Yhanna Palmer
Macon,GA
Summary
Customer Service Representative with over 5 years of experience in resolving inquiries and complaints, achieving high customer satisfaction. Skilled in managing high call volumes while maintaining professionalism and friendliness. Expertise in coordinating emergency road services within a fast-paced dispatch environment. Proven track record of enhancing response times and customer satisfaction through efficient operations and effective communication.
Experienced in coordinating emergency road services for a fast-paced dispatch center. Skills include effective communication, problem-solving ability, and knowledge of GPS tracking systems and routing software. Demonstrated ability to manage high-stress situations, prioritize tasks, and ensure timely assistance for roadside emergencies. Previously contributed to improved response times and customer satisfaction levels through efficient dispatch operations.
Overview
22
22
years of professional experience
Work History
Emergency Road Service Dispatcher
GEICO, Government Employees Insurance
Macon, GA
02.2025 - 06.2025
- Coordinated emergency response for roadside assistance requests in high-pressure situations.
- Managed communication between drivers and service providers to ensure timely dispatch.
- Utilized GPS tracking systems to monitor vehicle locations and optimize routes.
- Documented service requests and updates in the dispatch software accurately.
- Collaborated with towing companies to facilitate efficient service delivery.
- Resolved customer inquiries and complaints regarding service delays or issues.
- Maintained records of dispatched services for reporting and analysis purposes.
- Coordinated communication between customers, dispatchers and technicians by relaying job details or relevant updates regarding a case.
- Responded promptly to customer inquiries while maintaining a professional demeanor at all times.
- Provided customers with estimated time of arrival for service technicians as well as updates throughout the process.
- Verified accuracy of work orders prior to submitting them for approval by supervisor.
- Assisted customers with questions related to their accounts or policies pertaining to emergency road services.
- Processed customer requests for emergency roadside assistance services including towing, tire changes, fuel delivery, jump-starts, lockouts, and winching.
- Ensured adherence to safety protocols when dispatching technicians for emergency road services.
- Documented services performed, operations information, and dispatch details in system.
Call Center Customer Service Representative (Remote)
MPF Federal LLC
Valdosta, GA
08.2023 - 10.2024
- Primary role is to schedule medical related appointments for our Veterans
- Contact assigned list of Veterans to determine their medical appointment scheduling preference Provider and availability
- Contact In Network providers to schedule appointment within Veteran Preference and contracted time frames
- Track all booked and arrived appointments for patients generated through outreach efforts
- Respond to incoming calls from Veteran or Providers in a Professional manner
- Place outbound calls to Veterans/Providers to obtain information regarding referral
- Ensure patient confidentiality with the handling of all patient health information and records
- Communicate all issues with manager
- Ask appropriate questions and listen actively while documenting required information in computer systems
- Ongoing quality improvement for Veteran and Provider interactions
- Remains in the call queue at all times unless permission to leave is granted
- Administers schedule additions, changes, or inquiries in the appropriate database within required time frames
- Process scheduling requests in a timely fashion
- Works effectively in a structured, production environment
- Adheres to daily schedules and assignments
- Works with management team to identify and forward potential Quality of Care complaints
- Maintains strict member and company confidentiality
- Performs other related duties as assigned
Call Center Inbound Sales Representative (Remote)
Lincare Healthcare
Valdosta, GA
09.2022 - 06.2023
- Update customer accounts, addresses and contact information within call management databases.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.
- Put in customer returns for unwanted or wrong supplies.
- Maintained strong call control and quickly worked through scripts to address problems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Promoted available products and services to customers during service, account management and order calls.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
- Referred unresolved customer grievances to designated departments for further investigation.
Call Center Customer Service Representative (Remote)
Chime Solutions
Morrow, GA
02.2021 - 05.2022
- Answer incoming calls from members related to COVID 19 Vaccine scheduling and Healthcare Practice Schedule and cancel appointments for COVID 19, Family Practice, Internal Medicine and Pediatrics.
- Answer questions and inquiries regarding COVID 19 Vaccine, test, travel and quarantine
- Report problems that occur and assist with resolution Promote products, services and solving complaints.
- Maintain a current understanding with Chime Solutions policies and procedures in order to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner.
- Meet key performance metric.
Medical Biller
Care New England Health System
Providence, RI
10.2003 - 02.2016
- My duties as medical biller in this office, is to post payment, follow up with insurance, submission of claim, follow up with insurance regarding low payment and reimbursement, collection of payment with patient and insurance, Cigna, UHC, Tricare, AARP, other commercial payors, Medicaid and NICU Medicaid.
- Check for errors in coding and finding the original biller to confirm the corrections needed for the medical procedure and/or diagnosis code before entering the data.
- Work rejections, late charges and unbilled claims.
- Obtaining and attaching consent forms to claims with procedures Train new employees, billers/collectors, on billing claims policies and procedures.
- Cleanliness of the office, filing patient records, handling insurance information, pulling any files needed for medical billers.
- Adhere to CNE policies and procedure's Assist coworkers when needed.
Education
Certificate - Life Insurance
A.D. Banker & Company, LLC
Macon, GA07-2022
Certificate - Medical Terminology
Kent County Hospital
06.2010
Certificate - Medical Assistant / Secretary
Sawyer School
04.1995
GED -
Community College of Rhode Island
05.1993
Skills
- Active listing
- Problem-solving
- Time management
- Communication
- Empathy
- Conflict Resolution
- Adaptability
- Product knowledge
- Customer relationship management
- Multi-channel communication
- Negotiation
- Emergency response coordination
- GPS tracking
- Dispatch software
- Service documentation
- Route optimization
- Record maintenance
- Collaboration skills
- Customer inquiries
- Vehicle knowledge
Accomplishments
- Kudos – Answered over 70+ calls per day
- Kudos – Great customer feedback
- Bonus – Meet goal for Products ordered in a month time frame
Timeline
Emergency Road Service Dispatcher
GEICO, Government Employees Insurance
02.2025 - 06.2025
Call Center Customer Service Representative (Remote)
MPF Federal LLC
08.2023 - 10.2024
Call Center Inbound Sales Representative (Remote)
Lincare Healthcare
09.2022 - 06.2023
Call Center Customer Service Representative (Remote)
Chime Solutions
02.2021 - 05.2022
Medical Biller
Care New England Health System
10.2003 - 02.2016
Certificate - Life Insurance
A.D. Banker & Company, LLC
Certificate - Medical Terminology
Kent County Hospital
Certificate - Medical Assistant / Secretary
Sawyer School
GED -
Community College of Rhode Island
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