Customer Service Quality Assurance
Resume:
C O N T A C T
********@*****.***
Broadway, NC 27505
DARISBER DAVIS
S U M M A R Y
Experienced and results-driven Customer Service Leader with over 10 years of proven success in delivering exceptional service across multiple channels, including online, phone, and in-person. Adept at managing diverse teams, resolving complex customer issues, and driving continuous improvements in customer satisfaction. Skilled in workflow optimization, coaching teams to achieve high standards, and fostering long-term customer relationships. Strong background in healthcare and laboratory settings with expertise in insurance services, patient coordination, and specimen processing. Customer-focused Client Support Professional Specialist with experience in managing complex client issues, improving customer satisfaction, and driving growth. Strengths include strong problem-solving skills, ability to prioritize tasks under pressure, and deep understanding of customer service principles. Notably impacted previous work through implementation of innovative support strategies and enhancement of team productivity. E X P E R I E N C E
Duke Health January 2024 - Current
S K I L L S
Provide laboratory support, including animal health evaluation, cage census, husbandry, and biosafety monitoring.
Perform microbiological monitoring according to established procedures and guidelines.
Execute routine euthanasia of laboratory animals in compliance with AVMA standards.
Antech Diagnostics July 2023 - December 2023
Processed and labeled specimens for various diagnostic tests while adhering to strict quality assurance (QA) and safety protocols. Built and labeled laboratory equipment, managed Chemistry loads, and maintained equipment.
Ensured accuracy and quality of specimens for lab analysis. Aston Carter May 2021 - January 2023
Acted as a liaison between patients, providers, and insurance companies to facilitate seamless communication and support throughout the treatment approval process.
Resolved escalated service issues with professionalism and efficiency, providing consistent support for high-volume patient caseloads. Maintained accurate documentation and followed up on pending authorizations, appeals, and benefit determinations to reduce delays in patient care. Experienced and results-driven Customer Service Leader with over 10 years of proven success in delivering exceptional service across multiple channels, including online, phone, and in-person.
Adept at managing diverse teams, resolving complex customer issues, and driving continuous improvements in customer satisfaction.
Skilled in workflow optimization, coaching teams to achieve high standards, and fostering long-term customer relationships. Strong background in healthcare and laboratory settings with expertise in insurance services, patient coordination, and specimen processing.
Bilingual (Spanish- English)
Client & Provider Communication
Problem Solving & Service Resolution
Escalation Management & Issue
Resolution Workflow Optimization
Data Entry and Records
Management
Computer Proficiency
Remote Work and Virtual
Communication Skills
Team Leadership and Staff
Coordination
Attention to Detail and Process
Accuracy
Medical Insurance
Coordination Verification of Benefits
(VOB) Medical Claims
Billing Processing & Documentation
International Medical Billing Logistics
Patient Evacuation Logistics
Guarantee of Medical Benefits
(GMB) Issuance High-Volume Call
Handling (Inbound/Outbound)
High-Volume Email Management
HIPAA Compliance
Cash Handling and POS System
Management Invoice and Check
Processing
EHR Systems & Insurance Portals
Inventory Management and Supply
Stocking
Mail Handling and Office
Administrative Support
Active Listening and Empathetic
Communication
Multitasking and Time Management
Deliveries Management
Comparative Medicine Specialist
Lab Technician
Patient Coordinator
Ilana's Care Staffing Agency August 2017 - December 2018 Processed work applications, coordinated mail orders, and maintained accurate records of applicant and employee files.
Managed the processing and tracking of invoices and checks, maintaining accuracy and confidentiality.
Provided high-level customer service support to applicants, employees, and clients, ensuring timely resolution of inquiries.
Repstocked and organized agency supplies to ensure smooth daily operations. Prepared and organized outgoing mail, ensuring timely and efficient delivery. Subway December 2017 - August 2018
Supervised daily operations, ensuring efficient workflow, customer satisfaction, and team performance.
Handled POS payment processing and managed cash handling procedures with accuracy and accountability.
Oversaw food preparation, food safety compliance, and proper food handling and serving standards.
Coordinated and managed deliveries, verifying order accuracy and maintaining supply levels.
Monitored and updated inventory, ensuring timely stocking of supplies and minimizing waste.
GMMi December 2018 - May 2021
Coordinated high-priority medical inquiries, patient evacuations, and international medical bill processing to ensure timely and accurate support for clients and providers.
Conducted thorough verification of benefits (VOB) and processed insurance claims in alignment with policy terms and coverage guidelines. Managed high-volume communications, including inbound/outbound calls, emails, and faxes, ensuring efficient handling of insurance-related service requests. Delivered clear and timely Guarantees of Medical Benefits (GMBs) and responded to service-related inquiries, providing tailored solutions and guidance to both patients and healthcare providers.
Associate Degree
Science
Wake Tech Community College
June 2025
High School Diploma
MAMUTE
July 2005
Restocking, and Order Fulfillment
Laboratory & Healthcare Support
Quality Assurance & Compliance
Microbiological Monitoring
Laboratory techniques
Specimen processing
Biosafety compliance
Quality assurance
Equipment maintenance
Data recording
Attention to detail
Communication skills
Team collaboration
Laboratory support Oversee
laboratory studies
Laboratory Test Result
Reporting Laboratory equipment
usage
Multilingual support
Remote desktop support
Customer support
E D U C A T I O N
Patient Coordinator
Administrative Assistant/ Recruiter
Manager
Contact this candidate