Santina Bailey
Hollywood
Summary
Dedicated and customer-focused professional with over 4 years of experience in customer service, conflict resolution, and accurate data management. Proven ability to maintain composure under pressure, resolve customer concerns efficiently, and proactively contribute to team success. Skilled in CRM systems, empathetic communication, multitasking, and administrative support. Committed to delivering exceptional service, improving process efficiency, and supporting organizational goals across diverse industries.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Teleperformance
10.2022 - 04.2024
- Managed 80-100 daily inbound/outbound calls, assisting with billing, technical issues, and orders.
- Achieved customer satisfaction scores consistently above 90%, contributing to department goals.
- Reduced resolution time by 20% through proactive follow-ups and CRM case management.
- Maintained 100% accuracy in data entry and case documentation for efficient service delivery.
- Awarded 'Top Performer' for surpassing customer satisfaction and response time targets.
- Balanced high call volumes while managing multiple priorities in a fast-paced environment.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Healthcare Customer Service Representative
Convey Health Solutions
01.2020 - 09.2022
- Handled 75-90 calls daily, supporting patients and providers with Medicare benefits, eligibility, and dual-eligible plans.
- Achieved a 95% issue resolution rate, guiding members through complex insurance inquiries.
- Scheduled over 1,200 patient appointments, ensuring insurance verification and HIPAA compliance.
- Provided basic medical device support, reducing follow-up support requests by 15%.
- Maintained 100% accuracy in patient records, contributing to high-quality care coordination.
- Increased patient retention by 10% through compassionate, patient-centered service.
- Streamlined workflows with cross-functional teams, improving service delivery efficiency by 12%.
- Exceeded call quality and productivity standards, earning recognition from leadership.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
- Managed multiple projects simultaneously while meeting deadlines set by management team members.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Monitored vital signs, lab results, and other diagnostic tests remotely.
- Utilized computerized Resource and Patient Management System (RPMS) and Electronic Health Record (EHR) system.
- Maintained accurate electronic medical records in accordance with HIPAA guidelines.
- Instructed patients on the use of home monitoring devices for remote monitoring.
Education
Certificate - Medical Assisting
Ruby's Academy for Health Occupations
Fort Lauderdale, FL12.2024
Skills
- Customer Service Excellence
- Conflict Resolution & De-escalation
- CRM Systems (Salesforce, proprietary tools)
- Data Entry & Documentation Accuracy
- HIPAA Compliance & Confidentiality
- Call Center Operations & High-Volume Support
- Problem-Solving & Critical Thinking
- Team Collaboration & Cross-Functional Support
- Scheduling & Administrative Support
- Time Management & Prioritization
- Microsoft Office Suite (Word, Excel, Outlook)
- Email & Chat Support
- Multi-Line Phone Systems
- Calendar & Database Management
- Medical Terminology & Insurance Verification
- Patient scheduling
- Client relations
- Technical support
- Documentation
- Critical thinking
- Adaptability and flexibility
- Verbal and written communication
- POS systems expert
- Spreadsheets
- Inbound and outbound calling
- Multitasking and organization
- Appointment scheduling
- Empathy and patience
- Researching
Accomplishments
- Exceeded monthly customer service KPIs, maintaining a 95%+ satisfaction rate.
- Maintained 99%+ accuracy in data entry and patient information management.
- Recognized for reliability, punctuality, and commitment to continuous improvement.
- Assisted in training and mentoring new team members, enhancing team productivity.
- Consistently praised by supervisors for adaptability and collaborative teamwork.
Timeline
Customer Service Representative
Teleperformance
10.2022 - 04.2024
Healthcare Customer Service Representative
Convey Health Solutions
01.2020 - 09.2022
Certificate - Medical Assisting
Ruby's Academy for Health Occupations