Customer Service Work-From-Home

MALAIYA DANIELLE VINCENT

770-***-**** ************@*****.*** Remote, USA

CAREER SUMMARY

Detail-oriented and tech-savvy professional with over 7 years of experience in remote administrative, customer service, and patient services roles. Known for delivering excellent service, resolving issues quickly, and supporting cross-functional teams through clear communication and reliable execution. Seeking a fully remote opportunity to continue driving results and supporting operations through strong organizational and problem-solving skills. AREAS OF EXPERTISE

Microsoft Office Administrative Support Remote Support Work-From-Home (WFH) EMR/EHR Appointment Scheduling CRM Insurance Verification HIPAA Compliance Data Entry Time Management Quickbooks Process Improvement Verbal/Written Communication Skills Professionalism Deadline-Oriented Attention to Detail Performance Improvement Cross-Functional Support PROFESSIONAL EXPERIENCE

Customer Service Representative 2022-2024

Alorica

Provided remote customer support to clients nationwide, managing a high volume of inbound and outbound calls, emails, and chats in a fast-paced virtual environment.

Resolved service issues, billing concerns, and technical inquiries with professionalism and empathy, maintaining a strong focus on customer satisfaction and first-call resolution.

Handled account maintenance, order updates, and troubleshooting through secure CRM platforms while adhering to company data privacy standards.

Consistently met or exceeded performance metrics including call handling time, resolution rate, and customer satisfaction

(CSAT) scores.

Documented all interactions accurately in the company’s CRM system, contributing to clear service histories and seamless issue tracking.

Adapted quickly to evolving remote procedures, tools, and team communication protocols, ensuring productivity and team alignment from a home-based setting.

Participated in virtual team meetings, training sessions, and one-on-one coaching to continually enhance service delivery and performance.

Patient Services Rep II (Remote) 2017-2021

Dermatology Associates of GA

Delivered high-quality patient support remotely, managing appointment scheduling, intake coordination, and insurance verification for a multi-provider dermatology practice.

Handled a high volume of inbound and outbound calls and messages related to new patient inquiries, referrals, and ongoing treatment plans.

Verified insurance coverage and obtained necessary authorizations and pre-certifications, reducing claim delays and improving patient satisfaction.

Collected and accurately entered patient demographic, clinical, and billing information into the electronic medical records

(EMR) system.

Provided detailed pre-visit instructions, managed telehealth logistics, and ensured smooth patient onboarding for in- person and virtual appointments.

Collaborated with clinical staff and billing departments to resolve patient concerns, coordinate follow-up care, and streamline workflows.

Maintained strict confidentiality of patient information and adhered to HIPAA guidelines in a fully remote setting.

Supported department performance goals by proactively assisting with coverage gaps, cross-training, and process documentation.

Bookkeeper (Remote/WFH) 2016-2017

Jack of all Fades Barbershop

Managed daily financial transactions including recording income, tracking expenses, and reconciling accounts using QuickBooks.

Prepared and maintained accurate financial records, general ledgers, and monthly balance sheets for owner review.

Processed payroll, calculated barber commission splits, and ensured timely disbursement of payments.

Generated invoices, monitored accounts receivable/payable, and followed up on outstanding balances.

Produced monthly financial reports and cash flow statements to support business decision-making.

Ensured compliance with state and local tax requirements, including sales tax submissions and annual reporting.

Collaborated directly with the owner to provide budget forecasts, expense tracking, and vendor payment oversight.

Maintained secure digital filing systems for receipts, contracts, and bank statements in a remote work environment. EDUCATION/CERTIFICATIONS

Mundy’s Mill High School/High School Diploma

BLS Certification

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