Wakina Mitchell
Massillon,OH
Summary
I am a dedicated professional who consistently delivers exceptional service and builds strong customer relationships. I possess strong communication, problem-solving, and interpersonal skills, and are adept at resolving issues, providing helpful information, and ensuring customer satisfaction. I am known for my positive attitude, empathy, and ability to de-escalate difficult situations. I can quickly identify and resolve customer issues, finding creative solutions and ensuring customer satisfaction. I understand customer frustrations and remain calm and patient, even in challenging situations. I maintain a positive and courteous attitude, creating a welcoming and professional environment for customers. I also efficiently manage my time and workload, ensuring that customer issues are resolved promptly and effectively. I prioritize customer needs and strive to exceed expectations, building strong relationships and fostering loyalty. I can adjust to changing situations and learn new information quickly. I'm driven to achieve high levels of customer satisfaction and contribute to the overall success of the organization. I will also provide my best abilities to generate growth for the company I'm working for.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Rep/Fraud Specialist/ Payroll
JCPenney
Columbus, OH
11.2020 - Current
- I handled account with fraudulent affairs And I handled soft collection account.
- Prepared detailed reports on investigations into suspected fraudulent activities.
- Reviewed customer accounts, documents and electronic records to detect suspicious activities.
- Responded promptly to inquiries regarding possible fraudulent activities reported by customers or other stakeholders.
- Implemented appropriate measures based on findings from investigations into suspected fraudulent activities.
- Provided training to staff members on detecting, reporting and preventing fraudulent activities.
- Maintained up-to-date knowledge of relevant laws and regulations regarding wage and hour compliance.
- Reconciled monthly benefit statements from vendors to ensure accuracy of information in the payroll system.
- Managed multiple tasks simultaneously while meeting deadlines consistently.
- Prepared quarterly reports for government agencies such as 941s, W-2s, 1099s.
- Reviewed timesheets for accuracy and completeness prior to processing payroll.
- Provided timely customer service support to employees regarding questions about their paychecks or other payroll issues.
- Ensured that all necessary taxes were withheld accurately from each employee's paycheck.
- Generated reports detailing hours worked by department, location, employee type as requested by management.
- Reviewed timecards at month end to ensure accuracy before approving payment.
- Updated job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations .
- Maintained a high level of professionalism when dealing with difficult customers.
Patient Access Representative
Aultman Hospital
Canton , OH
01.2020 - 10.2023
- Responded to patient inquiries regarding billing or financial matters.
- Assisted with scheduling outpatient appointments.
- Facilitated communication between patients, staff members, and third party payers.
- Collaborated with other departments to ensure quality customer service was delivered.
- Collected co-pays and other payments from patients at time of service.
- Processed patient admissions, registrations, transfers, and discharges according to established procedures.
Dispatcher/Customer Service Representative
FedEx
Uniontown, OH
03.2014 - 02.2020
- I dispatched trucks to various locations and handled paperwork and customers concerns.
- Resolved customer complaints related to service issues or delays.
- Ensured compliance with safety regulations and company policies.
- Provided timely updates to customers regarding their orders or requests.
- Monitored radio frequencies to ensure proper communication between personnel in the field and dispatch office.
- Developed strategies for improving efficiency within the dispatch department.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Interacted with local law enforcement agencies when responding to incidents in progress.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
- Updated records of driver locations, delays, and cancellations.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered customer inquiries via phone, email, and chat.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided exceptional customer service to ensure customer satisfaction.
Customer Service Representative
DIRECTV
Cleveland, OH
06.2009 - 02.2014
- I set up tv services.
- Provided accurate information about products and services to customers.
- Conducted regular follow-up calls with customers after resolving their issues.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed positive relationships with customers through friendly interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed innovative strategies to improve customer experience with the product or service offered by the company.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
Education
Associate's degree - Interactive media
Stark State College
06.2009
Skills
- Organizational skills
- Microsoft Word
- Phone etiquette
- Customer service
- Training & Development
- Billing
- Multi-line Phone Systems
- Time Management
- Dispatch
- Microsoft Outlook
- Health information management
- Microsoft Excel
- Payroll
- Data entry
- Typing
- Medicare
- Google Suite
- Debits & Credits
- Computer Skills
- Negotiation
- Microsoft Office
- Fraud detection
- Payroll administration
- Regulatory compliance
- Report preparation
- Time management
- Conflict resolution
- Attention to detail
- [Software] CRM system proficiency
- Microsoft office expertise
- Script adherence
- Dispute resolution
- Inbound and outbound calling
- Adaptive team player
- Strong teamwork
- Empathy and patience
- Multi-line telephone operations
- Microsoft PowerPoint
- Product knowledge
- Verbal and written communication
- Conflict mediation
- Skype
- Payment processing
- Office equipment proficiency
- Paperwork processing
- Customer relations
- Technical support
- Data collection
- Medicaid billing procedures
- Taking client histories
- Task prioritization
- Teamwork
- Medical software navigation
- Patient eligibility requirements
- Maintain records
- Record processing
- Medical office administration
- Patient registration
- Microsoft office
- HIPAA guidelines
- Patient reception management
- Co-payment collection
- Patient callbacks
- Appointment setting
- Billing support
Certification
- Driver's License
- CPR Certification
Timeline
Customer Service Rep/Fraud Specialist/ Payroll
JCPenney
11.2020 - Current
Patient Access Representative
Aultman Hospital
01.2020 - 10.2023
Dispatcher/Customer Service Representative
FedEx
03.2014 - 02.2020
Customer Service Representative
DIRECTV
06.2009 - 02.2014
Associate's degree - Interactive media
Stark State College