Nakesha Brown
Hayward,CA
Summary
Versatile Switchboard Operator skilled in managing high-volume work in fast-paced environments. Displays poised and eloquent demeanor, whilst providing detailed and correct information to callers. Experienced at routing calls, documenting information, and calling out announcements. Exceptional customer service and data entry skills and capability to handle multiple phone lines.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative I
Santa Clara Family Health Plan
04.2024 - Current
- Acted as the primary point of contact and liaison for health plan members and providers contacting the plan regarding general inquiries, concerns or requests for information
- Developed a general understanding of all member facing materials, communications and interactions and be prepared to respond appropriately to follow up calls
- Answer inbound calls and/or place outbound calls in a high call volume environment and work directly with members and providers to accurately and completely answer inquiries involving SCFHP program services and Medi-Cal benefits
- Follow state guidelines and use health plan resources to respond to member and provider inquiries and resolve concerns in an accurate, timely, professional, and culturally competent manner
- Intake, handle and coordinate member grievances, appeals and billing issues, escalating to the Grievance and Appeals department, when necessary
- Educate members and providers on eligibility, and medical and pharmacy benefits and how to access services in a manner that achieves excellent service standards and maintains high customer satisfaction
- Use listening skills and judgment to appropriately categorize and accurately document all contacts and follow-up actions regarding member and provider communications and activities in accordance with established guidelines
- Handle member and provider requests through alternative channels such as e-mail, voicemail, fax, walk-in, etc
Switchboard Operator
San Mateo County
02.2023 - 06.2024
- Handle 200+ interactions per day, giving detailed, personalized, friendly, and polite service to ensure retention
- Provide factual information to the public regarding County functions and activities
- Place authorized long-distance calls: maintain records of assisted and long-distance calls
- Take emergency telephone calls and locate appropriate staff
- Work in collaboration with other staff to coordinate communication needed to safely and effectively respond to emergencies
- Track client information within databases
- Monitor County intrusion and fire alarms and notify the appropriate agencies
- Notify appropriate staff who are on-call and responsible for issues occurring after normal business hours involving the County Coroner, Sheriff's Office, Probation Department, and other County departments
- Maintain logs of specific types of calls.
Shelter Attendant
FIRST PRESBYTERIAN
02.2022 - 03.2023
- Using Google suite and other online databases to complete daily tasks
- Work closely with people who are disabled, special needs, and experiencing mental health crises
- Monitor up to 50 guest overnight
- Advocate for underserved populations
- Provide monitoring and oversight at FPCH Resource Center, Winter Shelter and SHP locations
- Work in collaboration with other staff to coordinate daily tasks and communication needed to safely and effectively operate shelter
- Track client activities within databases
- Communicate supply inventory and ordering needs in a timely manner
- Day to day cleaning of the facility and workspace as needed
- Ensuring a safe and clean working environment
- Engaging with a diverse population and responding appropriately to crisis situations.
Peer Guide Mentor
Chabot-Las Positas Community College District
04.2019 - 09.2022
- Monitor college wide public phone line and virtual chat room
- Log reports on all calls and interactions
- Update staff phone line manual/guide
- Hold student information, conversations, and records with confidentiality (FERPA)
- Special projects
- Support students in utilizing Chabot College web-based platforms
- Using of Google Drive especially Google Docs and Spreadsheets to complete day-to-day task
- Set up and close the CTC and Welcome Desk and other areas as assigned
- Keep CTC and Welcome Desk organized and updated with materials
- Support Classified Professionals, Counselors, and Administration with events and Special Projects
- Abide by COVID-19 guidelines established by Chabot College.
Sales Representative
Whirlpool Corporation
02.2022 - 06.2022
- Established and maintained relationships with clients
- Scheduled meetings with prospective clients
- Confirmed phone numbers and contact information
- Was able to showcase product knowledge and address concerns of clients
- Provided outstanding customer service
- Acted as company Liaison for clients
- Created quarterly trajectory reports in Tableau.
Education
Associate of Science - Sociology
Chabot College
Hayward 08.2025
High School Diploma -
Tennyson High School
Hayward, CA06.2019
Skills
- Extremely detail oriented with ability to prioritize work
- Creative flare for problem solving with proven leadership qualities
- Effective communicator, able to interact, and work with individuals and groups from all backgrounds
- Exercise a high degree of discretion, mature judgment and tact with sensitive and confidential issues
- Experienced in handling patient's protected health information (PHI) and operating in HIPPA guidelines
- Able to work on multiple projects under pressure and meet strict deadline schedules
- Call Management
- Problem Resolution
- Medical terminology knowledge
- Knowledgeable in current PC, Mac, Office Suite, Word Perfect, Power point, Outlook, MS Project, Cisco, and Komutel
Certification
Driver's License
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative I
Santa Clara Family Health Plan
04.2024 - Current
Switchboard Operator
San Mateo County
02.2023 - 06.2024
Shelter Attendant
FIRST PRESBYTERIAN
02.2022 - 03.2023
Sales Representative
Whirlpool Corporation
02.2022 - 06.2022
Peer Guide Mentor
Chabot-Las Positas Community College District
04.2019 - 09.2022
Associate of Science - Sociology
Chabot College
High School Diploma -
Tennyson High School
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