Customer Service Call Center

RAKIYA SPELLMAN

**** ***** ******* ****** ****, AR 71801 870-***-**** ****************@*****.*** PROFESSIONAL PROFILE

Client-centered professional with call center, retail, and customer service experience. Able to assess, help plan, and advocate for options and services. Equipped with skills necessary to provide support to vulnerable populations. Communicate effectively to meet individual needs and coordinate available resources. Ensure strict adherence to HIPAA guidelines.

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

Ultimate Medical Academy – HIPAA Essentials for Healthcare Professionals Certificate

Well-organized, able to manage time and priorities in multi-task environments.

Work well as part of a team and maintain a professional and positive environment.

Determine solutions to resolve customer concerns to de-escalate situations.

Professional Software – Cengage.

Communication Platforms – Zoom and MS Teams.

Microsoft Office Applications – Word, Excel, Outlook, and PowerPoint Type 40 WPM with 100% accuracy. KEY QUALIFICATIONS

Advocacy Vulnerable Populations Intervention Strategies Behavioral Health Intervention Community Resources Health and Human Services Medical Administrative Assistant CMS 1500 Claim Form Medical Records Management Medicare Medicaid EDUCATION

Ultimate Medical Academy Associate of Science Degree – Health and Human Services, 2025 Ultimate Medical Academy Associate of Applied Science Degree / Health Sciences – Medical Administrative Assistant, 2023 University of Hope and Texarkana Bachelor’s Degree – Child Development, 2017 EDUCATION HIGHLIGHT

Ultimate Medical Academy – Hope, AR 01/2024 – 03/2025 Full Time Student: Health and Human Services

Introduced to the following concepts:

Assisting, supporting, and advocating for vulnerable populations in various healthcare settings.

Obtaining resources and referrals for public and private services.

Critical thinking and communication skills to resolve community needs.

Intervention strategies, wellness, and self-care.

HIPAA guidelines related to privacy and security of private and sensitive information.

Program emphasized ethics, communication, and problem resolution skills. VOLUNTEER EXPERIENCE

Volunteer by providing meals to vulnerable populations at OES Rosemary 190 Volunteer as a private caregiver

Volunteer by providing support and meals to low-income communities at Unstoppable Queenz WORK EXPERIENCE

TMone LLC – Iowa City, MO 08/2022 – 12/2022

Customer Service Representative – Call Center (Remote)

Managed incoming and outgoing phone calls.

Input and updated data via company software – Cengage.

Determined charges for services requested, collected payments, and arranged for billing.

Took action and followed up to ensure timely and efficient problem resolution.

Used communication platforms such as MS Teams and Microsoft Office Applications such as Outlook. Rakiya Spellman (Cont.)

Alorica Verizon – Hope, AR 11/2021 – 07/2022

Customer Service Representative – Call Center (Remote)

Managed incoming and outgoing telephone calls, explained promotions, and handled upgrades.

Processed billing payments and provided technical support when requested.

Responded to questions, provided information, and ensured quality customer service.

Documented activities and interactions in an accurate and thorough manner.

Maintained confidentiality of private information. Super 1 Foods – Hope, AR 11/2018 – 01/2022

Retail Cashier / Customer Service

Served as direct point of contact and delivered excellent customer service with a positive attitude.

Operated cash register, scanned merchandise, accepted payments, ensured accuracy of cash drawer, stocked shelves, and kept work area clean and organized.

Worked as part of a team and interacted with diverse customers and staff members. Granny’s Babies Daycare Center – Hope, AR 10/2017 – 11/2018 Childcare Provider

Ensured high priority of health and safety of the children.

Established appropriate limits to provide a fun, safe, and positive experience.

Documented and maintained records of daily activities.

Set a positive example in conduct and maintained safety and cleanliness of the establishment.

Communicated with parents or guardians regarding daily activities, behaviors, and related issues. Prior work history includes 3 years of Retail Cashier / Customer Service experience at Walmart in Hope, AR

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