Summary
Overview
Work History
Education
Skills
Timeline
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ROBERTNESHA ALEXANDER

Arlington,TX

Summary

Customer service professional with strong background in managing customer interactions and improving service standards. Known for collaborating effectively with team members and delivering consistent results. Committed to maintaining high standards and adapting to changing needs. Healthcare customer service representative with strong background in managing customer interactions. Giving customer knowledge on their health plans and providing support with their Health plan.

Overview

7
7
years of professional experience

Work History

Lead Customer Service Agent

TTEC
01.2022 - Current
  • Handled escalated calls, successfully deescalating
    situations while finding solutions to meet client
    expectations.
  • Provided backup support during peak periods or staff
    shortages to ensure seamless service delivery to clients at all times.
  • Managed a high volume of 95 calls daily, maintaining
    composure under pressure while providing exceptional
    service.
  • Provided remote assistance to customers experiencing
    technical difficulties, guiding them through step-by-step
    resolutions with patience and professionalism.
  • Managed a high volume of 100 calls daily, assisting customers with their health plans. Giving them knowledge on their health plan.
  • Assisting customer with their overt the counter benefits that's available with their health plan.

Healthcare Customer Service Representative

ALORICA
01.2020 - 01.2022
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
  • Handling high volume of 80 calls, updating patient health plans. Making sure patient in the right health plan.

Billing Support Specialist

MCI CAREERS
01.2018 - 01.2020
  • Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
  • Closely monitored accounts to post timely payments and resolve billing discrepancies.
  • Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
  • Handling high volume of 100 calls, placing orders for customers that's wanting breathing machine that's included in their health plans.
  • Assisting customers that's trying to add or update their health plan or that's wanting more information on their health policy.
  • Providing Customer billing support to process payment for their health plan.

Education

Bachelor of Science - Healthcare Management

South University
06-2024

High School Diploma -

Lamar High School
06.2019

Skills

  • CRM Software Expertise
  • Call Center Experience
  • Customer Service
  • Technical Support
  • Billing Systems and Software
  • Inbound and Outbound Calling
  • Typing Proficiency 55 wpm
  • Data Entry and Analysis
  • Quality Assurance
  • Healthcare Customer Service
  • Sales Expertise
  • Insurance Verification
  • HIPAA Compliance Knowledge

Timeline

Lead Customer Service Agent

TTEC
01.2022 - Current

Healthcare Customer Service Representative

ALORICA
01.2020 - 01.2022

Billing Support Specialist

MCI CAREERS
01.2018 - 01.2020

High School Diploma -

Lamar High School

Bachelor of Science - Healthcare Management

South University

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