Nakita McCullough
Baltimore,MD
Summary
Customer Experience Associate experienced in high-volume bilingual call center operations and customer service. Enhanced operational efficiency and customer satisfaction through effective inquiry resolution and performance improvement strategies. Committed to maintaining compliance with regulations while delivering exceptional service and support.
Overview
17
17
years of professional experience
Work History
Telework / Remote
AGS/SFRP Associate Call Center
Pikesville
12.2021 - 10.2025
- Examined, reviewed, processed, calculated and paid claims based on information, plan design, insurance filings, documentation, and reports, ensuring timely payment.
- Responded to account owners and participant inquiries and requests accurately and in a timely manner, meeting service levels and quality goals to support department objectives. Proactively engage participants, anticipate their needs, offer assistance and solutions.
- Processed financial and non-financial transactions with accuracy and timeliness.
- Adapted to changing team dynamics and collaborated with colleagues on projects.
- Comply with plan document provisions, regulations, guidelines and company procedures. Maintain confidentiality and keep department, client and participant HIPAA compliant. Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
Customer Experience Associate IV
Hunt Valley, MD
07.2020 - 04.2021
- Conducted research, gathered information from multiple sources and presented results
- Developed team communications and information for meetings
- Improved operations through consistent arduous work and dedication
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Identified issues, analyzed information, and provided solutions to problems
- Increased customer satisfaction by resolving [product or service] issues
MBC Customer Experience Associate IV
Hunt Valley, MD
03.2020 - 07.2020
- Created spreadsheets using Microsoft Excel for daily, weekly, and monthly reporting
- Improved operations through consistent arduous work and dedication
- Identified issues, analyzed information, and provided solutions to problems
- Led projects and analyzed data to identify opportunities for improvement
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Managed quality assurance program, including on-site evaluations, internal audits, and customer surveys
- Resolved problems, improved operations, and provided exceptional service
- Increased customer satisfaction by resolving [product or service] issues
CW ICU Clerk, Collabra - TFS Financial
Owings Mills, MD
01.2019 - 08.2019
- Performs administrative functions related to the TFS Lease Termination process
- Responsible for processing workflow for the sale/disposition of Inventory Control managed vehicles
- Completing and creating financial changes
- Invoicing refund checks to customers and dealers
- Ensure efficient and accurate processing of Inventory Controlled managed vehicles in compliance with company policies and procedures
- Work in various systems to accurately maintain accounts and enter data as outlined in work group standard operating procedures
- Coordinating with third parties as needed
- Preparing and mailing customer/vendor correspondence and legal notices
- Following up on account activity to ensure all steps of the process are completed and take steps to expedite as needed.
Customer Service
Loomis, MD
01.2017 - 12.2018
- Provided customers with product and service information
- Created excel spreadsheets to track customer data and perform intense reconciliation process
- Excellent ability to anticipate guest needs and deliver solutions to their concerns
- Assist colleagues administratively typing letters, memos, and reports
- Managed office phone traffic & directed calls to appropriate staff
- Maintained exceptional level of courtesy and professionalism while servicing diverse clientele.
Customer Service
Computer Mainstream Corp, MD
01.2014 - 01.2017
- Provided customers with product and service information
- Created excel spreadsheets to track customer data and perform intense reconciliation process
- Excellent ability to anticipate and respond to individual guest needs and preferences
- Assist colleagues administratively typing letters, memos, and reports
- Transferred customer's calls to appropriate staff
- Exceptional skills in handling diverse types of guests with courtesy and professionalism
- Built strong customer base through providing personalized product guidance, resolving issues, and following up on purchases.
USPS Office/Clerical
USPS, MD
01.2013 - 01.2014
- Operated office machines, such as photocopiers and scanners, fax machines, voice mail systems and personal computers.
- Utilized MS Excel, Word, Power Point and Outlook e-mail system
- Answered multi-phone lines enquiries from clients
- Maintained office files and order supplies.
Shipping/Handling
Wal-Mart, MD
01.2009 - 01.2013
- Scanned inventory to maintain stock levels.
- Identified, separated, labeled, and filled merchandise orders from stores by selecting and moving merchandise.
- Printed out day by day truck schedule with proper inbound and outbound load sheets.
- Loaded and offloaded goods for commercial delivery.
- Helped to maintain the most efficient navigate delivery routes.
Education
Diploma -
Northwestern High School
Baltimore, MDSkills
- Insurance Claims Management
- Financial Transaction Processing
- Regulatory Compliance
- Data Entry and Maintenance
- Order processing
- Inventory Management
- Computer Proficiency
- Critical Thinking
- Root Cause Analysis
- Time Management
- Multitasking
- Team collaboration
- Adaptability
- Attention to detail
- Conflict resolution
- Customer loyalty
- Regulatory Compliance
Timeline
Telework / Remote
AGS/SFRP Associate Call Center
12.2021 - 10.2025
Customer Experience Associate IV
07.2020 - 04.2021
MBC Customer Experience Associate IV
03.2020 - 07.2020
CW ICU Clerk, Collabra - TFS Financial
01.2019 - 08.2019
Customer Service
01.2017 - 12.2018
Customer Service
01.2014 - 01.2017
USPS Office/Clerical
01.2013 - 01.2014
Shipping/Handling
01.2009 - 01.2013
Diploma -
Northwestern High School