Akirah Russell
Customer Service Representative
Poughkeepsie,New York
Summary
Experienced Customer Service Representative with a strong background in customer relations. Proficient in efficient billing and scheduling procedures, customer onboarding, and financial transactions. Ensures meticulous accuracy in order management and cash flow. Excited to leverage expertise in youth promotion and innovative marketing strategies to enhance customer engagement and deliver exceptional service. Dynamic individual with hands-on experience in patient support and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals. Experienced with in-depth knowledge of subject matter, ensuring accurate and effective guidance. Utilizes critical thinking and problem-solving skills to address complex challenges. Track record of effective communication and collaboration in diverse team settings.
Overview
6
6
years of professional experience
Work History
Patient Support Specialist
Optum
11.2024 - Current
- Communicated with healthcare providers to relay patient concerns and needs.
- Maintained patient records and ensured confidentiality of sensitive information.
- Provided compassionate support to patients during scheduling processes.
- Collaborated with team members to enhance patient experience and satisfaction.
- Served as a liaison between patients, families, physicians, and other healthcare professionals to facilitate clear communication.
- Provided empathetic support to patients during difficult medical situations, fostering trust and rapport.
- Streamlined appointment scheduling processes for increased efficiency and reduced wait times.
- Evaluated workflow processes regularly and identified opportunities for improvement, leading to increased efficiency within the department.
- Maintained accurate patient records, ensuring data confidentiality and HIPAA compliance.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assist employees retention with comprehensive onboarding programs.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Trained and supported a group of 60 participants, ensuring comprehension of processes, policies, and systems in a fast-paced environment.
- Monitored and maintained attendance records and documentation with accuracy and attention to detail.
- Facilitated activities and knowledge checks to promote engagement, learning, and retention.
Provided one-on-one assistance, addressing technical and procedural issues to ensure participants’ success. - Delivered clear communication, empathy, and problem-solving support to meet individual needs.
Patient Support Specialist
WhiteCap Search
05.2024 - 11.2024
- Provided empathetic support to patients during difficult medical situations, fostering trust and rapport.
- Served as a liaison between patients, families, physicians, and other healthcare professionals to facilitate clear communication.
- Streamlined appointment scheduling processes for increased efficiency and reduced wait times.
- Maintained accurate patient records, ensuring data confidentiality and HIPAA compliance.
- Conducted thorough insurance verification and pre-authorization tasks, minimizing billing errors and disputes.
- Enhanced patient satisfaction by providing exceptional support and addressing concerns promptly.
- Successfully assisting up to 80 patients per day.
Customer Service Representative
National People's Co-operative Bank of Jamaica LTD
03.2023 - 03.2024
- Successfully managed high-volume transactions, exceeding 500 daily with exceptional accuracy
- Maintained a positive and respectful environment, serving over 300 customers daily
- Demonstrated consistent success in task completion
- Exhibited strong customer service skills and respect towards coworkers
- Efficiently executed daily tasks as assigned by supervisors and managers.
Customer Representative
Rebhan's Gases Ltd
05.2022 - 06.2022
- Demonstrated strong customer service skills in high-pressure situations
- Exhibited proficiency in billing and customer onboarding procedures
- Showcased product knowledge, advising customers on suitable options
- Displayed financial acumen in handling diverse transactions
- Exemplified meticulous attention to detail, ensuring accurate order and cash flow.
Youth Promotion Leader
Shunnel Stephenson
06.2021 - 10.2021
- Led youth-oriented promotional campaigns
- Boosted brand recognition among target demographic
- Implemented innovative marketing strategies
- Quickly adapted to new marketing tools
- Elevated company's image among youth
- Enhanced team's outreach, increasing event engagement by 30% through strategic promotions
- Implemented unique marketing tactics that differentiated and elevated brand presence.
Volunteer
Donovan Mitchell
01.2020 - 07.2020
- Orchestrated special events and programs, ensuring smooth operations
- Provided clerical support, streamlining office tasks
- Utilized excellent communication skills to effectively relay information
- Facilitated event logistics, enhancing team efficiency and program success.
Education
High School Diploma -
08.2020
Subjects: Mathematics: I, English Language: I, English Literature: II, Food, Nutrition and health: I, Economics: II, Principles of Business: I, Principles of Accounts: I, Spanish: IV, Information Technology: II
Skills
- Fast-paced Environment
- Efficiency
- Productivity
- Clerical Work
- Interpersonal Communication
- Customer Service
- Cash Flow
- Punctuality
- Team Leadership
- Marketing Strategy
- Communication Skills
- Event Planning
- New hire training
- Creative problem solving
- Strategic thinking
- Teamwork and collaboration
- Innovative mindset
- Team building
- Attention to detail
- Analytical thinking
Position
Customer Service Representative
Patient Support Specialist
Hobbies and Interests
Enjoy traveling, long drives, and exploring different cultures through experiences and media such as K-dramas, which enhance cultural awareness, empathy, and connection with diverse backgrounds.
Timeline
Patient Support Specialist - Optum
11.2024 - Current
Patient Support Specialist - WhiteCap Search
05.2024 - 11.2024
Customer Service Representative - National People's Co-operative Bank of Jamaica LTD
03.2023 - 03.2024
Customer Representative - Rebhan's Gases Ltd
05.2022 - 06.2022
Youth Promotion Leader - Shunnel Stephenson
06.2021 - 10.2021
Volunteer - Donovan Mitchell
01.2020 - 07.2020
deCarteret College - High School Diploma,
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