Jecoya Brown
Cumming
Summary
- Successful Customer Service Representative with over 15 years of experience addressing customer requests and concerns to provide relevant information and options. Upbeat and energetic, with grace in handling difficult situations through resourcefulness and adaptability.
Overview
13
13
years of professional experience
Work History
Client Service Support
Adp- Automated Data Processing
11.2020 - Current
- Maintained payroll information by calculating, collecting and entering data.
- Verified timekeeping records and handled any discrepancies with employees.
- Maintained employee privacy and protected payroll operations by keeping all information confidential.
- Initiated direct deposits and prepared manual checks for employees.
- Responded to employee questions and requests for information in timely and knowledgeable fashion.
- Calculated salaries, rate changes, retroactive adjustments, overtime, bonus, vacation, termination and garnishments using RUN and TOPS.
- Processed wage garnishments and child support.
- Adjusted employee tax status along with information regarding withholding.
- Checked accrued hours against listed hours for leave time.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
Contact Operations
Healthfirst
11.2019 - 09.2020
- Answered 100+ inbound calls per day from existing and future policyholders to answer inquiries and discuss insurance options.
- Gathered information about each position and related occupation with employee interviews, field observations and industry research.
- Performed data entry with Salesforce to record call notes, suggestions and questions.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Helped patients receive appropriate, high-quality care with reasonable results.
- Addressed disruptions in patient care, including delays in discharge, postponed procedures and discharge equipment unavailability.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs.
- Took active role in patient and family planning process, detailing instructions and responding appropriately and effectively to questions and concerns.
- Partnered with physicians, social workers, activity therapists, nutritionists and case managers to develop and implement individualized care plans and documented all patient interactions and interventions in electronic charting systems.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Member Service Rep
Fidelis Care
11.2015 - 11.2019
- Answering product and/or service related questions while maintaining appropriate call center etiquette; suggesting features and benefits about company products and services to educate current and potential members; completing all inquiries via various forms of customer contact in a quality manner.
- Tracking, filing, and entering all technical documentation to ensure all member accounts correctly reflect the activity that was performed; simultaneously listening and accurately capturing information and the interaction with the member in our system; completing all necessary paperwork, documentation, member requests and inquiries.
- Taking member complaints; probing and researching information being provided; following-up with members when appropriate; attempting to resolve difficult situations to ensure member satisfaction; identifying trends that negatively impact member satisfaction and make recommendations to your Supervisor.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
- Completed patient referrals to other medical specialists.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Customer Service Rep
Logisticare
09.2014 - 03.2015
- Use Logisticad to operate and schedule trips throughout the 5 boroughs.
- Verify patients with detailed medical insurance information.
- Informs and provide basic orientation regarding Health Centers and Hospitals.
- Answer inbound calls and handle in an expedient and efficient manner.
- Follow company policies and HIPPA regulations.
- Communicate with dispatchers and patients for accurate information.
- Handle over 100 inbound calls a day within a dynamic call center environment.
Reservationist
Carmel Car Service
03.2014 - 10.2014
- Limo system to operate and dispatch.
- Communicated with drivers and passengers.
- Handled a high influx of inbound calls within a dynamic call center environment.
- Schedule reservations throughout the 5 boroughs as well as Nassau and Westchester.
- Provide customers with detailed account information including balances, funds availability, debit card holds, and account history.
Customer Service Rep
First Transit, Access-A-Ride
11.2010 - 03.2013
- Delivered world class customer service and build customer satisfaction and loyalty.
- Provide effective and timely resolution of various customer inquiries.
- Handled a high influx of inbound calls within a dynamic call center.
- Schedule reservations throughout the 5 boroughs as well as Nassau and Westchester County.
- Communicate with dispatchers and informed customer of vehicle location, number, and eta.
Education
High School Diploma -
William Cullen Bryant High School
Woodside, NY05.2006
Skills
- Good listening skills
- Creative problem solving
- Data entry
- Money handling abilities
- Complaint resolution
- Zendesk
- Excel
- Microsoft
- ADP Payroll
- RUN System
- TOPS System
- Professional telephone demeanor
- MS Office proficiency
- Medical terminology knowledge
- Patient Registration
- Appointment Scheduling
Timeline
Client Service Support
Adp- Automated Data Processing
11.2020 - Current
Contact Operations
Healthfirst
11.2019 - 09.2020
Member Service Rep
Fidelis Care
11.2015 - 11.2019
Customer Service Rep
Logisticare
09.2014 - 03.2015
Reservationist
Carmel Car Service
03.2014 - 10.2014
Customer Service Rep
First Transit, Access-A-Ride
11.2010 - 03.2013
High School Diploma -
William Cullen Bryant High School
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