Michelle Riley
Miami
Summary
Dedicated and compassionate professional with over two years of customer service experience and a Certified Nurse Assistant (CNA) license. Adept at problem-solving, active listening, and delivering exceptional customer support. Skilled in handling inquiries related to benefits, eligibility, prior authorizations, and claims while maintaining a high level of professionalism. Comfortable using multiple computer systems simultaneously and meeting call center performance goals. Seeking to leverage healthcare knowledge and customer service expertise in a work-from-home role at Cigna Healthcare.
Overview
5
5
years of professional experience
Work History
Certified Nurse Assistant (CNA)
Private Nursing Assistant
01.2022 - 01.2025
- Provided compassionate patient care, assisting with daily living activities, and ensuring comfort and safety
- Communicated effectively with patients, families, and healthcare professionals to address concerns and provide updates
- Maintained accurate records of patient care and adhered to healthcare policies and procedures
- Applied active listening and problem-solving skills to support patient needs, which translate effectively into customer service roles
Customer Service Representative
Publix
01.2020 - 01.2022
- Handled a high volume of inbound calls, assisting customers with inquiries related to healthcare benefits, eligibility, and claims
- Provided accurate information in a professional and courteous manner while meeting performance metrics
- Resolved issues effectively in a single call whenever possible, utilizing problem-solving skills and company resources
- Navigated multiple computer systems to retrieve and input customer information efficiently
- Assisted customers in understanding their healthcare options and suggested additional programs to enhance their well-being
- Maintained professionalism and patience, even in challenging interactions, ensuring a positive customer experience
Education
Miami South Ridge
12.2022
Skills
- Problem-solving
- Critical-thinking
- Verbal communication
- Written communication
- Active listening
- Empathy
- High call volume handling
- Computer program navigation
- Healthcare benefits knowledge
- Eligibility knowledge
- Claims processing knowledge
- De-escalation
- Adaptability
- Organizational skills
- Time management
- Team collaboration
- Coordination
Timeline
Certified Nurse Assistant (CNA)
Private Nursing Assistant
01.2022 - 01.2025
Customer Service Representative
Publix
01.2020 - 01.2022
Miami South Ridge
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