Mya Wright
West Monroe,LA
Summary
Customer Care Analyst / Senior Customer Service Representative with 4+ years of experience supporting healthcare and insurance members across eligibility, billing, claims, and patient services. Skilled in call quality monitoring, root-cause analysis, and multi-channel customer support to improve first-call resolution and customer satisfaction. Strong knowledge of HIPAA compliance, patient confidentiality, and healthcare operations. Proven ability to streamline processes, reduce escalations, and enhance overall service delivery in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Utility Clerk
City of West Monroe
West Monroe, LA
08.2025 - Current
- Executed customer transaction processing with precision and efficiency utilizing point-of-sale systems.
- Oversaw inventory record maintenance to ensure precise stock levels for public services.
- Facilitated resolution of customer inquiries and complaints to improve service satisfaction.
- Oversaw departmental coordination to ensure seamless operations and effective communication.
- Managed resolution of customer complaints and provided comprehensive answers to service inquiries.
- Organized monthly meter reading schedules and supported meter readers in accurately logging data.
- Managed communication channels by answering phones, faxes, and emails related to official city utility services.
Customer Care Analyst
Carenet
Remote
05.2022 - 02.2025
- Managed high-volume inbound and outbound calls to oversee patient scheduling, eligibility verification, and billing inquiries.
- Evaluated patient accounts to assess insurance eligibility and financial responsibility.
- Oversaw HIPAA-compliant management of protected health information (PHI).
- Evaluated customer interactions to uncover trends and enhance service efficiency.
- Facilitated collaboration with healthcare providers and internal teams to guarantee timely and accurate patient care.
- Managed resolution of complex patient concerns involving appointments, billing, and insurance claims.
- Ensured accuracy and integrity of documentation within electronic health record (EHR) systems.
- Enhanced patient satisfaction through delivery of empathetic, solutions-focused customer support.
- Analyzed service metrics (AHT, FCR, CSAT) and delivered comprehensive reports to leadership.
Customer Service Representative
TTEC
Remote
08.2021 - 04.2022
- Facilitated multi-channel support (phone, email, chat) to address and resolve customer inquiries and concerns.
- Resolved billing discrepancies and delivered payment solutions and account support.
- Oversaw queue management and prioritized responses to ensure compliance with service level agreements.
- Recorded all interactions meticulously to ensure accurate reporting and uphold quality assurance standards.
- Facilitated collaboration among team members to enhance workflow efficiency.
- Analyzed customer concerns to identify trends and drive service improvements.
Senior Customer Advocate
Entergy
Remote
01.2019 - 04.2021
- Directed resolution of customer inquiries to enhance satisfaction and loyalty.
- Guided junior staff in implementing best practices for customer service and conflict resolution.
- Evaluated customer feedback to uncover trends driving strategic enhancements.
- Facilitated collaboration among cross-functional teams to enhance operational efficiency.
- Directed resolution of complex escalations, ensuring timely and effective outcomes for high-impact cases.
- Cultivated consistent positive customer reviews through empathetic support and timely follow-ups.
Customer Sales Representative
Teleperformance
Remote
06.2018 - 12.2019
- Managed high-volume inbound calls to resolve customer needs and service issues.
- Delivered comprehensive product and service education while efficiently resolving customer complaints.
- Facilitated escalation of complex issues to guarantee prompt resolution.
- Monitored call data to ensure compliance with reporting standards and performance metrics.
Education
High School Diploma -
Ouachita Parish High School
05.2018
Skills
- Healthcare & Insurance Support
- Patient & Member Services
- Eligibility, Billing & Claims Support
- HIPAA & Regulatory Compliance
- Call Quality Monitoring & Auditing
- Root Cause Analysis & Service Improvement
- Customer Experience & Retention Strategies
- CRM Systems & Data Entry Accuracy
- EHR Systems & Documentation
- De-escalation & Conflict Resolution
- Multi-channel Support (Phone, Email, Chat)
- Data Analysis & Reporting
- Team Collaboration & Process Improvement
- Microsoft Office (Excel, Word, Outlook)
Timeline
Utility Clerk
City of West Monroe
08.2025 - Current
Customer Care Analyst
Carenet
05.2022 - 02.2025
Customer Service Representative
TTEC
08.2021 - 04.2022
Senior Customer Advocate
Entergy
01.2019 - 04.2021
Customer Sales Representative
Teleperformance
06.2018 - 12.2019
High School Diploma -
Ouachita Parish High School