Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nacoya BOYD

Orlando,FL

Summary

Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

AAA Northeast
Orlando, FL
02.2023 - 01.2024
  • Sending service providers out to provide fuel, testing and replacing batteries, performing jumpstarts, providing lockout service and changing/inflating flat tires. Arrange for or tow member's vehicle when the vehicle cannot be started or is unsafe to drive. • Utilize GPS and maps to locate member breakdown locations • Ensure 100% member satisfaction by providing excellent customer service • Offer value to members through On-the-Go Tow or battery tests / sales • Provide support at special events such as parades, travel shows, Car Care or Public Relations events
  • Educated customers on special pricing opportunities and company offerings.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Planned and completed group projects, working smoothly with others.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Recognized by management for providing exceptional customer service.
  • Completed day-to-day duties accurately and efficiently.

Healthcare Customer Service Representative

Ttec (TeleTech) - HealthCare Solutions
Orlando, FL
03.2020 - 10.2022
  • Scheduled appointments for patients using the electronic health records system.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Maintained client confidentiality according to HIPAA regulations at all times.
  • Assisted in checking patient's insurance eligibility prior to their appointment.
  • Registered patients by verifying records to update computer system and patient charts.
  • Scheduled patient appointments over phone and in person, maximizing productivity.
  • Adhered to HIPAA regulations when handling confidential patient information.
  • Ensured that proper follow up was completed after each interaction with a customer.
  • Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
  • Collected payments from patients and entered them into the billing system accurately.
  • Collected deposits or payments and arranged for billing.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
  • Determined accurate prices for Medicine for customer services, consistently searching for deals and best prices.
  • Obtained proper authorization and identification to release confidential medical records.
  • Referred patients to appropriate professionals and services.
  • Obtained insurance verification and authorization to submit financial clearance of patient accounts.
  • Coordinated with patients and healthcare professionals to meet patient needs.
  • Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
  • Answered patient questions and fielded complaints to resolve issues.
  • Verified patient demographic information in order to ensure accuracy of data entry.
  • Updated patient files in accordance with company policy and procedure guidelines.

Mobility Consultant

Lynx Services
Orlando, FL
06.2019 - 02.2020
  • Resolve customer complaints via phone, email, mail or social media Use telephones to reach out to customers and verify account information Greet customers warmly and ascertain problem or reason for calling
  • Cancel or upgrade accounts Assist with placement of orders, refunds, or exchanges Advise on company information
  • Take payment information and other pertinent information such as addresses and phone numbers
  • Possible outbound calls to the client, client's customers and/or client account representatives for status and clarification purposes.
  • Transfer inbound calls or outbound calls to other client-designated internal support departments or client account representatives Provide policy coverage details based on the specific client program
  • Secure a Service Provider to assist the customer, based on the parameters of the policy's program
  • Provide status updates to customers calling after the initial request for assistance was processed Keys to Success:
  • Developed custom APIs and other back-end services necessary for client's mobile applications.
  • Worked closely with clients to ensure their satisfaction with mobility services provided.

Education

High School Diploma -

Dunedin High School
Dunedin, FL
05-2006

Skills

  • Product Knowledge
  • Inbound and Outbound Calling
  • Scheduling
  • Information Security
  • Appointment Scheduling
  • Account Updating
  • Complaint Resolution
  • Researching
  • Microsoft Office Expertise
  • Courteous Demeanor
  • Customer Relationship Management (CRM)
  • De-Escalation Techniques

Timeline

Customer Service Representative

AAA Northeast
02.2023 - 01.2024

Healthcare Customer Service Representative

Ttec (TeleTech) - HealthCare Solutions
03.2020 - 10.2022

Mobility Consultant

Lynx Services
06.2019 - 02.2020

High School Diploma -

Dunedin High School

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Nacoya BOYD