Zekia Fennell
Summary
Passionate Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Representative II
QTC Management Inc. - A Leidos
07.2022 - Current
- Responsible for answering, processing, and documenting all calls from customers and representatives.
- Duties include screening military medical forms for accuracy and thoroughness, identifying required medical, dental, and behavioral health procedures, then scheduling individual in-clinic group, or telephonic appointments.
- Acts as service liaison between the customer and internal operational staff, and delivers exceptional customer service at all touch points.
- Clarifies customer inquiries by researching, locating, and providing information to the appropriate entities.
- Efficiently utilizes tools and available resources such as: ECW, UCM, examinee portal, and other tools as necessary.
- Accurately documents all call information in case management system according to standard operating procedures.
- Any other duties assigned.
Patient Access Representative(TEMP)
UTHealth
01.2022 - 07.2022
- Assist in patient scheduling for multiple specialty integrated practice units, surgeries and diagnostic imaging.
- Perform referral processing coordination, insurance verification, appointment confirmations, cancellations, and reschedules.
- Under general supervision, exercise some discretion, make routine decisions based on existing scheduling guidelines and will assume other duties when assigned.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
Medical Claims Adjuster/Specialist
ATP2LLC
07.2020 - 09.2021
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Verified patient insurance coverage and benefits for medical claims.
- Analyzed bulk claims and determined appropriate payment amounts.
- Researched and resolved complex medical claims issues to support timely processing.
- Ensured appropriate diagnostic and procedural coding for all HCFA-1500, UB92 and other claim forms.
- Validated appropriate claim adjustments to resolve payment discrepancies.
- Ensure accuracy of information included in VA-FSC vendor le for medical providers.
- Managed large volume of medical claims on daily basis.
Call Center Representative
Maximus
11.2019 - 07.2020
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Front Desk Agent
Springhill/Residence Inn
09.2017 - 11.2019
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Swiftly responded to room requests and other inquiries made via establishment website, email or phone.
Cashier Team Leader
Chik-Fil-A
01.2015 - 08.2017
- Maintained clean, sanitized and well-organized food preparation zones.
- Provided customers with information on specials and discount deals.
- Checked completed orders for accuracy and bagged meals for easy carrying.
- Packaged and labeled products and orders for to-go counter and drive- through window.
Education
High School Diploma -
Austin CAN Academy
Austin, TX06.2017
Skills
- Data Collection
- Emotional Intelligence
- Analytical Thinking
- Adaptability/Flexibility
- Conflict Resolution
- Time Management
- Upbeat and Positive Personality
Hobbies
- Kayaking
- Hiking
- Snorkeling
Timeline
Customer Service Representative II
QTC Management Inc. - A Leidos
07.2022 - Current
Patient Access Representative(TEMP)
UTHealth
01.2022 - 07.2022
Medical Claims Adjuster/Specialist
ATP2LLC
07.2020 - 09.2021
Call Center Representative
Maximus
11.2019 - 07.2020
Front Desk Agent
Springhill/Residence Inn
09.2017 - 11.2019
Cashier Team Leader
Chik-Fil-A
01.2015 - 08.2017
High School Diploma -
Austin CAN Academy
Similar Profiles
ILDEFONSO OCASIOILDEFONSO OCASIO
Operations Supervisor at QTC Management Inc. - A LeidosOperations Supervisor at QTC Management Inc. - A Leidos
Christine PaezChristine Paez
Customer Service Representative 2 at QTC Management Inc. - A Leidos Co.Customer Service Representative 2 at QTC Management Inc. - A Leidos Co.
Amira HoltAmira Holt
Case Specialist at QTC Management Inc. - A LeidosCase Specialist at QTC Management Inc. - A Leidos
Marisol RomanMarisol Roman
Provider Relations Advocate SR at QTC Management Inc. - A LeidosProvider Relations Advocate SR at QTC Management Inc. - A Leidos
Wesley GreenWesley Green
Customer Service Representative II / Financial Services Representative II at QNB BankCustomer Service Representative II / Financial Services Representative II at QNB Bank