Nakia Blakey
Norfolk,VA
Summary
Seeking a position that makes full use of my abilities to prioritize, problem-solve, and increase customer satisfaction while utilizing my customer service and human resources background to enhance organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Chat Support Representative
Ttecc
Texas City, TX
04.2025 - 02.2026
- Provided exceptional member service by addressing inquiries and resolving issues efficiently.
- Assisted patients with inquiries regarding insurance and billing processes.
- Collaborated with medical staff to streamline communication between departments.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Educated patients on available healthcare plans and benefits options.
- Documented customer interactions in CRM system for accurate tracking and follow-up actions.
- Collaborated with team members to streamline communication processes and improve response times.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
- Maintained extensive knowledge of company policies, procedures, and offerings to effectively address customer needs.
- Resolved customer inquiries through live chat, ensuring timely and effective support.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
Debt Recovery Specialist
Pra Group Inc
Norfolk, VA
01.2023 - 10.2024
- Managed debt recovery processes to ensure compliance with legal regulations and company policies.
- Developed strategies for effective communication with clients to facilitate timely payments.
- Analyzed account data to identify trends and improve recovery rates.
- Collaborated with cross-functional teams to streamline operations and enhance customer experience.
- Conducted negotiations with clients, resulting in improved resolution outcomes.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated settlements on outstanding accounts, resulting in increased recovered funds without resorting to litigation or additional costs.
Benefits Admin specialist
Conduent, Chesapeake VA
Chesapeake, VA
10.2021 - 01.2023
- Resolve questions and inquiry concerning medical and all health benefits in data entry using multi phone system
- Processed customer accounts with complete accuracy of billing information
- Acquired and relay relevant information thru plan requirements SPD file and image
- Work with leaders and team members to resolve uncommon issues
- As needed, provide support on customer claims and account that have been submitted by claimants; review customer records in automated systems. Processed credit card payments
- Perform assigned duties in accordance with established timeframes and guidelines. Submit research request and escalations main –frame web-based document call by creating detailed notes in case management system
Customer Specialist
Tegra Norfolk VA
Norfolk, VA
08.2017 - 04.2020
- Responsible for quality check of products, including accuracy of order, billing and damages in a fast-paced operations
- Communicate with internal partners using multiple computer systems to verify status of shipments and deliveries.
- Use Microsoft word for written reports of non-complaint merchandise
- Fax and scan invoice documents
- Perform assigned duties in accordance with established timeframes and guidelines.
- Participate with team members and worked flexible schedules to meet product deadlines
Customer Service Representative
Boddie&Knowles Norfolk VA
Norfolk, VA
08.2017 - 04.2014
- Worked with customers in- person to maximize customer satisfaction; recorded shipments into the computer
- Warmly greet customers entering the store and processed the customer’s order received payment by cash. automatic debit cards issued receipts, refunds, or change due to customers
- Unpacked incoming shipments checked for damage and ensured incoming shipment matched the shipments invoice logged any discrepancies or damages to be sent back
- Stocked shelves and rotated merchandise to showroom to make ready for sale
Education
GED -
Great Bridge
Chesapeake, VA06-1994
Skills
- Proficient with MS Office, including Word, Excel, and Access
- Strong knowledge of administrative support and office procedures
- Skill in time management and analytical skills
- Excellent verbal and written communication skills
- Ability to apply independent judgment and initiative in the performance of job duties with minimal supervision
- Strong organizational skills
- Multi-tasking and organization
- Empathy display
- Problem-solving
- Understanding customer needs
- Customer service excellence
- Problem resolution
Accomplishments
- Collaborated with team of 71 in the development of United healthcare.
Certification
- [Area of certification], [Company Name] - [Timeframe]
Timeline
Chat Support Representative
Ttecc
04.2025 - 02.2026
Debt Recovery Specialist
Pra Group Inc
01.2023 - 10.2024
Benefits Admin specialist
Conduent, Chesapeake VA
10.2021 - 01.2023
Customer Specialist
Tegra Norfolk VA
08.2017 - 04.2020
Customer Service Representative
Boddie&Knowles Norfolk VA
08.2017 - 04.2014
GED -
Great Bridge