Summary
Overview
Work History
Education
Skills
Timeline
Generic

NauTica Hill

Norfolk,VA

Summary

Dynamic remote healthcare customer service specialist with over 7+ years' of experience supporting patients, resolving claims/billing, and navigating HIPAA-regulated environments. Delivering exceptional support and demonstrating adaptability in fast-paced front-facing and call center environments. Expertise in managing customer accounts, troubleshooting issues, and efficiently resolving complex inquiries has consistently contributed to enhanced customer satisfaction. Strong ability to build and maintain lasting client relationships while upholding company standards and protocols. Committed to fostering a positive customer experience through effective communication and problem-solving skills.

Overview

5
5
years of professional experience

Work History

Customer Service Representative 1

Sentara Healthcare
03.2025 - Current
  • Handled escalated customer complaints professionally, working towards mutually beneficial resolutions while preserving company reputation.
  • Resolved customer complaints with empathy, resulting in increased loyalty and one call resolution.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Conducted thorough research to resolve complex client concerns, maintaining professionalism throughout interactions.
  • Handled 50+ inbound/outbound calls daily

Remote Customer Service Rep (Contract)

E-solutions Usa
02.2024 - 12.2024
    • Managed customer inquiries: over 50 daily contacts via phone, email, and live chat, resolving billing, payment, and service issues.
    • Account Maintenance: Updated and sustained customer accounts, processing changes, disputes, and billing corrections for accuracy.
    • Customer Satisfaction: Achieved 90% QA and customer satisfaction rating by providing timely solutions tailored to customer needs.
    • Billing Collaboration: Collaborated with billing department to resolve discrepancies, ensuring accurate charges and services.

Remote Customer Service Associate (Contract)

Robert Half Agency
09.2023 - 01.2024
    • Handled returns and exchanges professionally, retaining customer trust while adhering to company guidelines.
    • Attended to customer complaints, and processed product return or replacement requests.
    • Managed high-stress situations effectively, maintaining professionalism under pressure, while resolving disputes or conflicts.
    • Answered a constant flow of customer calls with minimal wait times, with a QA score of 95%.

Remote Customer Service Associate (Contract)

Capgemini
03.2023 - 11.2023
  • Increased customer satisfaction by providing personalized auto insurance solutions tailored to individual needs.
  • Enhanced customer experience by promptly addressing inquiries and resolving issues related to auto insurance policies.
  • Performed comprehensive needs assessments to recommend optimal coverage solutions.
  • Achieved a 15% retention rate by effectively addressing client insurance requirements.

Remote Customer Service Rep (Contract)

IBEX Global
11.2022 - 03.2023
    • Strengthened customer relations through empathetic issue resolution, driving increased patronage by 2%.
    • Supported patients by providing clear explanations on insurance benefits, coverage limitations, and out-of-pocket costs.
    • Streamlined communication between patients and healthcare providers for efficient appointment scheduling and follow-ups.
    • Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.

Customer Service Supervisor

Harris Teeter
02.2022 - 09.2022
  • Delivered exceptional service while maintaining the highest ethical standards.
  • Resolved customer complaints by implementing immediate solutions.
  • Prepared feedback summaries to share insights with management.
  • Completed bi-weekly payroll for 13 employees.

Customer Service Associate Cashier

Wawa
10.2021 - 07.2022
  • Handled high customer volumes roughly 50-60 shoppers effectively while maintaining positivity.
  • Handled cash and credit transactions accurately, ensuring a proper balance at the end of each shift.
  • Managed high-volume customer traffic during peak hours while maintaining efficiency and accuracy in transactions.
  • Developed a strong rapport with regular customers through friendly interactions and personalized service.

Inbound Call Center Representative

Innovative Call Center Service
06.2020 - 01.2021
  • Collaborated with manufacturers and vendors to acquire in-depth product knowledge.
  • Streamlined call center operations by 80% implementing efficient processes and procedures.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Sought ways to improve processes and services provided.

Education

High School Diploma -

Woodrow Wilson High School
Portsmouth, VA
06-2017

Skills

  • Customer Account Management
  • Issue Resolution and Troubleshooting
  • Data Entry and Account Updates
  • Billing and Payment Processing
  • Patient Access and Provider Support
  • Expert-level Microsoft system competencies
  • Interpersonal Conflict Resolution Techniques
  • Multi-tasking and effective time management
  • CRM and Call Center Software (Salesforce)
  • HIPAA

Timeline

Customer Service Representative 1

Sentara Healthcare
03.2025 - Current

Remote Customer Service Rep (Contract)

E-solutions Usa
02.2024 - 12.2024

Remote Customer Service Associate (Contract)

Robert Half Agency
09.2023 - 01.2024

Remote Customer Service Associate (Contract)

Capgemini
03.2023 - 11.2023

Remote Customer Service Rep (Contract)

IBEX Global
11.2022 - 03.2023

Customer Service Supervisor

Harris Teeter
02.2022 - 09.2022

Customer Service Associate Cashier

Wawa
10.2021 - 07.2022

Inbound Call Center Representative

Innovative Call Center Service
06.2020 - 01.2021

High School Diploma -

Woodrow Wilson High School

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