Lailah Cunningham
Dacula,GA
Summary
Experienced professional with a strong background in customer service, appeals processes, and data entry. Recognized for thorough analysis and effective resolution strategies. Demonstrated success in enhancing team collaboration and consistently delivering results. Skilled in communication, problem-solving, and adapting to evolving requirements. Known for reliability, flexibility, and a focused approach to achieving impactful outcomes.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Cognizant(HAYS)
07.2024 - Current
- Under supervision, this position is responsible for answering inbound calls in a timely manner from members, member representatives, agent brokers, providers, health plan employees, employees, and clients
- Responsible to complete research using provided resources to ensure accurate and quality service is being delivered as contracted with the client while remaining within CMS guidelines and adhering to department internal policies and procedures
- Outbound calls are periodically required for surveys and resolution of outstanding issues
- Performs as an advocate by educating the caller of all necessary information and alternatives as it relates to the call to promote one call resolution and develop and maintain effective working relationships with internal and external customers
Customer Service Representative
Signatures by La LLC
05.2021 - 08.2024
- Perform clerical work such as typing documents, printing, copying, and faxing
- Enter customer and client information into computer system for easy reference
- Document execution (legally binding signatures)
- Affirming the state of mind of all signees
- Identifying fraud or coercion
- Completing the notarial certificate on all documents
- Verifying the identification of contract participants
- Being present at the time of document execution (this may include traveling)
- Administering oaths
- Handling affidavits, contracts, loan documents, marriage certificates, and other legal documents
- Bearing witness to items within a safe deposit box or the equivalent
- Maintaining a notary journal
- Scheduling related appointments
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Delivery station Associate
AMAZON
12.2022 - 07.2024
- Worked safely around moving machinery
- Prepared orders for shipment by systematically picking, packing and labeling merchandise
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors
- Cleaned and maintained warehouse in compliance with OSHA safety standards
- Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
- Checked packages and merchandise for damage and notified vendors
- Consistently lifted materials weighing as much as 50+ pounds
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free
- Labeled and accurately moved customer orders to meet shipment timetables and minimize errors
- Acknowledged safety issues and contacted shift supervisor regarding concerns and for quick resolution
- Operated variety of conveyors, moving packages in and out of loading dock areas safely and efficiently
- Applied Occupational Safety and Health Administration (OSHA) standards for lifting, working at heights and hazardous chemical handling
- Developed and maintained schedule for staging and delivering orders
Patient Services Representative
SpectraForce Technologies
07.2023 - 04.2024
- Call escalation
- Customer Relationship Management (CRM)
- Prioritization
- Live chat support
- Call Center Operations
- Provide advanced services to patients, providers and caregivers
- Services could include but not limited: Billing and coding support, Claims assistance, tracking and submission, Prior authorization assistance and tracking, Coordination of benefits, Benefit verification result call, Welcome calls, Advanced alternate coverage research, Appeals/Denials, Intakes and reports adverse events as directed, Provide exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly
- Establish themselves as regional experts regarding payer trends and reports any reimbursement trends/delays to management team (e.g Billing denials, claim denials, pricing errors, payments, etc.)
- Process any necessary correspondence
- (Remote) Coordinate with internal and external service providers to ensure services are performed in accordance with program policy and within expected service level agreements (SLA)
- Maintain confidentiality in regard to all patient sensitive information
- Perform related duties as assigned, could include well defined services generally performed by other program representatives (e.g Benefit verifications, PAP determinations)
Education
Bachelor of Science - Biology
Mercer University
05.2025
Bachelor of Science -
Georgia State University
05.2022
Skills
- Data Entry
- Communication
- Microsoft Office
- Appeals
- Medical Records
- Prior Authorization
- Inbound and Outbound Calling
- Microsoft Excel
- Call center experience
- Microsoft PowerPoint
- Problem-solving abilities
- Multi-line telephone operations
- Active Listening
Timeline
Customer Service Representative
Cognizant(HAYS)
07.2024 - Current
Patient Services Representative
SpectraForce Technologies
07.2023 - 04.2024
Delivery station Associate
AMAZON
12.2022 - 07.2024
Customer Service Representative
Signatures by La LLC
05.2021 - 08.2024
Bachelor of Science -
Georgia State University
Bachelor of Science - Biology
Mercer University
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