Team Lead Service Representative
Resume:
Mikaya Donald
Killeen, TX, **543
************@*****.***
SKILLS
●Excel
●Microsoft Offices
●Avaya
●Operating Dual Interfaces
●Account Management
●Availity
EXPERIENCE
Buffalo Wild Wings, Brownwood, TX- Hostess/Cashier
April 2015- May 2016
● Responsible for managing the front of the house, seating and greeting customers, and taking orders.
● Ensuring the efficient flow of orders from the waiters to the kitchen. Ensuring orders are being prepared with the correct priority .Assisting in the final preparation of dishes.
● WCT- Wing Certified Trainer- to train new crew members, making sure they were fully informed of all of the policies and duties required of a host.
Teleperformance(Humana Insurance), Killeen, TX- Customer Service Representative, SME( Subject Matter Expert) Team Lead
September 2016 - May 2020
●Certified in the following skill set,Verification of Benefits, Pharmacy, Billing and Enrollment, Claims and Web
●Responsible for answering inbound calls for Medicare members and assisting with any issue
●SME(Subject Matter Expert): Assisting and answering questions with New hire onboarding/training, coaching and development .
●Team Lead: Responsible for overseeing team metrics alongside a supervisor. Assisted with call screening for quality, training purposes and coaching opportunities.
●
Majorel(Apple, Inc), Luxembourg City - Online Order Support
September 2020 - January 2021
●Assisted with online orders inquiries to include tracking and shipping.
● Provided product knowledge on current and upcoming new products.
●Order Replacement, Exchanges, and Refunds for lost or damaged orders.
ADT Security, Irving, TX- Account Management Representative October 2021 - April 2022
●Managed customer retention by analyzing the reason for canceling forming a corrective plan to ensure future patronage /Finalizing cancellation in the event that the customers needs could not be met.
●Upgraded current systems for customers and additional equipment customers seek. As well as offering discounts for customers.
●Assisted with billing and payment disputes .
●Set up appointments for service calls for troubleshooting for customers having issues with the security systems .
Baylor Scott and White, Killeen, TX - Claims Adjudication Advocate July 2022 - October 2024
●Responded to provider’s benefit-related issues and questions, responding to questions on corporate policies and guidelines, timely filing, account receivables, claims processing, etc.
●Comply with corporate, division, and team policies and guidelines.
●Educate providers on electronic technology and track trends for process improvements
●Internal career pathing with individual mentorship, networking and events.
●Reprocessing Claims for proper adjudication per company guidelines.
EDUCATION
Killeen High School, Killeen, TX - High School Diploma
August 2010 - June 2014
Howard Payne University, Brownwood, TX- Bachelors (Nursing)
August 2014 - May 2016
Auguste Escoffier, Austin, TX- Pastry Chef
June 2021-Current
Contact this candidate