NaTanya Washington
Summary
Dynamic customer care professional with over 10 years of experience across healthcare, financial services and telecommunications Proven ability to thrive in high volume call centers while delivering first call resolution, claims processing and account management. Known for building trust, solving complex problems, and driving customer loyalty. Adept at balancing professionalism and empathy whether remote or on site.
Overview
11
11
years of professional experience
Work History
Customer Account Manager
Aarons Furniture Store
02.2025 - Current
- Manage customer accounts, billing and service agreements while insuring accuracy and compliance.
- Resolve customer concerns with professionalism, balancing empathy and business needs.
- Conduct account reviews reducing delinquency rates and improving retention.
- Collaborate with delivery and service teams to provide seamless customer experiences.
Clinical Coordinator
South Lake Orthopedic
08.2024 - 01.2025
- Coordinated patient scheduling and appointment management to enhance clinic workflow.
- Assisted in maintaining accurate patient records and documentation using electronic health record systems.
- Supported clinical staff by preparing necessary materials for patient assessments and treatments.
- Facilitated communication between healthcare providers and patients to ensure clarity of care instructions.
Business Office Specialist
CarMax
11.2022 - 08.2024
- Process financing, payments and documentation with precision and compliance.
- Providing outstanding customer support, contributing to repeat business and referrals.
- Maintain strict confidentiality handling financial records
- Collaborated with cross-functional teams to streamline office operations effectively.
Claims Customer Care Representative
Sedgewick CMS
02.2021 - 11.2022
- Process high volume insurance claims with accuracy and regulatory compliance.
- Communicated with clients to gather documentation, explained claims processes and also provide updates.
- Navigated multiple systems to ensure timely and accurate case resolutions
ER Admissions Clerk
Whitfield Hospital
03.2020 - 02.2021
- Processed patient admissions efficiently, ensuring accurate data entry and compliance with hospital protocols.
- Verified insurance information to facilitate seamless billing and reduce claim denials.
- Coordinated with nursing staff to prioritize patient intake based on medical urgency and bed availability.
- Managed electronic health records system, maintaining up-to-date patient information for healthcare providers.
Lead Customer Service Manager
AT&T
01.2016 - 03.2020
- Supervise a high volume call center team, ensuring performance targets were consistently met.
- Handle escalated calls ensuring customer satisfaction and retention.
- Monitored key performance metrics to identify areas for improvement in service quality and efficiency.
- Conducted regular staff evaluations to provide feedback, coaching, and professional development opportunities.
Sales Manager
Toys R Us
06.2014 - 03.2018
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Managed employee records using HRIS, ensuring data accuracy and compliance.
- Assisted in payroll processing, verifying accuracy of timekeeping records.
Education
High School Diploma -
Eutaw High School
Eutaw, ALSkills
- High volume call center in customer retention
- Empathy driven customer engagement
- Insurance and financial services knowledge
- Microsoft Office Suite, Google Suite, Dial Pad Avaya
- Customer Relationship Management systems
- Conflict resolution and first call resolution
- Patient scheduling and medical records management
- Claims processing and health care support
- Remote work efficiency and time management
- Team training and coaching
- Problem solving and critical thinking
Accomplishments
- Consistently exceeded sales targets in Carmax contributing to significant revenue growth and surpassing team goals.
- Deliver outstanding customer service resulting in high client satisfaction and increased repeated business.
- Implementing operational improvements enhancing workflow efficiency and strengthening customer satisfaction.
- Streamlined sales and paperwork processes reducing processing time and boosting team efficiency.
Timeline
Customer Account Manager
Aarons Furniture Store
02.2025 - Current
Clinical Coordinator
South Lake Orthopedic
08.2024 - 01.2025
Business Office Specialist
CarMax
11.2022 - 08.2024
Claims Customer Care Representative
Sedgewick CMS
02.2021 - 11.2022
ER Admissions Clerk
Whitfield Hospital
03.2020 - 02.2021
Lead Customer Service Manager
AT&T
01.2016 - 03.2020
Sales Manager
Toys R Us
06.2014 - 03.2018
High School Diploma -
Eutaw High School
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