Ebony Harris-Gaither

Henrico, VA *****

adw255@r.postjobfree.com

+1-804-***-****

Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Authorized to work in the US for any employer

Authorized to work in the US for any employer

Work Experience

Cashier/Customer Service

Ollie's Bargain Outlet - United States

October 2022 to Present

1. Frontend cashier who is responsible for running the POS system while while giving exceptional customer service. Also assist with re-shop as well as stocking to maintain store inventory. Front Desk Receptionist/Call Center

Commonwealth Eye Care Associates - United States

February 2022 to August 2022

Answered high volume calls and provided customer service support. Schedule appointments and verified insurance information. Entered and updated patient demographics and obtain prior authorizations. Member Service Representative (Call Center)

Magellan Complete Care

September 2018 to January 2022

Actively listened and probed callers in a professionally and timely manner to determine purpose of the call.

Researched and articulately communicated information regarding member eligibility, EAP devices, claim status, and authorization inquiries to callers while maintaining confidentiality. Resolved customers administrative concerns as the first line of contact- this included claims resolution and other expressions of dissatisfaction.

Informed providers and members on Appeal process.

Participated in activities as requested to help improve Care Center performance, excellence and culture. Provided information regarding in-network and out-of-network providers and facilities. Senior Member Service Advisor/Office/Call Center

Health Savings Administrators - Richmond, VA

October 2014 to February 2018

Assisted with the development of the call center's operations, quality and training processes. Provided accurate and appropriate information in response to customer inquiries. Supervised and trained all staff on multiple Customer Service products. Coordinated all department functions for team of 7 employees. Provided onsite training.

Successfully led key projects.

Coordinated meetings with other department managers and served as main liaison between Tsys Debit Card

Company.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Trained staff on how to improve customer interactions. Administrative, Call Center

Va Dept of Health Professions - Glen Allen, VA

May 2014 to October 2014

Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met. Update patient information for Healthcare provider. Apply copays to patient files.

Look up License numbers of Doctors and Nurses.

Properly directed inbound calls in phone queues to improve call flow. Quality Assurance/ Banking Call Center

Capital One - Glen Allen, VA

May 2011 to April 2014

Provided detailed monthly departmental reports and updates to senior management. Monitored several lines of business to ensure government regulations are being followed with agents taking

Credit Card collection phone calls.

Trained internal staff on new system that was implemented to ensure better quality on monitors. Exceeded departmental goals and maintained high levels of productivity. Quality Assurance, Customer Care New Hire Trainer

T-Mobile Call Center - Glen Allen, VA

August 1999 to April 2011

Trained staff on how to improve customer interactions. Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met. Formulated and enforced Service Center policies, procedures and quality assurance measures. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Provided a high level of product and leadership support to representatives and clients. Effectively communicated with team members to maintain clearly defined expectations. Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction. Education

High school diploma

J Sargeant Reynolds Community College, Dentistry - Richmond, VA 1994

High School Diploma

Watertown High School - Watertown, NY

1993

Skills

• Research

• Process improvement

• Account management

• Quality assurance

• Administrative experience

• Payroll

• Leadership

• Supervising experience

• Customer service

• Organizational skills

• Communication skills

• Cash handling

• Microsoft Office

• CRM Software

• Strategic Planning

• Salesforce

• Negotiation

• Interviewing

• Mentoring

• SAP

• Merchandising

• Human Resources

• Microsoft Outlook

• Analysis skills

• Microsoft Excel

• Computer skills

• ICD-10

• Documentation review

• ICD-9

• Microsoft Word

• Laboratory experience

• Optical experience

• Medical terminology

• Typing

• CPT Coding

• Medical Records

• Medical Coding

• Medical Billing

• EMR Systems

• Insurance Verification

• HIPAA

• Care plans

• Front desk

• Multi-line phone systems

• Technology sales

• Upselling

• Phone etiquette

• Cashiering

• Sales

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