Customer Service Call Center

Iesha Coates

**** * **** ****** **** Point NC 980-***-**** *************@*****.***

PROFESSIONAL PROFILE

Well-rounded professional backed by management, collections, administrative assistant, call center, and customer service experience. Able to provide timely and accurate data to ensure reimbursement for patient services. Follow policies, procedures, and guidelines to ensure consistent quality. Maintain and assure patient privacy and confidentiality.

High Academic Honors Recognition – Dean's List Honor Roll.

Ultimate Medical Academy – HIPAA Essentials for Healthcare Professionals Certificate.

Manage deadlines and meet quality standards with accuracy and consistent attention to detail.

Ability to work independently and prioritize workload according to project goals and objectives.

Adapt to new challenges and ideas and able to develop relationships with diverse populations.

Communication Platforms – Zoom and MS Teams.

Microsoft Office Applications – Word, Excel, Outlook, Access, and PowerPoint Type 65 WPM. KEY QUALIFICATIONS

Medical Practice Management Systems Medical Terminology Medical Records HIPAA Compliance Insurance Verification Insurance Claim Processing Reimbursement Processing Revenue Cycle Management Medicare / Medicaid Government Payers Third Party Payers CPT & ICD-10 Coding Medical Billing Medical Office Medical Administrative Patient Registration Data Entry EDUCATION

Ultimate Medical Academy Associate of Science Degree / Health Sciences – Medical Office and Billing Specialist,2025 Ultimate Medical Academy Diploma – Medical Office and Billing Specialist, 2024 PROFESSIONAL EXPERIENCE

Alorica Call Center – Highpoint, NC 11/2024 – Present Customer Service Representative

Serve as initial contact, answer inbound calls, and respond to customer inquiries.

Enter customer account data and communicate in a clear and concise manner.

Identify customer needs, provide resolutions to problems, and follow established procedures.

Document activity in customer accounts in an accurate manner and ensure confidentiality. Robert Half Staffing – Gastonia, NC 12/2022 – 04/2023 Data Entry Clerk

Entered and processed data, compiled, sorted, and verified accuracy of data, and checked batches for errors.

Operated a variety of office machines and performed clerical and administrative duties.

Maintained logs of activities and finished work and stored completed documents in appropriate locations. Chime Solutions Call Center – Charlotte, NC 07/2022 – 11/2022 Customer Service Representative

Handled inbound and outbound telephone calls, answered inquiries, and provided assistance.

Enrolled customer into Blue Cross and Blue Shield health insurance and made changes to healthcare plan.

Entered customer account data and communicated in a clear and concise manner.

Documented activity in customer accounts in an accurate manner and ensured confidentiality. S&S Activewear – Mcdonough, GA 02/2022 – 06/2023

Package Handler

Accurately read labels, verified numbers, memorized and carried out instructions.

Completed tasks in the required time limits with high levels of accuracy.

Examined and inspected containers, materials, and products to ensure that packing specifications were met. Iesha Coates Cont.

Alure CO – Mcdonough, GA 03/2021 – 12/2021

Administrative Assistant

Successfully provided expertise in company shipping software and labeling system.

Placed products into containers, using hand tools and equipment, or filled containers from spouts or chutes.

Documented product, packaging, and order information on specified forms and records. Visible Supply Chain Management – Fairburn, GA 11/2018 – 01/2020 Manager

Supervised team members, created schedules, hired and trained new employees, and delegated tasks.

Assisted with payroll and logged it into the CMS system training and scheduling.

Addressed issues in a professional manner and resolved staff and customer service problems.

Built relationships and stayed attentive to employees by motivating them to succeed and improve. Thaxton Global Inc. – Atlanta, GA 11/2016 – 02/2018 Customer Service Representative

Served as initial contact, answered inbound calls, and responded to customer inquiries.

Entered customer account data and communicated in a clear and concise manner.

Documented activity in customer accounts in an accurate manner and ensured confidentiality. Allied Collection Agency – Trevose, PA 04/2015 – 04/2016 Collection Representative

Resolved delinquent accounts while providing quality customer service on inbound and outbound calls.

Made arrangements with customers to pay balance in full or set up payment plans.

Deescalated customer conflicts while maintaining professionalism and strong customer service.

Complied with Fair Debt Collection Practices Act (FDCPA) provisions and state collection laws.

Documented collection activity in database in a concise and accurate manner.

Safeguarded private and confidential information. Staff Mark Agency – Trevose, PA 02/2015 – 03/2015

Office Receptionist

Greeted visitors, answered incoming phone calls, and directed customers to appropriate representative or department.

Coordinated day-to-day administrative office activities.

Followed policies, procedures, and guidelines to assure consistent quality. Robert Haff International – Trevose, PA 12/2014 – 01/2015 Data Entry Clerk

Entered and processed data, compiled, sorted, and verified accuracy of data, and checked batches for errors.

Maintained logs of activities and completed work and stored completed documents in appropriate locations.

Adhered to policies, procedures, and guidelines, and handled confidential information. Prior employment includes work at ICT International Corporation Technology as a Customer Service Representative Volunteered as a Caregiver in Atlanta, GA from 05/2016 – 11/2016

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