings. Proficient in Salesforce, Microsoft Office, and Google Suite, with a strong focus on HIPAA compliance and multitasking. Committed to building relationships and delivering support to adolescents, young adults, and families with professionalism and empathy.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Centene
Forest Hills
09.2023 - Current
- Deliver timely support to members and providers in a fast-paced healthcare environment, resolving claims and benefit inquiries.
- Handle escalated calls with professionalism, empathy, and attention to HIPAA-related privacy and compliance requirements.
- Maintain detailed records in Salesforce and support accurate documentation for reporting and follow-up.
- Use strong multitasking skills to manage high call volume, shifting priorities, and time-sensitive issues.
- Apply Medicare knowledge to guide customers through complex benefit and policy questions.
- Achieved a 95% first-contact resolution rate, supporting customer retention and performance goals.
Early Childhood Education Teacher
Private Childcare Provider
10.2011 - 12.2019
- Worked with children, adolescents, and families to support individualized development, communication, and trust.
- Maintained a structured, patient, and supportive environment while managing multiple responsibilities.
- Collaborated with families to align goals and encourage progress in learning and personal growth.
Customer Service Representative
Phoenix Solution
04.2009 - 09.2010
- Resolved customer concerns efficiently while maintaining high satisfaction and repeat business.
- Identified client needs and recommended solutions, increasing monthly sales by 12%.
- Supported service improvement by collecting and analyzing customer feedback.
Supervisor
Bravo Supermarket
Queens
05.2007 - 12.2008
- Supervised and trained team members, enhancing service quality and workflow.
- Resolved customer complaints promptly, fostering a positive customer experience.
- Streamlined reporting and communication processes, increasing operational efficiency.
Education
Medical Billing and Coding -
York College, City University of New York
Jamaica, NYHigh School Diploma -
Franklin K. Lane High School
York, NYSkills
- Customer engagement and relationship building
- Sales and client admissions support
- Escalation handling
- Conflict resolution
- HIPAA compliance
- Medicare policy
- Salesforce
- Microsoft Office
- Google Suite
- High-paced multitasking
- Team leadership
- Active listening
- Empathetic listening
Timeline
Customer Service Representative
Centene
09.2023 - Current
Early Childhood Education Teacher
Private Childcare Provider
10.2011 - 12.2019
Customer Service Representative
Phoenix Solution
04.2009 - 09.2010
Supervisor
Bravo Supermarket
05.2007 - 12.2008
Medical Billing and Coding -
York College, City University of New York
High School Diploma -
Franklin K. Lane High School