Customer Service Medical Assistant

Krystal Simmons

334-***-**** ****************@*****.***

Education

University of Phoenix, Online May 2014

Associate of Science Degree Accounting

Montgomery Job Corporation, Montgomery, AL May 2010

Certified Clinical Medical Assistant

Experience

09/2020- Present Everise Remote

Quality Assurance Specialist Pharmacy Resolution Specialist Broker Support Customer Service Representative

●Ensures that all calls adhere to the quality guidelines as set forth by the client and Everise

●Performs administrative duties that correlate with the client and Everise, from the development of training guides, PowerPoint presentations, and FAQs

●Monitors agent calls and provides coaching and feedback. Sends weekly metrics to all Supervisor staff to view performance-based metrics. Performs calibration calls with leadership to discuss any area of growth opportunities

●Handles high volume of incoming calls and responds appropriately based on customer need

●Assesses customer needs and educates customers on products and services.

●Utilizes and navigates multiple systems simultaneously.

●Evaluate and identify opportunities to drive process improvements that positively impact the client and the customer.

●Responsible for call disposition or compiling and documenting customer information as required.

●Service members and providers for Medicaid - including dual plans

●Provides extraordinary customer service to all members ensuring a first-call resolution.

●Cross trains in any department where there is a business need.

07/2019- 09/2020 MRS BPO, LLC Taylor, AL

Collections Agent

●Handled a high volume of calls with customer inquiries related to financial claims

●Transmitted claims for payment or further investigation of inquiry

●Educated customers on how to proceed with the claim process

●Managed customer database and updated account information as requested by the customer

09/2016- 07/2020 Enterprise Rent-a-Car Dothan, AL

Administrative Assistant and Driver

●Dispatched tickets and calls to other teams and departments

●Assisted management team with weekly reports and metrics

●Answered general customer service questions via phone, email, and chat

●Managed escalation queue and promptly met any SLA(s)

Skills & Abilities

collections

Communication

Leadership

Technical

●Hardware - All IBM, Compaq, Dell, Windows machines, IBM, Intel and Apple computers. Voice over IP devices (VoIP), Telecommunications, Cisco phones, wireless and routers. Apple Mac systems.

●Software - Microsoft Office 365, Data Entry (Alpha-Numeric, 50 wpm, 10 key by touch), Windows XP, Windows 2003 - 365 and better, Citrix, fax. VM ware, Bomgar, RDP, Service Now, Avaya phone systems, Active Directory, 3C Logic,

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