Nia Chestnutt
Saint Louis,MO
Summary
TECHNOLOGY SUMMARY
Adept at enhancing customer satisfaction and streamlining operations, I leveraged my expertise in network diagnostics and empathy to exceed expectations at Spectrum and other leading companies. My proactive approach in relationship building and technical support significantly boosted team productivity and client trust, showcasing my ability to marry technical acumen with compassionate service.
CUSTOMER SERVICE SUMMARY
Knowledgeable and dedicated customer service professional with extensive experience in the customer support industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
MEDICAL SUMMARY
Developed excellent communication and problem-solving skills in healthcare environment, focusing on patient interactions and information management. Skilled in handling inquiries, resolving issues, and ensuring patient satisfaction. Seeking to transition into new field, leveraging these transferable skills to make meaningful impact.
Overview
11
11
years of professional experience
Work History
Patient Care Advocate
Express Scripts
10.2013 - 09.2014
- Developed strong relationships with local pharmacies to expedite prescription refills and prevent gaps in medication therapy.
- Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
- Enhanced patient satisfaction by addressing concerns and providing clear communication on treatment plans.
- Resolved problems with communication and billing to foster seamless services.
- Coordinated referrals to specialists, facilitating seamless continuity of care for patients with complex needs.
- Maintained confidentiality of patient data and condition to safeguard health information.
Provider Services Representative
United Healthcare
09.2014 - 11.2016
- Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
- Streamlined operations by managing a high volume of incoming calls for medical providers seeking information or assistance.
- Coordinated with internal departments on behalf of providers to ensure timely payment resolution for claims disputes or other financial matters.
- Acted as a liaison between providers and company leadership, effectively communicating concerns and feedback to facilitate continuous improvement initiatives.
- Educated providers on billing procedures, coding guidelines, and reimbursement policies for optimal claim submissions.
- Promoted positive relationships between the organization and its network providers through timely responses to inquiries and effective issue resolution.
- Implemented innovative tools within call center environment which boosted overall productivity of provider services team while maintaining high level of customer satisfaction.
- Maintained up-to-date knowledge on company products, services, and industry trends to provide accurate information to providers.
RPS Collections Rep
US Bank National Association
08.2017 - 03.2021
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
- Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
- Handled outbound and inbound calls daily with goal of collecting owed debt.
- Used skip tracing resources to locate debtors and updated information in company system.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Played a key role in reducing account aging by proactively identifying at-risk accounts and initiating early intervention measures.
- Demonstrated exceptional problem-solving abilities in addressing complex collection scenarios, leading to successful resolutions.
- Managed a high volume of inbound and outbound calls, achieving daily targets for contacts and commitments to pay.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Adapted quickly to changing priorities, maintaining a high level of performance and attention to detail in the fast-paced collections environment.
Internet Technical Support Representative
Spectrum
09.2021 - 08.2024
- Resolved complex connectivity problems through thorough troubleshooting and effective communication with customers.
- Developed strong relationships with clients by consistently exceeding expectations in technical knowledge and problem-solving abilities.
- Ensured a high level of customer satisfaction with prompt resolution of software, hardware, and network problems.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Enhanced team performance by sharing expertise and collaborating on challenging cases to achieve successful outcomes.
- Reduced repeat calls by effectively educating customers on self-help resources available online or via phone system prompts.
- Actively participated in ongoing training and certification programs to maintain a high level of expertise in the ever-evolving field of internet technology support.
- Demonstrated adaptability by supporting customers with various levels of technical proficiency, tailoring explanations and instructions accordingly without sacrificing accuracy or effectiveness.
- Maintained up-to-date knowledge of industry trends, technologies, and best practices to provide accurate information to customers.
- Utilized advanced problem-solving techniques to identify root causes behind recurring technical concerns, ultimately leading to long-term resolutions benefiting both the company and its clients.
Education
High School Diploma -
Normandy Senior High School
6701 Saint Charles Rock Rd , St Louis MO 05-2011
Skills
- Remote support
- Ticket management
- Wireless networking
- Network diagnostics
- Customer service
- Active listening
- Critical thinking
- Data entry
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Medical terminology
- Call center experience
- Medical billing
- Policy adherence
- Empathy and patience
- Insurance claims follow-up
- Multitasking and organization
- Quality assurance
- Team collaboration
- Phone and email etiquette
- Relationship building
Timeline
Internet Technical Support Representative
Spectrum
09.2021 - 08.2024
RPS Collections Rep
US Bank National Association
08.2017 - 03.2021
Provider Services Representative
United Healthcare
09.2014 - 11.2016
Patient Care Advocate
Express Scripts
10.2013 - 09.2014
High School Diploma -
Normandy Senior High School
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