Zyneshia Holder
West Helena ,AR
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
4
4
years of professional experience
Work History
Front Desk Receptionist
The Rutherford Assisted Living
Murfreesboro, TN
05.2023 - 01.2025
- Managed a high volume of inbound calls, assisting residents, families, and visitors, while ensuring timely and professional service.
- Scheduled appointments for medical and personal care services for residents, ensuring coordination between staff, healthcare providers, and family members.
- Provided clear and courteous communication, addressing inquiries and concerns with sensitivity and professionalism, which aligns with the customer service requirements of an outbound call role.
- Handled administrative tasks, including data entry, maintaining accurate records, and scheduling, which directly transfers to managing appointments in a call center environment.
- Demonstrated strong multitasking skills by managing front desk responsibilities while handling phone lines, which aligns with the need to use multiple systems in a call center.
- Followed confidentiality protocols and HIPAA guidelines when dealing with sensitive health-related information, a key requirement for the Signify Health role.
- Collaborated with team members and residents' families to ensure smooth communication and efficient scheduling, reflecting team collaboration and customer satisfaction skills.
- Assisted with conflict resolution and handled customer complaints professionally, showcasing your ability to manage difficult situations, and maintain professionalism.
Customer Service Representative
ResultsCX
Fort Lauderdale, FL
08.2021 - 04.2023
- Provided members with detailed information regarding their health insurance policies, including coverage details, deductibles, copays, enrollment dates, and start/end dates.
- Assisted members with understanding their prescription benefits, helping them navigate their medication coverage, and providing information on available options.
- Processed claims and explained claim statuses to members, addressing inquiries about claim resolutions and benefits.
- Issued refunds for eligible claims and services, ensuring timely and accurate processing.
- Sent auto insurance letters to members, providing them with the necessary documentation for claims and coverage.
- I answered questions about policy renewals, changes, and enrollment deadlines, ensuring members understood their plan options, and made necessary adjustments to their accounts.
- Collaborated with internal teams to ensure accuracy in member account updates, and ensured claims were processed correctly
- Handled sensitive member information in accordance with HIPAA regulations, maintaining privacy and confidentiality throughout all interactions.
- Demonstrated excellent problem-solving skills by handling complex inquiries, resolving issues, and ensuring overall member satisfaction.
Front Desk Receptionist Volunteer
Georgia Career Institute
Murfreesboro, TN
02.2021 - 10.2021
- I volunteered during my free hours to assist instructors and students in various cosmetology fields, including nails, massage therapy, and esthetics.
- Set and rescheduled appointments for clients, managing the school's scheduling system to ensure smooth operations and client satisfaction.
- Handled payments for services, ensuring accuracy in transactions, and providing receipts to clients.
- Provided hands-on assistance to clients, ensuring a positive and professional experience while performing beauty treatments.
- Gained valuable customer service experience, learning how to address client needs, answer questions, and deliver services in a timely, friendly manner.
- Assisted in maintaining a clean and organized environment, contributing to the smooth running of the school, and ensuring client satisfaction.
- Collaborated with students and instructors to improve service techniques, and learn about industry best practices.
- Developed a keen eye for detail and customer service excellence, ensuring every client received personalized attention and care.
Education
Some College (No Degree) - Pharmacy
CCI Training Center
Arlington, TXSkills
- Outbound Call Experience: Skilled in using auto-dialer systems to place 50 or more calls per hour, with experience explaining healthcare benefits, answering questions, and scheduling appointments
- Multitasking and time management: Ability to manage a high volume of calls, maintain detailed records, and ensure tasks are completed within designated timelines
- Attention to detail: Proven ability to ensure accuracy in scheduling, handling member information, and documenting interactions with precision
- Technical proficiency: Comfortable using CRM software, appointment scheduling tools, and multiple systems simultaneously to track and report calls and appointments
- Customer service: Over 1 year of experience providing high-quality service, resolving issues, and ensuring customer satisfaction in a fast-paced call center environment
- Goal-oriented: Demonstrated ability to meet and exceed performance targets, including outbound calls, appointments set, and customer satisfaction metrics
- Problem-solving skills: Strong ability to assess situations, identify problems, and implement effective solutions quickly and efficiently to meet customer needs, and resolve concerns
- Teamwork and collaboration: Proven ability to work effectively within a team, sharing knowledge, supporting colleagues, and collaborating on achieving shared goals
- Organizational skills: Highly organized in managing appointments, coordinating tasks, tracking progress, and maintaining accurate records to ensure smooth and efficient operations
- Administrative skills: Experience performing administrative tasks such as scheduling, data entry, filing, and maintaining accurate records to support daily operations and customer needs
Timeline
Front Desk Receptionist
The Rutherford Assisted Living
05.2023 - 01.2025
Customer Service Representative
ResultsCX
08.2021 - 04.2023
Front Desk Receptionist Volunteer
Georgia Career Institute
02.2021 - 10.2021
Some College (No Degree) - Pharmacy
CCI Training Center
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