Asia Henry
Atlanta
Summary
Customer service professional with 7+ years of experience handling structured workflows, accurate documentation, and high-volume interactions in remote environments. Skilled in professional phone communication, active listening, data entry accuracy, and maintaining composure during challenging conversations. Experienced in documenting responses precisely while meeting compliance and quality standards.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Personal Care Assistant (Remote)
OMNI Healthcare
06.2022 - Current
- Provided direct health support while advocating for clients’ needs, coordinating care plans with multidisciplinary teams.
- Educated families on benefits, healthcare options, and access to specialized services.
- Administered medications as prescribed by healthcare providers.
- Monitored patient vital signs and reported changes to healthcare professionals.
- Assisted patients with daily living activities and personal hygiene needs.
- Documented patient care activities in compliance with company policies.
- Supported a safe environment by maintaining cleanliness and organization.
- Maintained detailed, accurate records and ensured client dignity, privacy, and safety.
Member Service Representative (Remote)
Point32health
03.2024 - 07.2025
- Provided empathetic, solution- oriented support to members via phone and chat, managing high volumes of inquiries with professionalism and accuracy.
- Assisted members with health benefits navigation, including billing, claims questions, plan details, and service access.
- Researched and resolved complex member issues to minimize handoffs and championed first-contact resolution.
- Documented all interactions in CRM systems and maintained HIPAA compliance standards.
- Utilized web tools and communication platforms to organize cases, update member profiles, and escalate issues appropriately.
- Conducted structured phone conversations while maintaining professionalism and accuracy in documenting responses.
Customer Service Supervisor (Remote)
Elevance Health
08.2020 - 10.2023
- Supervised a remote customer service team, ensuring accurate, respectful, member-centric service every engagement.
- Managed member inquiries through CRM workflows and VoIP systems, resolving account questions, billing issues, and coverage explanations.
- Trained staff on de-escalation, documentation standards, and empathetic communication.
- Cross-collaborated with internal teams to streamline resolutions and implement member support improvements.
- Conducted structured phone conversations while maintaining professionalism and accuracy in documenting responses.
Data Entry / Admin Assistant
Cricket Wireless
07.2019 - 08.2020
- Performed accurate, confidential data management and administrative support tasks with strong attention to detail.
- Coordinated communication between departments and external partners.
- Maintained accurate records of customer interactions and transactions.
- Handled incoming calls and directed inquiries to appropriate staff.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
Customer Service Representative
Sutherland Global
01.2017 - 07.2019
- Delivered high-quality customer support and navigated complex inquiries with precision.
- Handled inbound and outbound customer calls while accurately documenting interactions in CRM systems and following structured scripts.
- Collaborated with teams to improve service processes and workflows.
- Engaged in continuous learning to stay updated on company products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Bachelor of Science - Social Sciences Interdisciplinary
State University of New York At Buffalo
NY 08.2010 - 05.2014
Skills
- Member Care Advocacy
- Member Experience Management
- Healthcare Navigation
- Care Coordination
- Benefits Education
- Patient / Member Advocacy
- High-Volume Inbound Calls & Chats
- First-Contact Resolution
- De-escalation & Conflict Resolution
- Active Listening & Empathy
- Professional Written Communication
- HIPAA Compliance
- Claims & Billing Support
- Eligibility & Coverage Review
- Sensitive Case Handling
- CRM Systems (Salesforce)
- Ticketing Systems (Zendesk)
- VoIP Phone Systems
- Google Workspace
- Microsoft Office Suite
- Remote Call Center Operations
- Time Management & Productivity
- Documentation & Case Notes
- Cross-Functional Collaboration
- Outbound calling
- Telephone Interviewing
- Active Listening
- Verbal Communication
- Handling difficult conversations
- Survey Data Collection
- Call Documentation
Languages
English
Native/ Bilingual
American Sign Language
Professional
Certification
- CPR Certification
- First Aid Certification
Timeline
Member Service Representative (Remote)
Point32health
03.2024 - 07.2025
Personal Care Assistant (Remote)
OMNI Healthcare
06.2022 - Current
Customer Service Supervisor (Remote)
Elevance Health
08.2020 - 10.2023
Data Entry / Admin Assistant
Cricket Wireless
07.2019 - 08.2020
Customer Service Representative
Sutherland Global
01.2017 - 07.2019
Bachelor of Science - Social Sciences Interdisciplinary
State University of New York At Buffalo
08.2010 - 05.2014