Oceia Brooks
Baton Rouge,LA
Summary
Dedicated insurance and healthcare professional with exceptional communication skills and a strong ability to build trust with clients and colleagues. Known for patience and understanding when navigating sensitive situations, ensuring a positive experience for customers and patients alike. Committed to delivering accurate information, personalized solutions, and compassionate support in fast-paced, detail-oriented environments.
Overview
7
7
years of professional experience
Work History
Healthcare Customer Service Representative
Foundever
04.2024 - Current
- Managed inbound and outbound customer calls in a fast-paced setting.
- Resolved customer inquiries and complaints efficiently and professionally.
- Enhanced team productivity by providing technical support and training to colleagues.
- Enhanced customer satisfaction by providing efficient technical support and solutions.
- Provided technical support during scheduled maintenance windows, ensuring minimal disruption to critical systems.
- Provided technical support to end-users, effectively addressing and resolving their concerns.
Certified Nursing Assistant
Landmark Of Baton Rouge
05.2021 - 04.2024
- Handled escalated calls with diplomacy and professionalism to de-escalate situations.
- Managed high volume of inbound calls and provided exceptional customer service for diverse client base.
- Resolved customer issues efficiently and effectively, resulting in high satisfaction rates.
- Utilized strong communication skills to actively listen and empathize with customers' needs.
- Demonstrated ability to multitask and prioritize tasks in a fast-paced and dynamic environment.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
Customer Service
Teleperformance USA
07.2018 - 05.2021
- Administered medications under the supervision of a registered nurse.
- Assisted with patient hygiene and grooming needs in a skilled nursing facility.
- Assisted with daily activities such as feeding, dressing, and ambulation.
- Performed regular assessments of vital signs and reported any abnormalities to the nursing team.
- Contributed to company growth by exceeding performance metrics related to customer service, call handling time, and first-call resolution rates.
- Managed a high volume of incoming calls efficiently while maintaining the highest standards of professionalism and quality of service.
- Assisted patients in understanding their benefits and coverage options, empowering them to make informed healthcare decisions.
- Checked documentation for accuracy and validity on updated systems.
- Generated, posted and attached information to claim files.
Education
Diploma - undefined
Franklin County High School
Meadville, MS05.2018
Skills
- Customer service
- Data entry
- Attention to detail
- Patient care
- Computer skills
- Time management
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Patient confidentiality
- Call center experience
- Claims processing
- Empathy and patience
Timeline
Healthcare Customer Service Representative
Foundever
04.2024 - Current
Certified Nursing Assistant
Landmark Of Baton Rouge
05.2021 - 04.2024
Customer Service
Teleperformance USA
07.2018 - 05.2021
Diploma - undefined
Franklin County High School