Mycorria Jackson
Augusta,United States
Summary
I have 10 years of customer services experience. Passionate about building customer relationships and defusing customer situations. Customer-obsessed support professional looking to use interpersonal and problem-solving skills to deliver swift resolutions. Hard working looking for a challenging position to showcase skills and contribute to the growth of the organization. Would like to enhance customer service support and skills by taking up challenging assignments and expanding knowledge. Knowledgeable and dedicated customer service professional with extensive experience in [Telecommunication] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Healthcare Representative
CVS Healthcare
03.2023 - 01.2024
- Drive customer satisfaction through voice, chat, and/or email communications
- Navigate through multiple systems and tools
- Assist with new/existing claims
- Transfer to correct department and public adjuster
- Drive customer satisfaction through voice, chat, and/or email communication
- Assist with questions on insurance claims, policy, deductibles, payments, billing, and etc.
- Help members file new claims
- Ongoing training and skill development
- Maintain required product and service knowledge to deliver best in class service
- Use client-specific tools to research inquiries, document customer interactions, and issue resolutions
- Handle incoming calls in timely manner.
- Interacted with [100+] insurance companies to verify patient eligibility and benefits.
- Coordinated referral management with [100+]-person clinic staff to provide optimal access to specialty care.
- Provided comprehensive support during medical appointments, enhancing overall patient experience within clinic setting.
- Followed up with doctors and nurses to obtain necessary information to complete patients' records.
- Upheld strict confidentiality standards while managing sensitive patient information according to HIPAA regulations.
- Used medical terminology knowledge to explain procedures, policies and services to patients.
Technical Support Specialist
Teleperformance USA
05.2016 - 12.2022
- Troubleshoot and resolve devices, computers, mobile broadband
- Handle large number of inbound calls [153 calls or more a day]
- Build customer satisfaction and loyalty
- Identify customer needs, clarify information researching every issue and providing resolution that customers' accounts might face with accuracy and efficiency
- Assist customers with issues and concerns customers are experiencing during use of product and/or service
- Document call-related information for auditing and reporting purposes
- Maintain and update customer information as necessary
- Upsell current customers on new or enhanced services
- Using excellent communication and multitasking skills, responds timely to customer inquiries and process requests.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Recorded and maintained relevant notes for each client and work order.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Diagnosed and troubleshot hardware, software and network issues.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
Debt Collector Agent
Radius Global Solutions
11.2019 - 04.2022
- Assist debtors by accessing accounts and informing debtors that have overdue balance and try to negotiate payments.
- Manage large amounts of inbound/outbound calls in timely manner
- Operate computers navigating thru multiple systems
- Contact customers via telephone to negotiate payment arrangements and discuss repayment options
- Collect outstanding debts and achieve set collection targets
- Provide excellent customer service by addressing customer inquiries, resolving complaints, and offering suitable payment solutions
- Update and maintain accurate records of customer interactions and payment arrangements
- Adhere to all legal and regulatory requirements governing debt collection practices
- Collaborate with team members and supervisors to identify and implement strategies for improving collection rates and customer satisfaction.
- Handled over 200 calls daily
Education
Associate of Science - Nursing
GMC - Georgia Military College
GA05.2024
High School Diploma -
Butler High School
GA05.2015
Skills
- Collaborative Problem Solving
- Health Insurance
- Customer Relationship Management (CRM)
- HIPAA Regulations
- HIPAA Compliance
- Attentiveness
- Goal-Oriented
- Healthcare compliance
- Interactive communication skills
- Training and mentoring
- Patient confidentiality
- Attention to Detail
- Customer Service
- Calm and Effective Under Pressure
Timeline
Healthcare Representative
CVS Healthcare
03.2023 - 01.2024
Debt Collector Agent
Radius Global Solutions
11.2019 - 04.2022
Technical Support Specialist
Teleperformance USA
05.2016 - 12.2022
Associate of Science - Nursing
GMC - Georgia Military College
High School Diploma -
Butler High School