Jameka Germany
Augusta
Summary
Dedicated professional with extensive experience in customer service and healthcare administration. Strong background in training, multitasking, and technical troubleshooting, consistently delivering exceptional support and enhancing patient and customer experiences through effective communication and problem-solving. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Certified Medical Assistant
Medical Associates Plus
01.2025 - 08.2025
- Led initiatives to enhance workflow processes, resulting in improved operational efficiency across the medical office.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Documented patient encounters, ensuring accurate and thorough medical records.
- Assisted with in office surgical procedures
- Medical Scribing / Real-Time Documentation
- SOAP Notes
- Provider Workflow Support
- Epic
- eClinicalWorks
Customer Service Expert / Team Lead
T-Mobile
Augusta, GA
01.2022 - 07.2024
- Supervised and coached 15-20 customer service agents daily, leading to fewer escalations and higher resolution rates.
- Trained and mentored new hires, enhancing team productivity and contributing to improved customer satisfaction scores.
- Provided floor support both virtually and in-person, ensuring effective call handling and customer satisfaction.
- Applied strong problem-solving skills to assist customers with billing, service, and technical inquiries.
- Analyzed performance metrics to identify trends and drive continuous improvement initiatives.
- Exceeded performance targets consistently through diligence, attention to detail, and strong problem-solving abilities.
- Coordinated cross-departmental efforts to resolve escalated issues, ensuring client satisfaction at every level of interaction.
Certified Medical Assistant
Lamar Medical Center
01.2022 - 12.2022
- Assisted healthcare providers during examinations, enhancing team efficiency and patient care quality.
- Managed electronic health records, maintaining accurate patient information for seamless access during visits.
- Educated patients on treatment plans and preventive care, improving health literacy within the community.
- Streamlined appointment scheduling systems, reducing wait times and increasing patient satisfaction rates.
- Followed HIPAA and PHI guidelines
- Wellness visits to follow Medicare Guidelines
Certified Medical Assistant
University Prompt Care
01.2018 - 12.2020
- Managed administrative and clinical responsibilities in a fast-paced healthcare setting, ensuring smooth operations and quality patient interactions.
- Supported providers with procedures, demonstrating effective multitasking and strong interpersonal skills to facilitate patient care.
- Educated patients, coordinated care, and documented records in EHR systems.
- Provided front-office support, efficiently managing scheduling, referrals, and patient communication to enhance patient experience.
- Administered patient vaccinations and medication under physician supervision, ensuring compliance with safety protocols.
- Conducted patient assessments and recorded vital signs accurately to support effective treatment plans.
- Reduced wait times for patients by maintaining an organized schedule and swiftly preparing examination rooms.
- Enhanced clinic efficiency by thoroughly documenting patient information and updating electronic health records.
Customer Service Agent
Convergent Outsourcing
Augusta, GA
07.2017 - 07.2018
- Managed high-volume calls from Sprint customers, effectively resolving billing and service issues to ensure customer satisfaction.
- Utilized active listening and conflict resolution strategies to strengthen customer loyalty and retention.
- Facilitated escalated call management and supported colleagues on the floor to maintain service quality.
Customer Service Agent (Remote)
Sitel Work at Home
Augusta, GA
10.2016 - 07.2017
- Provided technical support and troubleshooting for customer product concerns, ensuring timely resolution and customer satisfaction.
- Assisted customers in making informed product/service decisions, enhancing their overall experience.
- Facilitated communication in team chatrooms to promote collaboration and efficiency in a remote environment.
Customer Service Agent (Remote)
Groupon Work at Home
Augusta, GA
10.2015 - 02.2016
- Resolved customer issues promptly to enhance overall satisfaction.
- Supported customers via phone and email with orders, refunds, and tracking requests.
- Guided customers in selecting personalized products that met their needs.
Certified Nursing Assistant / Patient Care Technician
East Central Regional Hospital | New Heights Inc.
01.2007 - 01.2014
- Monitored patient conditions and relayed critical updates to medical staff to ensure timely interventions.
- Delivered compassionate care and supported patients with daily living activities to enhance their quality of life.
- Developed effective communication skills through regular interactions with patients, fostering trust and understanding.
Education
Medical Clinical Assistant Certificate -
Motte Technical College
Augusta, GA07-2018
Associate of Applied Science - Pre-Nursing & General Studies
Georgia Military College
Augusta, GA05-2017
Certificate in Healthcare Studies -
Virginia College
Augusta, GA01-2014
Skills
- Customer service and client support
- Conflict resolution and de-escalation
- Team supervision and training
- Problem solving and critical thinking
- Effective communication
- Time management and multitasking
- Technical troubleshooting
- Healthcare administration and EHR management
- Scheduling and insurance verification
- Remote chat support
- HIPAA compliance
- Data entry
- Active listening
- Conflict resolution
- Microsoft Excel
- Microsoft outlook
- Professional telephone demeanor
- Customer relationship management (CRM)
- Live chat support
- Product sales
Certification
- Certified Medical Assistant (CMA)
- CPR Certified
Timeline
Certified Medical Assistant
Medical Associates Plus
01.2025 - 08.2025
Certified Medical Assistant
Lamar Medical Center
01.2022 - 12.2022
Customer Service Expert / Team Lead
T-Mobile
01.2022 - 07.2024
Certified Medical Assistant
University Prompt Care
01.2018 - 12.2020
Customer Service Agent
Convergent Outsourcing
07.2017 - 07.2018
Customer Service Agent (Remote)
Sitel Work at Home
10.2016 - 07.2017
Customer Service Agent (Remote)
Groupon Work at Home
10.2015 - 02.2016
Certified Nursing Assistant / Patient Care Technician
East Central Regional Hospital | New Heights Inc.
01.2007 - 01.2014
Associate of Applied Science - Pre-Nursing & General Studies
Georgia Military College
Certificate in Healthcare Studies -
Virginia College
Medical Clinical Assistant Certificate -
Motte Technical College