Customer Service Representative
Resume:
Malika Hardy
Owner & Operator of Aurora’s Naturals
Houston, TX77067 // 540-***-**** // **************@*****.***
PROFILE
Dedicated medical coding professional with a history of meeting company, goals, utilizing consistent and organize practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Open to remote and international opportunities in healthcare administration, billing, and customer support.
EXPERIENCE
Owner / Operator / Customer Service
Aurora's Naturals, Houston, TX
April 2022 - Current
o Interact with customers, sell and upsell merchandise, answer questions regarding products.
o Help locate products to match customer needs, handle final sale, and provide customer service.
o Operate cash register, scan merchandise, accept payments, and ensure accuracy of cash drawer.
o Complete request for special orders or contact other stores to locate desired items.
o Work in a positive, respectful, and team-oriented manner and interact with diverse customers and staff.
Sales Representative Remote / Call Center / Customer Service
Broad Path Healthcare Solutions, Stafford, VA
October 2023 - December 2023 (Contract Role)
o Interacted with customers via inbound and outbound call to answer inquiries and to provide assistance.
o Entered customer account data, enrolled customers into programs, and communicated in a clear manner.
o Documented activity in customer accounts in an accurate manner and ensured confidentiality.
o Identified customer needs, provided resolutions to problems, and followed established procedures.
Customer Service Representative
AllState, Stafford, VA
November 2021 - August 2022
o Increased efficiency and performance by monitoring team member productivity and providing feedback.
o Implemented and developed customer service training processes.
o Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
o Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
Customer Service Representative
KellyConnect, Macon, GA
May 2020 - October 2021
o Responded to customer requests for products, services, and company information.
o Responded proactively and positively to rapid change.
o Educated customers about billing, payment processing and support policies and procedures.
o Resolved associate, tool and service delivery issues revealed by statistical reports.
Customer Service Representative
Teleperformance USA, Stafford, VA
April 2019 - February 2020
o Managed elevated levels of call flow and responded to technical support needs.
o Used ticketing systems to manage and process support actions and requests.
o Removed malware, ransomware, and other threats from laptops and desktop systems.
o Assisted in development of system security protocols.
EDUCATION
Ultimate Medical Academy
Diploma in Medical Billing and Coding September 2025
Potomac at Dumfries, VA
High School Diploma June 2010
SKILLS + INTERESTS
Co-Pay// Posting Payments// Third Party Payers// Electronic Medical Records (EMR)// PPO// Deductibles// Medical Coding (ICD-10-CM CPT)// Accounts Receivable// Co-Insurance// Insurance Verification// CMS 1500// Scheduling// Anatomy & Physiology// Verbal and written communication// Customer relations// Capital pursuit// Customer education// HIPAA compliance// Policy adherence// EHR management// Record maintenance// Phone and email etiquette// Revenue Cycle Management// Government (Medicare & Medicaid)// Electronic Health Records (EHR)//Managed Care (HMO/POS)// HIPAA Compliance// HCPCS I// Medical Billing// Collections// Workers Compensation// Insurance Claim Processing// CMS 1450 (UB-04)// Medical Office Procedures// Medical Terminology// EOBs// Product branding// Business launch// Supply chain optimization// Spreadsheets// Account updating// Insurance verification// Patient confidentiality// Medical billing// Call center experience// Strong interpersonal skills// Medical terminology// Claims processing// Insurance company billing
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