Gemyra Lewis

ad04i7@r.postjobfree.com

202-***-****

Education:

Independence University Washington, DC 2018-March 2021

Bachelors, Healthcare Management;

Professional Experience:

GW MFA Washington, DC March 2022 – Present

Contact Center Specialist

Scheduling Appointments in Internal Medicine/Geriatrics department

Followed HIIPA regulations/Patient Privacy

Formulated and enforced Service Center policies, procedures, and quality assurance measures

Addressed customer service inquiries in a timely and accurate fashion

Collected customer feedback and made process changes to exceed customer satisfaction goals

Made reasonable procedure exceptions to accommodate unusual customer requests

Provided accurate and appropriate information in response to customer inquiries

Demonstrated mastery of customer service call script within specified timeframes

AAMC(RPS) Washington, DC September 2021 – December 2021

Call Center Representative

Answered Calls to register students for the MCAT Exam

Assisted with the FEP financial program for Med school Students

Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations

Formulated and enforced Service Center policies, procedures and quality assurance measures

Addressed customer service inquiries in a timely and accurate fashion

Collected customer feedback and made process changes to exceed customer satisfaction goals

Made reasonable procedure exceptions to accommodate unusual customer requests

Provided accurate and appropriate information in response to customer inquiries

Demonstrated mastery of customer service call script within specified timeframes

Firstbook(PNP) Washington, DC October 2019 – March 2020

Administrative Support

Verified that information in the computer system was up-to-date and accurate

Eliminated outdated records by sending the records to be scanned

Compiled statistical information for special reports

Created monthly reports for records, closed terminated records and completed chart audits

Organized billing and invoice data and prepared accounts receivable and expected revenue reports for controllers

Varied Administrative duties

Managed records for Development Department

Foundation Outreach and Research

Gift(donations) Entry into salesforce

NFC Amenities Washington, DC August 2017 - March 2019

Front Desk Associate

Greet every person who enters the building and assist with their needs

Make dining and other reservations for patrons, and obtain tickets for events

Provide information about local features such as shopping, dining, nightlife, and recreational destinations

Make travel arrangements for sightseeing and other tours

Receive, store, and deliver luggage and mail

Perform office duties on a temporary basis when needed

Pick up and deliver items, or run errands for guests

Carry out unusual requests such as searching for hard-to-find items and arranging for exotic services such as hot-air balloon rides

Arrange for the replacement of items lost by travelers

Inbound/outbound calls

Aronson LLC Rockville, MD February 2016 - April 2016

Office Assistant

Provided support for account managers and service representatives

Assembled both Federal and State tax returns for clients in many states around the US Assisted account managers with processing returns

CareFirst Blue Cross, Blue Shield Washington, DC September 2012 - December 2015

Administrative Support

Provided support for account managers and service representatives

Triaged incoming telephone calls, arranged meetings and completed service requests

Assisted with the planning and coordination of open enrollment meetings

Performed administrative functions of ordering benefit booklets

Ordered giveaways and worked to get the account a service (massage therapist, acupuncturist, etc) to be at their Open Enrollment

Assists with coordination of activities related to insurance pre-certifications/authorization Provides patients with accurate and legible appointment cards.

Documents no shows in patients’ chart for missed visits

Follows up with patient to reschedule any missed appointments

Logs requests for off-sites and diagnostic studies

Maintains chronic clinic logs and ensures that appointments are scheduled according to DOC protocols

Input data for Federal Employee information on to their perspective contracts

Verified health insurance applications

Revised and maintained existing important filing systems

Processed member enrollment eligibility

Evaluated and handled customer inquiries

Assisted in editing documentation for meetings

Managed reconciliation of member information

Handled enrollment activities and outlined discrepancies

Promoted cooperation among team members to achieve an ongoing performance improvement regarding collective and company's goals

Co-Star Washington, DC November 2014 - July 2015

Market Research Specialist

Performed administrative duties and customer service functions

Data Entry

Call center (Outgoing)

Constituent Account Updates

Property Management People; American Humane Society Rockville, MD March 2014 - June 2014

Administrative Assistant

Monitored multiple databases to keep track of all company inventories

Successfully led key projects which resulted in the success of awareness of the population of animals

Effectively controlled the release of proprietary and confidential information for general client lists

Reviewed and provided comments on the adequacy of documents and took necessary steps to cure any deficiencies

American Diabetes Association Alexandria, VA May 2013 - June 2013

Data Entry Specialist

Verified that information in the computer system was up-to-date and accurate

Eliminated outdated records by sending the records to be scanned

Compiled statistical information for special reports

Created monthly reports for records, closed terminated records and completed chart audits

Organized billing and invoice data and prepared accounts receivable and expected revenue reports for controllers

Office of Unified Communications; City First Bank of DC Washington, DC March 2007 - January 2010 Call Center Representative/Tester/Receptionist

Assisted with the development of the call center's operations, quality and training processes

Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations

Formulated and enforced Service Center policies, procedures and quality assurance measures

Addressed customer service inquiries in a timely and accurate fashion

Collected customer feedback and made process changes to exceed customer satisfaction goals

Made reasonable procedure exceptions to accommodate unusual customer requests

Provided accurate and appropriate information in response to customer inquiries

Demonstrated mastery of customer service call script within specified timeframes

Increased meeting efficiency by developing meeting agendas

Maintained detailed administrative and procedural processes to improve accuracy and efficiency

Verified and logged in deadlines for responding to daily inquiries

Coordinated meetings with other department managers and served as main liaison between sales and engineering staff

Managed incoming and outgoing calls for busy Bank in Downtown DC

Technical Skills:

Kareo, Appointy, MS Office Applications, Salesforce, TapScan; Bacon's Mediasource, Factiva, Photoshop, Illustrator, HTML, UNIX, SQL, Epic,Teams, Dropbox, DocuSign, SharePoint

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