Misty Robinson
Jacksonville,FL
Summary
Customer experience professional with strong background in enhancing customer satisfaction and loyalty. Adept at resolving issues, managing high-stress situations, and implementing effective solutions. Strong focus on team collaboration and achieving results. Skilled in communication, problem-solving, and relationship-building, with keen understanding of customer needs. Skilled in resolving complex issues and tailoring solutions to meet unique client needs.
Overview
20
20
years of professional experience
Work History
Customer Experience Coordinator
Molina Healthcare
06.2025 - Current
- Conduct health risk assessments for all new customers to better understand their healthcare needs.
- Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products. To include, but not limited to, phone, chat, email, and off phone work supporting Medicaid, Medicare and/or Marketplace business.
- Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
- Coordinate with customers and their availability. Schedule future callback appointments as requested.
- Act as a liaison between customers and their providers. This includes coordinating and scheduling healthcare appointments on the customer's behalf, verifying insurance, billing, and benefits with providers, and finding new providers for customers as needed or requested.
- Certified HIPAA Professional, annual compliance training
- Accurately document pertinent details related to Member or Provider inquiries.
- Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled and work over-time and/or weekends, as needed.
- Aptitude to listen attentively, capture relevant information, and identify Member or Provider's inquiries and concerns and achieving first call resolution
- Exceeded individual performance goals in the areas of: Call quality, attendance, Adherence, call metrics (after call work, available vs unavailable time, customer satisfaction surveys.
- Able to proactively engage and collaborate with varied Internal/ External departments.
- Personal responsibility and accountability by taking ownership of providing resolutions in real time or through timely follow up with the Member and/or Provider.
- Supports provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
- Ability to effectively communicate in a professionally setting.
- Type of business: Healthcare/Insurance
BBWC Advisor
Teleperformance
10.2024 - 06.2025
- Remote setting (Work from home)
- Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns. Inbound and outbound
- First call resolution by calmly resolving and de-escalating any issues
- Onboard all first time and existing customers after purchase of a new GM vehicle
- Offboard trade-ins and/or sold vehicles and ensure billing is stopped/transferred.
- Provide technical support and step by step directions for the app(s) and features inside vehicle
- Periodically take emergency related calls from customers who may be lost or need immediate medical or emergency services, some passengers may even be unresponsive if involved in a crash
- Respond to requests for assistance and/or possible processing payments
- Track all call related information for auditing and reporting purposes
- Provide feedback on call issues
- Upsell services and add ons
- Provide value in product by informing customer of all features
- Type of business: General Motors
Sr Customer Service Representative
Maximus Services dba Aidvantage
07.2023 - 04.2024
- Call Center (inbound/outbound) Remote
- Primary Responsibilities:
- Handled all customer service inquiries regarding Federal Loan Servicing for college students via telephone
- Used various programs and applications for tracking, information gathering, and/or troubleshooting billing.
- Knowledge of government programs and benefits for students of all ages.
- Complete loan maintenance requests, refinancing options, repayment options.
- Extensive training/knowledge in loan practices, including billing process for student loans; interest, principal, amortization schedule, refinancing options/terms, credit worthiness, and familiar with additional FAFSA benefits and programs offered by governing bodies.
- Assist with Credit Bureau Requests utilizing established processes and procedures
- Type of business: Federal Student Aid (FSA) Loan Servicing
Account Specialist, Senior Customer Service Representative, Team Lead, Team Helper, Trouble Coordinator, Training & Development
TECO Energy dba Tampa Electric Co
10.2005 - 08.2013
- Primary Duties:
- Provides a single point of contact for key accounts to develop long-term relationships. This requires proactive contact with customers to assess customer satisfaction and business needs.
- Proactively reviews/audits the accuracy of rates, tax, and codes for key accounts.
- Performs periodic review of historical usage patterns and communicate results.
- Maintains favorable contact with assigned key customers related to a direct point of contact for industrial accounts
- Handled complex billing with all meters, both analog and digital; including large demand, 3 phase meters, and Time of Day meters.
- Send Service order requests for emergency and non emergency tickets
- Trouble coordinating with lineman and engineers for trouble tickets, as well as crew dispatching.
- Selling of surge protectors, and training in energy management.
- Credit arrangements based on worthiness, security deposits, surety bonds, blanket deposits.
- Auditing/Error daily reporting. This included Extensive payment and/or billing research, followed up by adjustments and sequential corrective transactions for any billing errors.
- Administrative duties and 'team helper' duties, and also was a stand-in lead when necessary to help other employees who needed assistance, training, escalated calls, and trouble shooting tips.
- Training and development of an up to date Procedure Manual for all new customer service representatives.
- Back up Revenue Protection Specialist. This included suspense billing and fraud investigations.
- Quality assurance, call monitoring, call metrics, and customer satisfaction surveys monitored daily.
- Other miscellaneous experience and duties:
- Compliance with Florida Public Service Commission (FPSC) and Federal Trade Commission rules and regulations
- Experience with Surety Bonds and Irrevocable Letter of Credits
- Issuance of letter of credits
- Bankruptcy laws
- Sales and marketing of various programs with and without employee incentive
- Type of business: Utility (electric and natural gas) for most of Central Florida
Education
Associate of Science - Nursing
Western Givernor's University
Salt Lake City, UT05-2028
Skills
- Billing and data analytics, especially pattern recognization and mathematical analytics
- Healthcare terminology, policy and processes
- Active listening
- Patient/customer advocacy
- Emotional intelligence
- Interpersonal skills
- First call resolution and conflict resolution/de-escalation
- Critical Thinking
- Independent but also successful training and leading
- Proficiency in all Microsoft programs
- Proficiency in CRM tools, Oracle, SalesForce, Workforce Management, GenesysCloud, Zendesk, CIS, GIS, WinViewer, iCon
- Quality Assurance and performance metric management
- Regulatory Compliance and HIPAA certified
- Remain calm under pressure
- Crisis intervention and risk assessment
- Use of Multi-channel communication systems
- Logistics management
- Financial and credit
Timeline
Customer Experience Coordinator
Molina Healthcare
06.2025 - Current
BBWC Advisor
Teleperformance
10.2024 - 06.2025
Sr Customer Service Representative
Maximus Services dba Aidvantage
07.2023 - 04.2024
Account Specialist, Senior Customer Service Representative, Team Lead, Team Helper, Trouble Coordinator, Training & Development
TECO Energy dba Tampa Electric Co
10.2005 - 08.2013
Associate of Science - Nursing
Western Givernor's University