Torquorsha Newsome
Raleigh,USA
Summary
Dynamic Customer Service Professional and Administrative Specialist with 10 years of leadership experience. Analytical problem-solver with exceptional organizational skills, prioritizing competing demands. Relationship-focused leader with excellent communication skills. Self-motivated, meeting strict deadlines remotely.
Overview
12
12
years of professional experience
Work History
Travel Care Professional
American Airlines
Raleigh, NC
10.2022 - Current
- Assisted customers with travel plans, including flights, hotels and car rental bookings.
- Developed strategies to increase customer loyalty and repeat business.
- Maintained up-to-date knowledge of airline schedules and fare rules.
- Answered customer inquiries via phone, email or chat regarding flight availability and pricing.
Contact Tracer
Staffing Solutions Organizations, LLC.
01.2021 - 02.2022
- Fielded high volumes of multi-line phone calls and emails in a fast-paced, high-pressure, deadline-driven environment
- Mastered company scripts to discuss COVID-19 resources and quarantine procedures, recording client systems in databases
- Educated clients on state procedures and available testing centers and provided referrals for local resources
- Triaged and coordinated instructions for close contacts of exposed individuals to connect at-risk individuals with healthcare services
In-Home Caregiver
Innovative Care
Rochester, USA
10.2018 - 03.2021
- Cultivated relationships and built rapport with clients to improve compliance with treatment plans and medication regimens
- Maximized client satisfaction by providing support with activities of daily living to increase autonomy and independence
- Optimized communications amongst colleagues by documenting patient activities, concerns, and behaviors with 100% accuracy
- Demonstrated meticulous attention to detail, ensuring medication dispersions were accurate and appropriate for each patient
- Developed extensive knowledge of Medicare, Medicaid, and HIPAA guidelines, medical terminology, and industry best practices
Emergency Roadside Dispatcher
AAA South
Orlando, USA
09.2016 - 09.2018
- Delivered world-class customer service, receiving multiple awards for Customer Service Excellence and Team Leadership
- Navigated proprietary software and calendaring systems to monitor schedules, dispatch work orders, and allocate resources
- Partnered with drivers to meet strict deadlines, communicate assignments, and collaborate to distribute pertinent information
- Enhanced client experiences by dispatching service crews to accommodate emergency and non-emergency service needs
Assistant Teacher
Monroe County Board of Cooperative Educational Services
Rochester, USA
09.2015 - 07.2016
- Directed parent-teacher conferences to convey student evaluations, progress reports, and behavioral concerns
- Improved classroom management by implementing policies and procedures to encourage participation and engagement
- Designed and implemented engaging, age-appropriate lesson plans to support the academic development of students
- Exceeded targeted objectives and state standards for competency, learning retention, and standardized testing
Medical Billing & Coding Specialist
Maximus
Rochester, USA
10.2012 - 07.2015
- Collaborated with insurers to obtain insurance policy data and verify coverages and eligibility for performed services
- Mitigated risks and protected company assets by identifying and escalating potentially fraudulent information
- Spearheaded the submission of paperwork, payments, and insurance claims to insurance companies and providers
- Mediated disputes and obtained reimbursement for clients, collecting clinical information for proper determinations
Education
Associate of Science - Mathematics
Monroe Community College
06.2014
Skills
- Training & Development
- Customer Relations
- Data Entry & Analysis
- Strategic Planning
- Quality Control
- Administration
- Conflict Resolution
- Operations
- Computer Proficiency
- Microsoft Office Suite
References
References available upon request.
Timeline
Travel Care Professional
American Airlines
10.2022 - Current
Contact Tracer
Staffing Solutions Organizations, LLC.
01.2021 - 02.2022
In-Home Caregiver
Innovative Care
10.2018 - 03.2021
Emergency Roadside Dispatcher
AAA South
09.2016 - 09.2018
Assistant Teacher
Monroe County Board of Cooperative Educational Services
09.2015 - 07.2016
Medical Billing & Coding Specialist
Maximus
10.2012 - 07.2015
Associate of Science - Mathematics
Monroe Community College
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