ZAKYLRA GRACE
Forefront Dermatology
San Antonio,TX
12
years of professional experience
Customer Service Specialist with diverse experience in sales and employee training. Demonstrated leadership and empathy while addressing customer needs, effectively managing multiple communication channels. Creative problem solver with the ability to adapt to various environments, fostering strong connections with coworkers and clients to achieve business objectives.
Work History
Patient Access Representative
2 Years 7 Months- Verified patient demographics, insurance eligibility, and authorization requirements for accurate registration.
- Scheduled appointments and balanced patient access needs with provider availability.
- Scheduled appointments, coordinated referrals, and balanced patient access needs with provider availability.
- Processed check-in and check-out workflows, ensuring complete documentation and timely updates.
Customer Service Representative
1 Year- Resolved inbound customer inquiries through phone, chat, and email with accurate, courteous support.
- De-escalated upset customers by identifying concerns and delivering clear, calm solutions.
- Troubleshot account, billing, and service issues while applying company policies accurately.
- Documented interactions in CRM systems, ensuring complete case notes and consistent follow-up.
Customer Service Representative
1 Year 1 Month- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings, enhancing their understanding and engagement.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns and issues to supervisors for prompt resolution, ensuring timely support.
Customer Service Representative
3 Months- Answer incoming calls
- Help users navigate TurboTax
- Worked remotely to assist customers with inquiries as independent contractor
- Took notes, used chat, troubleshooting to resolve issues
- De-escalated customer concerns while maintaining calm, friendly demeanor to enhance customer satisfaction.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Took notes, used chat, troubleshooting to resolve issues
- Fielded customer complaints and queries, expedited problem resolution process.
Health Communication Agent
5 Months- Enrolled beneficiaries in Medicare plans, facilitating access to essential healthcare services.
- Participated in weekly training sessions to enhance product knowledge, contributing to overall company growth.
- Scheduled and attended appointments per week.
- Explained coverage options to potential policyholders, addressing questions to ensure informed decision-making.
Customer Service Agent
1 Year- Provided support to cardholders regarding account issues
- Utilized active listening and communication skills to address customer inquiries and escalate issues to a supervisor.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Uphold quality control policies and procedures to increase customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Escalated customer concerns and issues to supervisors for timely resolution.
Floor Supervisor
4 Years 9 Months- Operated a fast fashion store located in the mall, providing trendy clothing options to customers.
- Hosted the sales floor, worked as top seller assisting customers in fitting rooms, training new employees, kept up with loss prevention and assisted co-managers/store manager.
- Engaged with customers to gather feedback and enhance operational effectiveness.
- Delegated tasks to individual employees to enhance their skills.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Taught junior employees proactive strategies to meet operational and sales goals.
- Conducted employee performance evaluations and recognized top performers to maintain high-quality staff.
Education
Bachelor of Science - Fashion Merchandising and Marketing
Skills
Attention to detail
Sales expertise
Insurance verification
Problem-solving abilities
Shipping logistics
Business development
Patient registration
Healthcare customer service
multitasking
Workflow coordination
creative
Patient education
Patient advocacy
Team collaboration
Interests
Interior Design
Drawing and Painting
Fashion
Enjoy participating in activities for overall physical and mental well-being.
Gym Workouts
I participate in low-impact exercises to strengthen core muscles.
Pilates
Mindfulness Practices
Animal Care
Fashion and Style
Strategy Games
Personal Development and Self-Improvement
Timeline
Patient Access Representative
Forefront Dermatology
03.2024 - CurrentRead More
Customer Service Representative
Global Payments
05.2023 - 05.2024Read More
Customer Service Representative
Arise Virtual Solutions Inc.
04.2022 - 05.2023Read More
Customer Service Representative
LiveXchange- TurboTax
01.2022 - 04.2022Read More
Health Communication Agent
Connexion Point
08.2021 - 01.2022Read More
Customer Service Agent
Alorica
07.2020 - 07.2021Read More
Floor Supervisor
Agaci LLC
11.2014 - 08.2019Read More
Southern New Hampshire University
Bachelor of Science from Fashion Merchandising and Marketing
Read More