Naya Davis
Miami,FL
Summary
Experienced and reliable customer service representative with extensive experience in a busy call center setting. Dedicated to solving customer issues and cultivating a positive company image. Excel in both team environments and working independently. Proven ability to listen attentively, solve problems efficiently, and build professional relationships with callers. Fully committed to following company procedures and ensuring customer loyalty.
Overview
2
2
years of professional experience
Work History
Remote HealthCare Customer Service Representative
Continuum Global Solutions
11.2023 - 04.2024
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Verified patient demographic information in order to ensure accuracy of data entry.
- Monitored trends in customer satisfaction levels through surveys and feedback forms.
- Generated monthly performance metrics reports based on customer feedback survey results.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Take member calls and provide accurate, satisfactory answers to their questions and concerns.
- Verify eligibility for plan partners, members, and providers
- Provide essential information to members regarding access to care issues. Coordination of care issues, benefits, Evidence of Coverage (EOC), Member Handbook, etc.
- Assist providers in using the Interactive Voice Response (IVR) web portal and verifying member eligibility
- De-escalate situations involving dissatisfied members, patiently offering assistance and support.
- Guide callers through troubleshooting, navigating the company site and/or using products or services.
- Collaborate with other call center professionals to improve customer service.
Customer Service Representative
Alorica
06.2023 - 10.2023
- Answered incoming calls and emails, providing frontline customer support or assistance with creating cases and getting in touch with specialist.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Remote Chat Support Specialist
Global Response
06.2022 - 05.2023
- Provided accurate and appropriate information in response to customer inquiries.
- Addressed customer service inquiries in a timely and accurate fashion.
- Properly directed inbound chats queues to improve call flow.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Used remote login tools to assist clients with technical and product questions.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
Member Experience Advisor
Nationbenefits
10.2022 - 04.2023
- Answered member questions about products and services.
- Updated databases with new and modified customer data.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Consulted with customers regarding needs and addressed concerns.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Education
No Degree - Health Science
Florida Career College
Pembroke Pines, FL10.2020
High School Diploma -
Brookshire International Academy
La Mesa, CA09.2020
Skills
- Multitasking and Prioritization
- Understanding Customer Needs
- Typing and Data Entry
- Resourcefulness
- 40 wpm Typing Speed
- Industry Expertise
- Positive Attitude
- Communication Skills
- Empathy
- Time management
- Troubleshooting
- Critical Thinking'
- Decision Making
- Active Listening
- Appointment Scheduling
- Patient confidentiality
- Healthcare industry understanding
- Call center experience
- Policy Adherence
- Data entry proficiency
Timeline
Remote HealthCare Customer Service Representative
Continuum Global Solutions
11.2023 - 04.2024
Customer Service Representative
Alorica
06.2023 - 10.2023
Member Experience Advisor
Nationbenefits
10.2022 - 04.2023
Remote Chat Support Specialist
Global Response
06.2022 - 05.2023
No Degree - Health Science
Florida Career College
High School Diploma -
Brookshire International Academy
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