Summary
Overview
Work History
Education
Skills
Timeline
Generic

ZAKIYA WASHINGTON

Sacramento,CA

Summary

Results-driven Call Center Representative with excellent time management and problem-solving skills. Known for maintaining high productivity and efficiently completing tasks. Specializes in effective communication, quick problem-solving, and accurate record-keeping. Excels in active listening, empathy, and patience to ensure customer satisfaction and resolution of inquiries.

Overview

10
10
years of professional experience

Work History

Call Center Representative

Gainwell Technologies
West Sacramento, CA
12.2023 - Current
  • Answered 40+ incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service-related issues.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Maintained records of customer interactions, transactions, comments, and complaints.
  • Assisted customers with navigating the company's website to locate desired information or items for purchase.
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Identified opportunities to improve policies and procedures related to customer service operations.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

Research Specialist I

C D Mitchell And Company
105 Decker CT STE 1100 Irving TX 75062
01.2022 - 02.2023
  • Answering high volume incoming and outgoing calls to resolve UI claims benefits for consumers, including the general public, prospective enrollee and people assisting enrollees or acting on their behalf in accordance with the performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies for the employment development department
  • responsible for a wide range of research and analytical duties regarding
    complex statistical data including statistical investigation for use in the resolution of
    multiple program related issues; gathering, developing, implementing, and monitoring
    systems and procedures to assemble and structure necessary data; validating the
    accuracy of structured and unstructured data being reported
  • develop analytical skills, participate in policy and procedure formulation; gather and analyze data; consult with field and other departmental personnel in disseminating and securing necessary information; prepare reports and correspondence on technical Unemployment Insurance
  • served as a technical specialist in a major program or technical area, such as, determinations, appeals, overpayments, or call processing
  • prepare spreadsheet summaries, reports, charts, and tables
  • Basic arithmetic and statistical techniques to analyze numerical data for departmental policies and procedures
  • Implemented modifications and quality control measures to influence research conclusions.

Medical Claims Examiner

Health Net Federal Services
Rancho Cordova, CA
11.2017 - 01.2022
  • Enter claim payments, reserves and new claims on the computer system, inputting concise yet sufficient file documentation
  • Managed large volume of medical claims on daily basis.
  • Verify and analyze data used in settling claims to ensure that claims are valid and that settlements are made according to company practices and procedures
  • Resolves medical claims by approving or denying documentation; calculating benefit due; initiating payment or composing denial letters
  • Worked with CMS-1500, RBRVS, UB04, CPT, HCPCS and ICD-09/10 coding Return claims back to providers if claim is missing information needed Responsible for reviewing all insurance claims to ensure information integrity Report overpayments and underpayments and other irregularities Send claims to Physician Data Management (PDM) to update more efficient data into system Send claims to Appointing and Authorized Operations (A&A) to verify information about the patient Price claims manually according to the payment contract and provider Process Home Health Agency, Home Infusion and Correctional claims
  • Evaluated medical claims for accuracy and completeness and researched missing data.
  • Assessed medical claims for compliance with regulations and corrected discrepancies.
  • Researched and resolved complex medical claims issues to support timely processing.
  • Followed up on denied claims to verify timely patient payment and resolution.
  • Paid or denied medical claims based upon established claims processing criteria.

Caregiver

IHSS
Sacramento, CA
04.2021 - 12.2021
  • Assisting with personal care, which may include bathroom functions, bathing, grooming, dressing, and eating
  • Following a prescribed healthcare plan, which may include assisting with exercise and administering medication
  • Ensuring the client’s home is organized according to their needs and that safety measures are in place
  • You may also be expected to assist with some light housework
  • Providing emotional support and encouragement to perform necessary tasks
  • Providing mobility assistance may be required, for example helping the client in and out of bed, a chair, or a wheelchair
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Transporting or escorting the client to medical and other appointments
  • Monitoring and reporting changes in health, behavior, and needs.
  • Recognized and reported abnormalities or changes in patients' health status to case manager.

Data Entry Specialist

Maximus/ Aerotek Staffing
Rancho Cordova, CA
07.2017 - 11.2017
  • I Process Medical Applications from various source of documents into a computer system
  • Produce and maintain data reports and alert management of inconsistencies or issues Perform database queries to assist with analysis and report issues when appropriate and necessary
  • Interpret, select, or code items to entered from a variety of documents sources Perform other duties as may be assigned by executive management Tracked productivity and obtained demographic information on new participants Verify data entries for accuracy and completeness Calculate income from supporting documents Enter appropriate data into computer programs
  • Managed workflow scheduling, data entry, and accuracy verification for large data projects.
  • Compiled data and reviewed information for accuracy prior to input.
  • Produced monthly reports with advanced Excel spreadsheet functions.
  • Corrected data entry errors to prevent later issues such as duplication or data degradation.
  • Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
  • Developed data entry policies and procedures in compliance with company standards.
  • Entered numerical data into databases with speed and accuracy using 10-key pad.
  • Identified data entry errors and reported to necessary departments.

Closing Coordinator

Wells Fargo Mortgage
Rancho Cordova, CA
04.2015 - 03.2017
  • Assigns loans to correct closer after reviewing branch list Filter all incoming emails/ calls for the department, review all closing and funding tickets
  • Preparing files for closing and for funder/ file reviewer approvals
  • Contacted appropriate agencies to complete searches, order records, and obtain documents.
  • Delivered positive customer experiences and successful deal closures through open, constructive communications.
  • Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
  • Collaborated with lenders, agents, and legal professionals to resolve transactional and title issues.
  • Consulted with clients to recognize needs and provide tailored solutions.
  • Interviewed loan applicants to obtain personal and financial data to assist in completing applications.

Education

Medical Assistant/ Certified - Medical Assisting

Western Career College
Rancho Cordova, CA
06.2016

Certified Nurse Assistant
Sacramento, CA
08.2005

Grant Union High School
Sacramento, CA
05.2004

Skills

  • Survey Collection
  • Research and Data Management
  • Internet Research
  • Electronic Filing System
  • Medical Terminology
  • ICD-9-CM Coding
  • Microsoft Word
  • Customer Service
  • 10-Key
  • Typing Proficiency
  • Problem-Solving Ability
  • Data Evaluation
  • Call Control
  • Communicating with clients
  • Documentation And Reporting
  • Inbound phone calls
  • Call handling
  • Call Center Customer Service
  • Database Research
  • 40 WPM
  • Resolving issues

Timeline

Call Center Representative

Gainwell Technologies
12.2023 - Current

Research Specialist I

C D Mitchell And Company
01.2022 - 02.2023

Caregiver

IHSS
04.2021 - 12.2021

Medical Claims Examiner

Health Net Federal Services
11.2017 - 01.2022

Data Entry Specialist

Maximus/ Aerotek Staffing
07.2017 - 11.2017

Closing Coordinator

Wells Fargo Mortgage
04.2015 - 03.2017

Medical Assistant/ Certified - Medical Assisting

Western Career College

Certified Nurse Assistant

Grant Union High School

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ZAKIYA WASHINGTON