RAMONA BAILEY
Fayetteville,Ga
Summary
Knowledgeable customer representative offers demonstrated skills in customer service and case management. Expertly handles complaints, inquiries and health related questions. Well-versed in policies, procedures and standards. Masters Degree in Public Health and Health Sciences. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities.
Overview
8
8
years of professional experience
Work History
Customer Care Specialist
Anthem Blue Cross Blue Shield
Atlanta, GA, GA
06.2023 - Current
- Assisted customers with inquiries about products and services via phone, email, and chat.
- Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Referred unresolved customer grievances to designated departments for further investigation.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Maintained high satisfaction score by consistently resolving first-call issues.
Customer Service Agent
BTS Logistics
Fayetteville, GA
03.2018 - 05.2023
- Managed customer inquiries and concerns via phone, email, and chat, ensuring timely and satisfactory resolutions.
- Provided accurate and up-to-date information regarding shipment tracking, delivery schedules, and logistics services.
- Collaborated closely with the logistics team to coordinate shipments, resolve issues, and ensure on-time delivery.
- Maintained detailed records of customer interactions and inquiries for quality assurance and future reference.
- Assisted in the processing of shipping documentation and customs clearance procedures.
- Worked with customers to address billing and invoicing questions, facilitating prompt payments.
- Continuously updated knowledge of company services and industry trends to better assist customers.
- Achieved high customer satisfaction scores and received recognition for outstanding service.
Health and Wellness Program Manager
Families First Community Health Care
Atlanta, GA, GA
12.2018 - 05.2019
- Effectively collaborate with community partners and other health and educational personal on early learning initiatives
- Participates in public health information events, collaborative projects, volunteer fairs etc
- Facilitate and supports outreach efforts and assists in the enrollment of program participants in other health, education, or social service agencies.
- Develop state, regional, and local interagency partnerships to support family engagement and early learning initiatives
- Develop print and digital resources on family engagement strategies Supported needs of at-risk families with housing, food and other critical assistance.
- Completed intake assessments on families to determine service needs.
- Spoke to community groups to explain and interpret purposes, programs and policies.
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
Health and Nutrition Coordinator
Shine Early Learning
Newnan, GA
05.2016 - 11.2018
- Collaborated with the Family Services Director, Education Manager, and the education team to ensure the delivery of coordinated and effective programs.
- Prepared employee health related training material, facilitated weekly team cohort meetings, recruited, hired and onboarded new staff
- Used a multidisciplinary team approach to facilitate child and youth development training to children, families, program partners and providers
- Monitored program activities and participation to assess utilization and close service gaps.
- Discussed eligibility requirements for different services to help families gather required information and documentation.
- Supported the development of health and nutrition treatment plans including case management of referrals and communication with other professionals and implementation of a family education curriculum for children with special needs
- Maintained qualitative and quantitative quality improvement and health monitoring systems in order to assure that program strategies are executed with reliability, fidelity and quality.
- Discussed client advocacy and referral services, supporting families with health education and resources.
Education
Master of Science - Public Health
Walden University
Minneapolis, MN05.2007
Bachelor of Science - Health Science
Columbus State University
Columbus, GA05.2004
Skills
- Issue and Complaint Resolution
- Teamwork and Collaboration
- Customer Service
- Customer Retention Strategies
- Excellent phone etiquette
- Data entry and computer skills
Timeline
Customer Care Specialist
Anthem Blue Cross Blue Shield
06.2023 - Current
Health and Wellness Program Manager
Families First Community Health Care
12.2018 - 05.2019
Customer Service Agent
BTS Logistics
03.2018 - 05.2023
Health and Nutrition Coordinator
Shine Early Learning
05.2016 - 11.2018
Master of Science - Public Health
Walden University
Bachelor of Science - Health Science
Columbus State University
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