Customer Service Advocate
Resume:
Latasha Gaynor
Temple Hills, MD *****
************@*****.***
Hardworking, detail-oriented and tenacious in developing and pursuing solutions to customer concerns. Adept at balancing company objectives with customer desires. Level- headed and positive in every customer interaction. Enthusiastic and energetic Customer Advocate looking for a dynamic, fast-paced position. Exceptional multitasking, prioritization and organizational abilities. Adaptable and focused with an unparalleled work ethic and dedication to providing top-notch customer service. Self-motivated customer service team member passionate about utilizing skills to maximize customer retention. Highly accurate and efficient with strong investigation, problem-solving and critical thinking skills. Expert in correcting issues with little oversight and bringing more than 15 years' experience in Customer Service and Insurance Industry Driven to go above and beyond requirements to satisfy customers and promote loyalty. Proficient in building long-lasting relationships and utilizing consultative sales techniques. Tactful Customer Advocate and expert in insurance research. Proficient in communicating with colleagues as well as customers. Proven to use consumer data to develop concrete recommendations for improving satisfaction with services. Detailed Client Service Associate known for having great organizational skills.
Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Work Experience
Customer Advocate
CareFirst - Washington, DC
April 2020 to Present
• Answered incoming calls and emails, providing frontline customer support or assistance with insurance issues and service problems.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
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• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Answered inbound calls, chats and emails to facilitate customer service.
• Demonstrated excellent communication skills in resolving insurance and consumer complaints, involving non payment, payment check traces, requesting new payments for missed or lost payments
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Consulted with customers to resolve service and billing issues.
• Set up and activated customer accounts.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Fielded customer complaints and queries, fast-tracking for problem resolution.
• Used proven techniques to de-escalate angry customers during telephone interactions.
• Made outbound calls to obtain account information.
• Improved customer service wait times to mitigate complaints.
• Mentored new employees on procedures and policies to maximize team performance. Customer Service Representative
MedStar Health - Chevy Chase, MD
March 2019 to April 2020
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Answered inbound calls, chats and emails to facilitate customer service.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• Developed strong customer relationships to encourage repeat business.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Set up and activated customer accounts.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
• Fielded customer complaints and queries, fast-tracking for problem resolution.
• Used proven techniques to de-escalate angry customers during telephone interactions.
• Made outbound calls to obtain account information.
• Improved customer service wait times to mitigate complaints.
• Mentored new employees on procedures and policies to maximize team performance. Certified Nursing Assistant
Pineview Nursing and Rehab Center - Clinton, MD
June 1992 to April 2020
• Answered signal lights, bells or intercom systems to determine resident needs.
• Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
• Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
• Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
• Observed and reported unusual symptoms and changes to charge nurse.
• Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
• Assisted residents with bathing and dressing to promote personal hygiene.
• Used mobility devices to transport patients.
• Helped residents walk with or without self-help devices.
• Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
• Distributed drinking water and nourishment to residents.
• Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
• Assisted residents in preparing for activities and social programs.
• Exhibited compassionate care and communication regarding issues surrounding death and dying.
• Managed and maintained patient rooms, shared-living areas and nursing stations.
• Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
• Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
• Supported non-ambulatory residents in range of motion exercises.
• Documented activities and recorded information in EMR system.
• Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
• Examined and treated patient lacerations, contusions and physical symptoms and referred patients to other medical professionals.
Medical Assistant
Kaiser Permanente - Temple Hills, MD
May 2004 to January 2013
• Scheduled appointments for patients via phone and in person.
• Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
• Measured vital signs and took medical histories to prepare patients for examination.
• Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
• Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
• Organized charts, documents and supplies to maintain team productivity.
• Cleaned and maintained medical equipment following procedures and standards.
• Documented notes during patient visits.
• Responded to patient callbacks and phone-in prescription refill requests.
• Educated patients about medications, procedures and physician's instructions.
• Secured patient information and maintained patient confidence by completing and safeguarding medical records.
• Contacted pharmacies to submit and refill patients' prescriptions.
• Assessed, documented and monitored vital signs for patients within outpatient setting.
• Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analysis.
• Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
• Maintained inventory, vaccination and product expiration logs to record updated documentation for tracking purposes.
• Conducted insurance verification and pre-certification and pre-authorization functions.
• Incorporated outside records into charts and EHR.
• Collaborated with local pharmacies to resolve and clarify issues with patient medication.
• Labeled and completed lab requisitions using ICD and CPT coding.
• Followed principles of asepsis and infection control to meet patient safety guidelines.
• Performed preliminary physical tests to accurately record results in patient history summary. Education
Associate of Science in Nursing
Harrison Center For Career Education - Washington, DC August 2001 to August 2001
Skills
• Microsoft Office expertise
• Persuasive communication
• Customer service
• Call Center Operations
• Resolving conflicts
• medical terminology
• Cross-functional collaboration
• English
• insurance regulations knowledge
• Phone etiquette
• Insurance Expertise
• Consumer research
• Credit card payment processing
• Quality assurance controls
• Office equipment proficiency
• Document review skills
• Technologically savvy
• Stockroom procedures
• Data entry
• Data evaluation
• Communication skills
• Customer relations
• Quality control
• Promotional support
• Inbound and Outbound Calling
• Schedule mastery
• High-energy attitude
• Customer services
• Billing inquiry resolution
• Educating customers
• System implementation
• Conflict mediation
• Report creation
Certifications and Licenses
CPR Certification, Licensed Practical Nurse
CPR Certification
State Tested Nursing Assistant
BLS Certification
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