Na’Kesha O’Neal
Gainesville
Summary
Customer service oriented professional with management, healthcare industry, and call center experience. Able to coordinate workflows and communicate effectively with co-workers, patients, and staff. Follow policies, procedures, and guidelines to ensure consistent quality. Maintain and safeguard patient privacy and confidentiality. Effective problem solver, able to assess situations and identify solutions. Work well in team-based environments with emphasis on quality, performance, and accountability. Strong time management skills with ability to establish priorities to meet timelines. Communication Platforms – Zoom and MS Teams. Microsoft Office Applications – Word, Excel, and PowerPoint | Type 45 WPM.
Overview
9
9
years of professional experience
Work History
Customer Experience Advisor
Metlife
11.2024 - Current
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Assisted in the development of internal policies, guidelines, and procedures that directly impacted the quality of service provided to customers.
- Developed strong relationships with clients by providing attentive support, earning their trust and loyalty over time.
- Conducted regular follow-ups with customers to confirm satisfaction with resolution outcomes and address any remaining concerns.
- Contributed to increased client retention rates by building rapport through empathetic listening skills during difficult conversations.
- Managed multiple priorities simultaneously while maintaining a high level of accuracy and attention to detail in all tasks.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained staff on operating procedures and company services.
Technical Support Representative
Kelly Services
05.2023 - 11.2024
- Answered inbound calls, scheduled appointments, and coordinated services for escalated issues.
- Maintain email correspondence and support customers with online billing, access, and account issues.
- Screen share and walk customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrate advanced product knowledge to solve customer issues.
- Work with internal teams to deliver accurate information to customers and service accounts.
- Stay up to date on latest software developments to enhance job knowledge.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Assistant Manager / Customer Service
Zaxbys
01.2017 - 09.2024
- Started as a Cashier and was promoted to Assistant Manager 01/2018.
- Supervised team members, created schedules and applications, hired and trained new employees, and delegated tasks.
- Managed inbound and outbound calls, kept accurate and complete department records, processed payroll, prepared bank deposits, took inventory, and ensured adherence to policies and procedures.
- Addressed issues in a professional manner and resolved staff and customer service problems.
- Built relationships and stayed attentive to employees by motivating them to succeed and improve.
Healthcare Support Representative / Customer Service
Teleperformance
03.2023 - 05.2023
- Interacted with customers via inbound calls, emails, social media, and web chats to provide assistance.
- Delivered general Medicaid insurance information to callers, and helped customers fill out applications.
- Entered customer data, documented call activities, paid close attention to detail, and upheld HIPAA guidelines to assure privacy of sensitive and confidential information.
- Communicated in a clear and concise manner and worked effectively as a team member.
Barista / Customer Service
Dunkin
05.2016 - 01.2017
Education
Associate of Science Degree - Health Sciences – Medical Administrative Assistant
Ultimate Medical Academy
01.2024
Skills
- Medical Administrative Assistant
- Medical Terminology
- Medical Transcription
- Patient Processing
- Patient Registration
- Medical Records Management
- Check In
- Check Out
- Data Entry
- Release of Information
- HIPAA Compliance
- Medical Laws & Ethics
- CMS 1500 Claim Form
- Billing Cycle
- Claims Appeal Process
- Medical Billing Knowledge
- Third Party Billing
- Medicare
- Medicaid
- HMO
- PPO
- Basic Coding Skills for ICD-10 & CPT
- Insurance Verification
- Anatomy & Physiology
- Call center experience
- Complaint handling
- Client advocacy
- Multitasking
Key Qualifications
- Medical Administrative Assistant
- Medical Terminology
- Medical Transcription
- Patient Processing
- Patient Registration
- Medical Records Management
- Check In
- Check Out
- Data Entry
- Release of Information
- HIPAA Compliance
- Medical Laws & Ethics
- CMS 1500 Claim Form
- Billing Cycle
- Claims Appeal Process
- Medical Billing Knowledge
- Third Party Billing
- Medicare
- Medicaid
- HMO
- PPO
- Basic Coding Skills for ICD-10 & CPT
- Insurance Verification
- Anatomy & Physiology
Timeline
Customer Experience Advisor
Metlife
11.2024 - Current
Technical Support Representative
Kelly Services
05.2023 - 11.2024
Healthcare Support Representative / Customer Service
Teleperformance
03.2023 - 05.2023
Assistant Manager / Customer Service
Zaxbys
01.2017 - 09.2024
Barista / Customer Service
Dunkin
05.2016 - 01.2017
Associate of Science Degree - Health Sciences – Medical Administrative Assistant
Ultimate Medical Academy
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