Nakeydrea Moran Pollard
Monroe,US
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Tier 1 Technical Support Representative
Conduent
10.2024 - Current
- Performed remote diagnostic procedures to identify customer problems.
- Responded promptly to escalated customer complaints or concerns.
- Assisted with troubleshooting hardware, software and network related issues.
- Developed technical knowledge base articles for internal use.
- Provided technical support to customers over the phone.
Customer Service Advocate
Lumen
01.2023 - 08.2024
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
Healthcare Customer Service Representative
TTEC
Remote
02.2021 - 01.2023
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
Technical Support Representative
Kelly Connect
Remote
08.2019 - 02.2021
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
Customer Advocate
Centurrylink
Monroe, LA
01.2018 - 08.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Listened to customers in actively to assess issues and provide accurate information.
CNA
Americare
Monroe, LA
09.2015 - 12.2017
- Assisted patients with daily living activities, promoting independence and dignity.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Reduced patient stress levels through effective communication and active listening skills.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Enhanced patient satisfaction by providing compassionate and attentive care.
Banker Research Specialist
Wingspan
Monroe, LA
03.2013 - 09.2015
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Proactively identified potential fraud or suspicious activity, taking appropriate action to protect client accounts and bank assets.
- Enhanced bank profitability by effectively cross-selling various financial products and services.
- Opened, closed, and updated accounts for customers.
- Collaborated with team members to consistently meet or exceed branch sales targets and objectives.
Operations Specialist
J P Morgan Chase
Monroe,LA
06.2008 - 03.2013
- Collected, arranged, and input information into database system.
- Reduced error rates in loan applications, consistently maintaining thorough attention to detail while inputting data.
- Answered inquiries and provided superior customer service to clients.
- Assembled important paperwork and disclosures for borrower.
- Analyzed credit reports to assess risk and determine applicants' ability to repay loans.
- Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.
Education
Associate of Science - Patient Care Tech
Louisiana Delta Community College
Monroe, LA12.2017
Bachelor of Science - Early Childhood Education
Grambling State University
Grambling, LA12.2009
High School Diploma -
Richwood High School
Monroe, LA05.2006
Skills
- (70) WPM Typing Speed
- Customer Relations
- Ticket management
- Technical Troubleshooting
- Application installations
- Patient confidentiality
- Claims Processing
- Insurance Verification
- Policy Adherence
- HIPAA Compliance
- Data Entry
- Live chat support
- Document Control
Certification
Certified Phlebotomist-Carter's Career Center
Timeline
Tier 1 Technical Support Representative
Conduent
10.2024 - Current
Customer Service Advocate
Lumen
01.2023 - 08.2024
Healthcare Customer Service Representative
TTEC
02.2021 - 01.2023
Technical Support Representative
Kelly Connect
08.2019 - 02.2021
Customer Advocate
Centurrylink
01.2018 - 08.2019
CNA
Americare
09.2015 - 12.2017
Banker Research Specialist
Wingspan
03.2013 - 09.2015
Operations Specialist
J P Morgan Chase
06.2008 - 03.2013
Associate of Science - Patient Care Tech
Louisiana Delta Community College
Bachelor of Science - Early Childhood Education
Grambling State University
High School Diploma -
Richwood High School
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