JEFFICA BRADLEY

Newport News, VA *****

ad3ike@r.postjobfree.com

757-***-****

Dedicated customer service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

As well as, a Customer service oriented professional with healthcare industry experience. Able to provide administrative support and function as the primary interface between the patient and the provider. Follow policies, procedures, and guidelines to assure consistent quality. Ability to discreetly manage substantial amounts of sensitive and confidential information. Work Experience

Customer Service Representative

WPS Health Solutions - Hampton, VA

August 2023 to February 2024

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

• Authenticated Providers and members to ensure the protection and safe transmission of PHI.

• Streamlined call center processes for improved efficiency and reduced wait times.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• Assisted customers in navigating company website and placing online orders, improving overall user experience.

• Interacted with doctors, medical administrators, and other professionals who have questions and concerns about compensation and reimbursement cases, or member eligibility inquiries.

• Managed high call volume, providing prompt assistance to customers seeking help with their healthcare services.

• Developed strong rapport with customers, fostering trust and loyalty to the company''s brand.

• Navigated complex databases and systems, retrieving accurate information to assist clients effectively.

• Collaborated with team members to share knowledge and develop best practices for customer support.

• Maintained detailed records of customer interactions, tracking trends to identify areas for improvement.

• Monitored performance metrics to ensure adherence to company standards and goals consistently met or exceeded expectations.

• Assisted customers in navigating online portals and applications, maximizing utilization of digital resources.

Licensed Insurance Agent

Teleperformance USA - Richmond, VA

May 2022 to June 2023

• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

• Successful Authentication of Providers and Members to ensure protection of EHR.

• Managed high call volume, providing prompt assistance to customers seeking help with their healthcare services.

• Streamlined procedures for quicker response times, improving overall customer experience.

• Developed strong rapport with customers, fostering trust and loyalty to the company''s brand.

• Adapted communication style for diverse clientele, ensuring clear understanding of information provided.

• Responded proactively and positively to rapid change.

• Delivered prompt service to prioritize customer needs.

• Exhibited high energy and professionalism when dealing with clients and staff.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Sought ways to improve processes and services provided.

• Investigated and resolved customer inquiries and complaints quickly.

• Educated customers about billing, payment processing and support. Customer Service Representative

Teleperformance USA - Richmond, VA

January 2022 to May 2022

• Increased customer satisfaction by addressing and resolving complaints in a timely manner.

• Enhanced company reputation by providing exceptional customer service and support.

• Contributed to team sales goals by upselling products and services to customers.

• Assisted member with their car insurance policy.

• Collected payments, set-up payment plans, providing billing information.

• Authenticated Members to ensure PHI is transmitted safely. Sales Associate

Olive Ole Clothing Store - Hampton, VA

January 2021 to January 2022

• Increased sales revenue by identifying and targeting high-potential accounts.

• Expanded customer base through cold calling, networking, and relationship building.

• Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.

• Generated additional sales opportunities with upselling and cross- selling techniques.

• Stocked merchandise, clearly labeling items, and arranging according to size or color.

• Answered customer questions about products and services, helped locate merchandise, and promoted key items.

• Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.

• Engaged in friendly conversation with customer to better uncover individual needs.

• Listened to customer needs and desires to identify and recommend optimal products.

• Managed efficient cash register operations.

• Opened, shelved and merchandised new products in visually.

• appealing and organized displays for optimal sales promotions.

• Built customer loyalty and retention by delivering excellent shopping experiences. Patient Care Aide

Home Care Advantage, LLC - Newport News, VA

January 2020 to September 2020

Improved client comfort by providing exceptional personal care and maintaining a clean, safe environment.

• Enhanced client well-being by assisting with daily activities such as bathing, dressing, and grooming.

• Promoted independence with structured routines and clear communication to support clients in their daily lives.

• Ensured timely medication administration, managing accurate records of dosages and schedules for multiple clients.

• Contributed to a positive home atmosphere by engaging clients in conversation and recreational activities tailored to their interests.

• Collaborated with healthcare professionals to develop individualized care plans addressing each client''s specific needs.

• Facilitated client transportation to appointments, ensuring punctuality while providing emotional support during visits.

• Managed household chores efficiently, enabling clients to enjoy a clean living space without added stress or physical strain.

• Assisted clients with meal planning and preparation, taking into consideration dietary restrictions and preferences for optimal nutrition.

• Provided respite care for families, allowing them the opportunity to recharge while ensuring their loved one received consistent quality care.

• Adapted quickly to new client situations, building rapport through active listening skills and an empathetic approach towards individual needs.

• Assisted with daily living activities, running errands, and household chores. Sales Associate

Rite Aid - Hampton, VA

January 2019 to March 2020

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

• Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.

• Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store

environment.

• Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.

• Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.

• Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.

• Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.

• Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.

• Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.

• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.

• Helped customers locate products and checked store system for merchandise at other sites.

