Summary
Overview
Work History
Skills
Timeline
Generic

Shakira Bee

Mobile,AL

Summary

Multi-tasking Quality Assurance Officer trained to handle issues and remain level-headed at all times.

Responsible Quality Assurance Officer with more than 4 years of expertise developing top-notch skills in quality management and process improvement.

Overview

17
17
years of professional experience

Work History

Senior Quality Assurance Analyst

Amazon
Remote
09.2020 - Current
  • Coached and offered improvement insight to team of employees, boosting efficiency in Contact Center department.
  • Conducting quality assessments and evaluations of contact center interactions.
  • Developed and implementing quality assurance processes and procedures.
  • Collaborating with management to implement strategies for enhancing overall service quality.
  • Serving as a subject matter expert in quality assurance methodologies and best practices.
  • Offer constructive coaching and feedback that enhances advisors' skills in explaining products and services effectively, whether in recorded or real-time settings.
  • Undertake additional tasks as delegated or assigned.

Patient Registration Specialist

Vision Partners
Mobile, AL
04.2019 - 03.2020
  • Greeted patients and visitors, verified their identification, and collected necessary information to complete registration process
  • Verified patient insurance coverage and obtained authorization as required
  • Ensured the accuracy of patient data entry into the electronic health records (EHR) system
  • Scheduled patient appointments and provided necessary instructions and documentation
  • Responded to patient inquiries and requests in a timely and professional manner
  • Maintained patient confidentiality and HIPAA compliance at all times
  • Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties
  • Collaborated with the billing department to ensure accurate processing of patient payments and billing information, improving revenue collection and financial transparency for Vision Partners.

Desk Adjuster

Catastrophe National Claims
Mobile, AL
08.2016 - 02.2019
  • Conducted thorough investigations of claims and determined coverage based on policy terms and conditions
  • Evaluated damages and negotiated settlements with policyholders, claimants, and attorneys
  • Communicated with insureds, agents, and other stakeholders to gather information and answer questions
  • Ensured timely and accurate processing of claims and documentation of all activities in the claims system
  • Collaborated with other departments and vendors to resolve complex claims and minimize costs
  • Participated in training sessions and mentored new adjusters to ensure consistency in claim handling
  • Utilized advanced negotiation techniques to handle high-stakes claim settlements and achieve mutually beneficial outcomes for all parties involved
  • Showed empathy and active listening skills to effectively communicate with policyholders during difficult and emotional claim situations, ensuring a positive customer experience and retention.

Enrollment Agent

MorphoTrust
Carson, CA
04.2011 - 12.2015
  • Conducted enrollment services for various identity management programs
  • Assisted clients with completing enrollment applications and capturing biometric and biographic information, such as fingerprints, facial images, and demographic data
  • Ensured compliance with strict privacy and security standards to safeguard client information and prevent identity theft
  • Troubleshot technical issues with enrollment equipment and software to ensure efficient and accurate processing of enrollment data
  • Collaborated with other enrollment agents and program managers to share best practices and improve the overall enrollment experience for clients
  • Leverage data analytics to identify patterns and trends in enrollment processes, enabling continuous improvement in efficiency and accuracy for MorphoTrust's identity management programs.

Call Center Lead

Blue Cross Blue Shield
Los Angeles, CA
06.2007 - 01.2011
  • Answered inbound calls from customers and assisted with their inquiries, questions, and concerns related to health insurance policies and claims
  • Made outbound calls to follow up on customer inquiries, conduct surveys, or provide information about new products and services
  • Documented customer interactions and updated customer information in the company's database
  • Resolved customer complaints and escalated complex issues to the appropriate department or supervisor
  • Met performance metrics such as call quality, customer satisfaction, and average handle time
  • Participated in training and coaching sessions to improve knowledge and skills
  • Implemented strategies to increase team productivity and efficiency, such as optimizing call center workflows, providing ongoing training and development opportunities for team members, and monitoring key performance indicators to identify areas for improvement.

Skills

  • Comprehensive knowledge of disability laws, regulations, and best practices
  • Strong communication and interpersonal skills
  • Ability to work collaboratively with healthcare providers, employers, and other stakeholders
  • Proficiency in case management and record-keeping
  • Excellent problem-solving and decision-making abilities
  • Analytical Thinking
  • Problem-Solving
  • Relationship Building
  • Attention to Detail
  • Time Management
  • Teamwork
  • Mentoring and training
  • Quality Assurance Controls

Timeline

Senior Quality Assurance Analyst

Amazon
09.2020 - Current

Patient Registration Specialist

Vision Partners
04.2019 - 03.2020

Desk Adjuster

Catastrophe National Claims
08.2016 - 02.2019

Enrollment Agent

MorphoTrust
04.2011 - 12.2015

Call Center Lead

Blue Cross Blue Shield
06.2007 - 01.2011

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Shakira Bee