Adrienne Job
Atlanta
Summary
Dedicated customer service professional with a strong commitment to providing effective solutions and improving customer experiences. Thrives in both leadership and team player roles, contributing to the success of high-performing teams. Recognized for reliability and adaptability in collaborative environments, consistently ensuring seamless collaboration and goal achievement.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Analyst
Sage Software
06.2022 - Current
- Achieved high customer retention rates with exceptional communication skills and a deep understanding of client needs.
- Managed escalated customer complaints to successful resolution, ensuring satisfaction and continued loyalty.
- Selected to mentor a team of 17 customer service analysts in San Jose, Costa Rica and provide in person mentoring during peak season.
- Boosted team productivity through effective coaching, performance monitoring, and regular feedback sessions as a mentor.
- Collaborated with team members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Project Manager, Healthcare Enablement
CareAllies
12.2016 - 07.2017
- Successfully managed the end-to-end development and implementation of Medicare Advantage Part D for a regional health plan provider.
- Developed comprehensive project plans with clear timelines, milestones, ensuring timely delivery of high-quality results
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
Client Services Representative
CIOX Health
08.2016 - 12.2016
- Remote lead responsible for the release of information for a 60 bed critical access rural hospital and its five community clinics.
- Completed release of information request in a timely manner and in accordance with established state and federal guidelines.
- Maintained a working knowledge of current state laws regarding fee structure, HIPAA regulations as well as site specific requirements.
- Performed quality assurance on all finished work products to ensure accuracy, confidentiality and appropriate billing.
Internship, Health Information Management
Northeast Georgia Hospital System
03.2016 - 04.2016
- Initiated and managed the audit remediation for the forms performance improvement project to meet ISO9001 and DNV GL accreditation compliance requirements
- Assisted with a Plan of Corrective Action for Document Control Processes in response to an ISO9001 audit
- Reviewed forms control policies, utilized form repository, and cost centers to identify non-compliant forms
- Updated internal system (form repository), documented the form compliance project activity.
- Demonstrated strong written and verbal communication skills with all levels of management
- Maintained accountability for resolving each aspect of the project within established internal timeframes
Internship, Health Information Management
Georgia Depart. of Veteran Services
03.2015 - 06.2015
- Developed standard operating procedures for volunteer staff to assist veterans seeking services
- Wrote privacy and confidentiality policies and procedures for veteran's protected health information
Education
Bachelor of Science - Cybersecurity and Information Assurance
Western Governors University
01-2027
Certificate - IT Support
Per Scholas
04.2022
Bachelor of Science - Health Information Administration
August University
06.2016
Skills
- Teamwork and collaboration
- Customer service excellence
- Troubleshooting
- Research
- Problem resolution
- Continuous improvement
- Adaptability and flexibility
- Organization
Accomplishments
Won a trip to MLB Allstar Weekend for maintaining high customer satisfaction scores.
Certification
- CompTIA A+ Received April2022
- CompTIA Network+ Expected by February2025
- RHIA Received June2016
Timeline
Customer Service Analyst
Sage Software
06.2022 - Current
Project Manager, Healthcare Enablement
CareAllies
12.2016 - 07.2017
Client Services Representative
CIOX Health
08.2016 - 12.2016
Internship, Health Information Management
Northeast Georgia Hospital System
03.2016 - 04.2016
Internship, Health Information Management
Georgia Depart. of Veteran Services
03.2015 - 06.2015
Bachelor of Science - Cybersecurity and Information Assurance
Western Governors University
Certificate - IT Support
Per Scholas
Bachelor of Science - Health Information Administration
August University
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