Rokiecia Whitmill
Dallas,TX
Summary
Hardworking customer service representative bringing over 10 years of experience meeting customer needs via telecommuting roles. Skilled in listening to customers, meeting productivity targets and maintaining current knowledge of company offerings. Offering empathy, reliability and enthusiasm for satisfying customers.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Guest Experience Specialist
Parkland Hospital
09.2025 - Current
- Provides a warm welcome to patients, families, vendors, visitors, and staff upon arrival to and departure from the hospital.
- Promotes patient family centered care by serving as a patient/family liaison to identify resources for ensuring a positive experience while at Parkland.
- Assists with problem resolution occurring during the entry or exit process, i.e., social work, security, etc.; coordinates information collection with various hospital departments to ensure accurate referral of incoming traffic to appropriate location.
- Provides support to management and department to meet requirements for seamless service; and coordinates concierge information and resources for families, providing accurate transmittal of information from hospital staff to families concerning the patient.
- Interfaces with affiliated facilities when outpatients are seen jointly to expedite and assist in providing efficient service to patients.
- Physically escorts patients and families to appropriate clinical area to ensure comfort and safety at all times; provides concierge services, making transportation arrangements upon request.
- Answers telephones, accesses computerized information regarding specific patients such as clinic appointment date, time and location, and provides general information regarding the hospital.
- Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor and implements and monitors results as appropriate in support of the overall goals and mission of Parkland.
- Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the Guest Experience Department. Develops effective internal controls that promote adherence to applicable state/federal laws, and the program requirements of accreditation agencies and federal, state, and private health plans. Seeks advice and guidance as necessary to ensure proper understanding.
- Collaborated with team members to enhance guest experience.
- Serves as a liaison between clinic departments, physician, patients and families.
Dental Biller/Insurance Collections Specialist
Pacific Dental Services
09.2019 - Current
- Maintain individual office Insurance Accounts Receivable at an acceptable level as outlined by PDS
- Review patients’ accounts to ensure accuracy on insurance billing and procedures performed
- Read and analyze various internal reports that contain claims and insurance information
- Provide auditors, billers, posters, and other insurance collections specialists with assistance in the follow-up of outstanding claims payment
- Process attachments through National Electronic Attachments (NEA)
- Use various on and offline methods to trace outstanding claims payments
- Use interpersonal and communications skills to obtain claims approval and payment information from various carriers
- Maintain an appropriate professional appearance and demeanor in accordance with Company policy
- Other duties as assigned by management
Customer Service Representative
Charter Communications, Spectrum
05.2018 - 09.2019
- Proficient in reading and understanding billing ledger
- Answer all billing related inquiries ( Pricing, Services, Balance, Payments, appointments, and Contract Buyout information)
- Modify services and account information (Add/remove services and update contact information) Process payments (Visa, MasterCard and EFT payments)
- Provide adjustments/credits
- Schedule technician appointments
- Deescalation techniques for irate customers
- Troubleshoot intermittent services (send signal to equipment to restore)
- Submit research tickets for missing equipment, missing payments and reprint of statements
Guest Service Representative
Signet Jewelers
11.2016 - 05.2018
- Investigated/resolved guest inquiries and complaints in a timely and empathetic manner via phone, chat and email
- Served as the main liaison between guest, management and stores
- Ensured superior customer experience by addressing guest concerns, demonstrating empathy and resolving problems
- Transferred calls to appropriate individuals and departments
- Assisted guest with canceling credit card insurance
- Assisted guest with adjusting credit card insurance charges
- Issued discounts, refunds and gift cards as appeasement
- Reissued check refunds to guest
- Processed theft, LOA, unemployment, disability and life claim forms
- Provided guest with store location information
- Assist guest with product knowledge and shopping via chat
- Up sell and cross sell additional items
- Assist with reaching monthly and yearly sales goal via chat
- De-escalation techniques for irate guest
- E commerce proficient
- Place orders
- Check order status
- Check repair status
- Process payments and handle billing inquiries
- Assist guest with troubleshooting cache/cookies
Account Receivables Clerk
Fortune Group
07.2015 - 11.2016
- Payroll
- General office duties
- Front desk receptionist
- Answer incoming calls from clients/potential clients Make outbound calls
- Provide customers with price quotes
- Handle invoices
- Email managers, coworkers, and clients
- Manage production spreadsheets
- Make copies
- Scan documents
- Send fax
- Handle/ organize employee files
- Handle disciplinary action forms
Customer Service Representative/Media Associate
Securus Technologies
06.2013 - 07.2015
- Managed high volume inbound calls/chats pertaining to calling accounts for friends and family members of inmates
- Answer multiple chats from customers in regards to their contracts/accounts
- Provide customers with price quotes
- Processed debit/ credit cards, Western union, MoneyGram, electronic checks and kiosk payments on a daily basis
- Assist with training other associates
- Troubleshoot any problems customers endure
- Verify secured accounts
- De-escalate calls/ chats
- Completed spread sheets/ emails for team meetings
Education
Associate Of Applied Arts - Business Management
Tarrant County College District
Fort Worth, TX05-2026
High School Diploma - Education And Social Services
Yvonne A. Ewell Townview Magnet Center
Dallas, TX06.2009
Skills
- Teambuilding
- Self-Motivated
- Decision-Making
- Dependable and Responsible
- MS Office
- Educating customers
- Telecommunications
- Organization and Time Management
- Active Listening
- Problem-Solving
- Attention to Detail
- Excellent Communication
- Flexible and Adaptable
- Cross-functional coordination
- Detail-oriented
- Flexible schedule
- Exceptional communication
- Complaint handling
Certification
- Adult and Pediatric CPR/AED Training, Parkland Health - Date Completed: 01/06/2026 Valid Until: 01/06/2028
Languages
English
Native or Bilingual
Timeline
Guest Experience Specialist
Parkland Hospital
09.2025 - Current
Dental Biller/Insurance Collections Specialist
Pacific Dental Services
09.2019 - Current
Customer Service Representative
Charter Communications, Spectrum
05.2018 - 09.2019
Guest Service Representative
Signet Jewelers
11.2016 - 05.2018
Account Receivables Clerk
Fortune Group
07.2015 - 11.2016
Customer Service Representative/Media Associate
Securus Technologies
06.2013 - 07.2015
High School Diploma - Education And Social Services
Yvonne A. Ewell Townview Magnet Center
Associate Of Applied Arts - Business Management
Tarrant County College District