Healthcare Operations & Data Management

T-Mobile – Richardson, TX

Customer Service Representative Jan 2019 – Nov 2023

• Delivered outstanding customer support in a fast-paced call center, exceeding team performance goals.

• Resolved escalated service concerns, improving customer satisfaction and retention.

• Promoted products and services, driving increased sales through consultative communication.

• Collaborated across departments to streamline issue resolution and improve efficiency.

SKILLS

• Healthcare Operations &

Case Management

• Patient Admission &

Discharge Coordination

• Data Entry & Records

Management

• Staff Training &

Development

• Customer Service

Excellence

• Performance Metrics &

Reporting

• Appointment Scheduling

Call Management

• Medical Terminology

Knowledge

ALEKIA SCRIVENS

SUMMARY

EDUCATION WORK EXPERIENCE

Dynamic and results-driven Healthcare Administrator with proven expertise in patient care coordination, staff development, and operational management. Skilled at improving healthcare service delivery, and building high- performing teams. Recognized for strong communication, data management, and problem-solving abilities.

Bank of America – Dallas, TX

Data Entry Specialist Nov 2023 – Jul 2025

• Processed and verified high-volume data with 99% accuracy while meeting strict production deadlines.

• Streamlined data tracking and record-keeping systems to ensure compliance and accessibility.

• Identified discrepancies and resolved documentation issues to maintain data integrity.

• Minimized data loss risks by implementing daily backup procedures. Conduent – Remote

Inbound Call Center Representative Feb 2017 – Nov 2019

• Handled 80+ inbound calls per shift, providing accurate information and timely solutions.

• Reduced call wait times by optimizing call queues and prioritizing urgent requests.

• Consistently maintained service quality standards, contributing to top-tier team performance.

Kelly Services – Cigna (Remote)

Care Management Coordinator Dec 2016 – Nov 2017

• Coordinated patient referrals, hospitalizations, ER visits, and specialty services to ensure continuity of care.

• Educated clinical staff on compliance standards and care management protocols.

• Assessed patient needs and connected them with community resources for long-term support.

• Compiled and analyzed data to identify trends, improve turnaround times, and enhance service delivery.

469-***-****

***************@*****.***

Forney, TX

Humphrey County High School –

Belzoni, MS 2007 – 2011

Associate of Business

Administration

Virginia College – Jackson, MS

2010 – 2012

LANGUAGE SKILLS

English

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