Rachel Graham
Albuquerque
Summary
Professional with strong background in providing exceptional service and support in customer-focused environment. Expertise in resolving inquiries, managing accounts, and fostering relationships. Understands the importance of delivering the mission of a brand with each and every action and interaction that takes place involving customers. Skilled in communication, problem-solving, and multi-tasking in fast-paced settings.
Overview
9
9
years of professional experience
Work History
Community Support Worker
Krossroads Integrative Health
12.2023 - Current
- Assisted clients in achieving greater independence, fostering a sense of empowerment through guidance and encouragement.
- Established trust-based relationships with clients through empathetic communication and active listening skills.
- Enhanced client well-being by providing comprehensive support and resources tailored to individual needs.
- Provided crisis intervention support when needed, deescalating situations while prioritizing the safety of all involved parties.
- Organized recreational activities that fostered positive social interactions and improved overall client satisfaction.
- Implemented creative problem-solving techniques for resolving conflicts or challenges faced by clients in their daily lives.
Member Service Representative
Molina Healthcare
04.2017 - 02.2022
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Verified customer identification and documentation for compliant transactions.
- Communicated with Members and Providers efficiently via telephone and walk in encounters
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Knowledge of programs such as CRM, QNXT, fee schedules, quality guidelines, basic medical
terminology and knowledge of Medicaid plans in several states. - Assisted with questions and duties such as demographic changes,id card replacements for members,
attending to providers about insurance eligibility conditions, Prior Authorization statuses.
Customer Service Representative
Convergys, AT&T
10.2015 - 04.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Community Support - Comprehensive Community Support Service
UNM Health
Albuquerque, NM03-2023
High School Diploma -
Sia Tech High School
Albuquerque, NM03-2009
Office Administration Technical Training - Office Administration Technical Training
Albuquerque Job Corps Center
Albuquerque, NM03-2009
GED -
Albuquerque Job Corps Center
Albuquerque, NM03-2008
Skills
- Behavioral support
- Individualized support
- Community outreach
- Communication Skills
- Customer service in Call Center Environment
- Active listening
- Critical thinking
- Data entry
- Keyboarding 50 wpm
- Adaptability
- Ability to Work in a Team
Timeline
Community Support Worker
Krossroads Integrative Health
12.2023 - Current
Member Service Representative
Molina Healthcare
04.2017 - 02.2022
Customer Service Representative
Convergys, AT&T
10.2015 - 04.2016
Community Support - Comprehensive Community Support Service
UNM Health
High School Diploma -
Sia Tech High School
Office Administration Technical Training - Office Administration Technical Training
Albuquerque Job Corps Center
GED -
Albuquerque Job Corps Center
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