Porshia Reed

Belzoni, MS

662-***-****

ad28b7@r.postjobfree.com

Dedicated customer service professional with years of experience in a fast-paced environment seeking a stimulating position in both a growth and goal-oriented customer service or healthcare establishments that will allow me to utilize and acquire new skills to further my career. I have handled a wide range of contact methods while accurately documenting customer issues and providing first class service with every interaction.

SKILLS

- Zendesk - 48 WPM - POS Systems - HIPPA - All Microsoft Office

- Salesforce - CRM - Genysis - MARS - Medical Terminology

- Vital Signs - Key Holder - Citrix - CallSelect - Clerical Support

- Medicare - EPIC - WGS - Macess - Fraud Detection

EXPERIENCE

Concentrix: Customer Service Manager 08/2020 to 11/2023

Accurately and confidently handling various types of customer inquiries while engaging and building a consultative relationship in a fast-paced call center environment. Performed internal audits of provider records, ensuring accuracy against rosters while coordinating arrangements involving high profile provider groups and hospital systems joining the network. Serves as the go-to with matrix partners to resolve interpretation issues and ensure timely turnaround. Submitted all necessary documents for compliance training for up to a team of 10+ employees while training on products, services, and protocols to reduce process gaps. Complied with procedures and policies to maximize team performance while implementing a knowledge base, resulting in a 20% reduction in common support inquiries.

Vaco: Data Entry Specialist 07/2019 to 08/2020

Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction. Set attainable daily, weekly, and monthly goals and game plans for the grievance department while cross-training new team members, resulting in 17% increase in customer satisfaction ratings. Successfully multitasked while navigating various functions of the company’s service management system while volunteering to handle complaints and issues for managers during busy time periods. Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor.

Southwest Airlines: Customer Service Rep II 01/2017 to 06/2019

Responsible for navigating up to 150 inbound calls in a fast-paced call center environment while responding to requests regarding billing, change of service, and technical questions and problem resolution related to the customers travel itinerary. Demonstrated a strong record of accomplishments for working collaboratively on cross-functional and cross-culture teams, maintaining quality control/ satisfaction records seeing new ways to improve service. Achieved a 98% rate through effective issue resolution and proactive communication. Identified date entry errors and reported to necessary departments. Utilized Net Promoter Score (NPS) surveys, achieving an average score of 35+.

EDUCATION

Humphrey’s Country High School: Diploma

Grantham University: Associate of Science: Medical Biling and Coding