Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nia Craft

Houston,TX

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

7
7
years of professional experience

Work History

911 Emergency Dispatcher

911 Telecommunications Dispatcher
REMOTE
10.2022 - 10.2023
  • Questioned callers to determine nature of problems and locations to direct type of response needed.
  • Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
  • Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
  • Read system maps and caller information, and documented details in system.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.

Healthcare Customer Service Representative

Aetna, A CVS Health
08.2018 - 10.2022
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Supported accounts receivable operations within assigned functions.
  • Identified, analyzed and researched systemic issues and made recommendations for resolution.
  • Verified insurance eligibility and coverage for patients.
  • Investigated insurance claims denials and appeals.

Customer Service Representative Specialist

AT&T
REMOTE
01.2017 - 08.2018
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Education

High School Diploma -

Madison Highschool
Houston, TX

Skills

  • Ems Dispatch
  • Information Intake
  • Customer Relations
  • Insurance Information Collection
  • Customer Service Management
  • Medical Billing
  • Benefits Explanations
  • HIPAA Compliance
  • Policy and Procedure Adherence
  • Patient Care and Confidentiality

Timeline

911 Emergency Dispatcher

911 Telecommunications Dispatcher
10.2022 - 10.2023

Healthcare Customer Service Representative

Aetna, A CVS Health
08.2018 - 10.2022

Customer Service Representative Specialist

AT&T
01.2017 - 08.2018

High School Diploma -

Madison Highschool
Nia Craft