• Prepared merchandise for sales floor by pricing or tagging.

• Rotated stock and restocked shelves to maintain product availability and store appearance.

• Managed returns, exchanges and refunds in accordance with store policy.

• Answered customer questions about sizing, accessories, and merchandise care.

• Maintained calm demeanor and professionally managed issues in busy, high-stress situations. Cashier/Waitress

Captain D's Seafood Restaurant - Jefferson, VA

November 2018 to September 2019

• Enhanced customer satisfaction by providing efficient and accurate checkout services.

• Assisted with restocking shelves and inventory management to keep the store well-stocked and appealing to customers.

• Provided exceptional customer service, addressing customer inquiries and resolving issues promptly.

• Collaborated with team members to maintain a positive work environment and boost employee morale.

• Streamlined payment processes by proficiently utilizing point-of-sale systems, cash registers, scanners, calculators, and other equipment as required.

• Demonstrated flexibility by working various shifts including weekends, holidays or evenings when required.

• Met customer needs through polite, friendly and attentive service.

• Cleaned and sanitized cashier workstation and scanning area.

• Worked with other associates to support cashiers and management needs.

• Cleaned, swept, mopped, and disinfected shop area to maintain customer safety and health.

• Answered questions about restaurants policies and addressed customer concerns.

• Removed trash, swept, and mopped floors for professional appearance.

• Packed customer orders into boxes and bags,

• Performed cash, card and check transactions to complete customer purchases.

• Operated cash register to record transactions accurately and efficiently.

• Handled cash with high accuracy and took care to check bills for fraud.

• Used POS system to enter orders, process payments and issue Receipts. Sales Associate

Dollar Tree - Newport News, VA

November 2018 to July 2019

• Enhanced customer satisfaction by providing efficient and accurate cash transactions.

• Streamlined checkout process for increased efficiency and reduced waiting times.

• Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.

• Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.

• Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.

• Handled multiple payment methods securely, minimizing discrepancies and potential losses.

• Resolved customer complaints professionally, leading to improved customer relations and loyalty.

• Exceeded productivity goals through consistent attention to detail and organization during busy shifts.

• Promoted store promotions and incentive programs to increase overall sales revenue.

• Prevented loss by vigilantly monitoring potential theft or fraud situations instore.

• Ensured compliance with company policies and procedures while processing transactions efficiently.

• Contributed to store success by maintaining high standards of cleanliness throughout the facility.

• Proactively addressed long lines by opening additional registers when necessary, enhancing customer experience.

• Greeted customers entering store and responded promptly to customer needs.

• Built relationships with customers to encourage repeat business.

• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

• Welcomed customers and helped determine their needs.

• Worked flexible schedule and extra shifts to meet business needs.

• Helped customers complete purchases, locate items, and join reward programs.

• Restocked and organized merchandise in front lanes.

• Counted money in cash drawers at beginning and end of shifts to maintain accuracy.

• lStocked, tagged and displayed merchandise as required.

• Assisted customers with returns, refunds and resolving transaction issues.

• Answered questions about store policies and addressed customer concerns.

• Worked closely with shift manager to solve problems and handle customer concerns.

• Tallied cash drawer at beginning and end of each work shift. Education

Associate's degree in Health Science

Ultimate Medical Academy-Tampa - Tampa, FL

December 2020 to June 2022

High school diploma

Pen foster high - Scranton, PA

June 2019 to June 2020

Skills

• Authentication

• Databases

• Customer service

• Email management

• Data entry

• Remote work capabilities

• CRM software

• Microsoft applications

• Medical terminology knowledge

• Documentation

• Written communication

• Telephone etiquette

• HIPAA Compliance knowledge

• Multi-line phone systems

• Medical administrative assistant

• Medical transcription

• Patient processing

• Patient registration

• Medical record management

• Check-in/check-out

• Medical laws & ethics

• CMS 1500 claim form

• Billing cycle

• Claims appeal process

• Medical billing knowledge

• Third party billing

• Medicare

• Medicaid

• HMO

• PPO

• PPO

• Basic Coding Skills for ICD-10 & CPT

• Insurance Verification

• Anatomy & Physiology Customer Service

• Advanced Computer Knowledge

• Microsoft Office

• Written and Verbal Communication Critical Thinking

• Active Listening

• Data Analysis

• Time Management

• Conflict and Problem Resolution

• Adaptability

• Training

• Leadership

• Empathy

• Detailed Oriented

• Multitasking

• Documentation

• PoS/ PoS Systems

• Authentication and Verification

• Email Configuration

• Basic Technical Troubleshooting

• Claims Processing

• CRM/CRM Software ( Salesforce, Citrix, LCAT)

• Dispatch

• Dispatch

• KPIs( AHT, QA, CSAT

• Telecommute/ Remote Experience

• Insurance and Coverage Skills

Contact this candidate