Mya Harris
Bogalusa,LA
Summary
Seasoned support specialist with 17 years of experience, seeking a Customer Support Specialist office administration role. Expert in delivering high-quality customer service, resolving complex inquiries, and managing office administration tasks in healthcare settings. Skilled in data analysis, HIPAA compliance, and improving customer service outcomes through continuous improvement initiatives. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
13
13
years of professional experience
Work History
Internal Support Specialist Help Desk Supervisor
Maximus Federal
01.2016 - Current
- Provide script guidance and issue resolution support to customer service representatives, improving overall customer satisfaction
- Utilize multiple tools and databases to conduct research, ensuring the provision of accurate information to callers for effective problem-solving
- Identify and communicate trends to inform script enhancements, driving continuous improvement in customer support processes
- Offer insights on customer trends and best practices to the management team, aiding in the development of strategic support initiatives.
- Implemented proactive monitoring measures to identify potential problems before they escalated, resulting in improved system performance.
- Served as an escalation point for complex or sensitive customer issues, demonstrating empathy and problem-solving skills in challenging situations.
Customer Service Representative Tier 1/Tier 2
General Dynamics (GDIT)
08.2013 - 01.2016
- Resolved intricate health insurance inquiries, applying an in-depth understanding of the Affordable Care Act and Health Insurance Marketplace to guide customers effectively
- Facilitated consumer enrollment into appropriate healthcare plans, utilizing scripts and resources to ensure informed decision-making and customer satisfaction
- Recognized for outstanding performance and commitment to service excellence with a promotion to the Internal Support Group.
- Managed approximately 50 incoming calls per day from customers.
Emergency Room Registrar Office Administration
Lakeview Regional Medical Center
01.2012 - 2012
- Oversaw patient admissions and billing, maintaining operational efficiency and providing high-quality customer support in a high-pressure environment.
- Coordinated prompt responses to medical emergencies, accurately verifying insurance and effectively communicating procedural information to patients.
- Answered phone calls fax and email messages for medical facility, scheduling appointments and handled patient's inquiries.
- Answered phone calls and messages for physician and medical facility, scheduling appointments, and handling patient inquiries.
Emergency Room Admissions Technician Office Administration
LSU Lallie Kemp Medical Center
01.2011 - 01.2012
- Accurately managed patient admission processes in compliance with federal, state, and hospital regulations, facilitating clear communication with insurance companies and social service entities to confirm service eligibility.
- Improved departmental efficiency through meticulous completion of forms and reports, while providing patients with detailed information on social service programs and insurance benefits.
- Managed incoming calls, emails and faxes from and patients and other medical facilities.
Auditor/Verification Specialist
Budco via Kelly Services
2008 - 2009
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Analyzed employee data to determine healthcare eligibility, adhering to HIPAA regulations and company policies.
- Communicated benefit eligibility and verification procedures to employees and retirees, enhancing understanding and record accuracy.
Customer Service Representative
Minacs
2006 - 2008
- Addressed and directed a high volume of inbound and outbound customer inquiries to the relevant departments, ensuring a seamless service experience
- Resolved billing issues and recommended calling plan features, contributing to enhanced customer satisfaction and retention.
- Handled approximately 50-60 incoming calls per day for consumers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Account Executive
Comcast Cable Communication
2003 - 2006
- Managed customer inquiries, delivering precise information on products, services, and billing, ensuring issues were resolved efficiently and customer satisfaction was upheld.
- Conducted thorough audits of customer accounts, rectifying billing inaccuracies and facilitating the reconciliation of delinquent balances.
- Communicated with approximately 50-75 customer daily to understand needs and explain product value.
Assistance Payment Worker
Family Independence Agency
2001 - 2003
- Managed and safeguarded confidential client data in compliance with privacy standards while handling Medicaid medical claim activations and deactivations.
- Administered financial support to clients facing social and economic challenges, ensuring alignment with agency protocols for assistance distribution.
- Handled approximate caseload 75-100 clients by email, fax incoming and outgoing along with face-to-face interactions/interviews.
- Informed families of expectations and goals of Michigan Department of Health and Human Services.
- Helped families apply for and receive public assistance.
- Assisted clients with completion of applications and paperwork.
- Assessed family needs and supplied information and referrals to help meet needs.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
Education
Associate Degree, Liberal Arts -
Oakland Community College
Auburn Hills, MI01.2012
Skills
- Healthcare Insurance Phone Support
- Call Center Supervisor Support
- Office Management/Administration
- Product Knowledge
- Appointment Scheduling
- Critical Thinking
- Customer Service
- Active Listening
Timeline
Internal Support Specialist Help Desk Supervisor
Maximus Federal
01.2016 - Current
Customer Service Representative Tier 1/Tier 2
General Dynamics (GDIT)
08.2013 - 01.2016
Emergency Room Registrar Office Administration
Lakeview Regional Medical Center
01.2012 - 2012
Emergency Room Admissions Technician Office Administration
LSU Lallie Kemp Medical Center
01.2011 - 01.2012
Auditor/Verification Specialist
Budco via Kelly Services
2008 - 2009
Customer Service Representative
Minacs
2006 - 2008
Customer Account Executive
Comcast Cable Communication
2003 - 2006
Assistance Payment Worker
Family Independence Agency
2001 - 2003
Associate Degree, Liberal Arts -
Oakland Community College
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