Nykeisha Woodfolk
Atlanta
Summary
Energetic customer service representative with 15+ years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manages workflow and optimizes team strengths to meet service quotas.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Toyota Financial Services
Baltimore
12.2018 - Current
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Documented conversations with customers to track requests, problems and solutions
- Assisted customers in making payments on accounts and setting up payment plans
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Supported operational improvements and resolution of problems to deliver top-notch customer service.
Patient Access Representative II
WellStar
Atlanta
04.2023 - 10.2025
- Facilitated patient check-ins and appointments using electronic health record systems.
- Verified insurance information and coordinated benefits for optimal patient care.
- Assisted patients with inquiries and provided information on services offered.
- Trained new staff on registration protocols and patient access procedures.
- Ensured compliance with HIPAA regulations while handling sensitive patient data.
Patient Access Specialist
Baltimore Medical Center, GBMC
Baltimore
06.2017 - 03.2022
- Verified demographics and insurance information to register patients in computer system
- Organized and maintained records by updating and obtaining both personal and financial information from patients
- Called insurance companies and verified patient coverage
- Interviewed patients upon entrance to hospital, gathered appropriate information and entered data into electronic system
- Explained policies, procedures and services to patients
- Facilitated communication between patients, medical and administrative staff, administrative staff and regulatory agencies
- Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations
- Communicated financial obligations to patients and collected fees at time of service.
Customer Service Representative
Next Day Blinds
Jessup
02.2003 - 10.2018
NykeishaWoodfolk
- Delivered service and support to each customer, paving way for future business opportunities
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge
- Escalated customer concerns, store issues and inventory requirements to supervisors
- Made outbound calls to obtain account information
- Relayed productive customer feedback to marketing teams
- Trained new employees on procedures and policies to maximize team performance
- Worked with management to develop customer service improvement initiatives.
Customer Service Representative
Comcast
White Marsh
04.2005 - 02.2008
- Educated customers on special pricing opportunities and company offerings
- Assisted customers in making payments on accounts and setting up payment plans
- Supported operational improvements and resolution of problems to deliver top-notch customer service
- Trained new employees on procedures and policies to maximize team performance
- Set up and activated customer accounts
- Assessed customer needs and upsold products and services to maximize sales
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
- Consulted with customers to determine best methods to resolve service and billing issues
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Assessed customer account information to determine current issues and potential solutions.
Education
High School Diploma -
Baltimore City Community College
Baltimore, MDSkills
- Credit card payment processing
- Adaptive team player
- Problem-solving abilities
- Inbound and Outbound Calling
- High-energy attitude
- System implementation
Certification
- Certified Healthcare Access Associate (CHAA)
Timeline
Patient Access Representative II
WellStar
04.2023 - 10.2025
Customer Service Representative
Toyota Financial Services
12.2018 - Current
Patient Access Specialist
Baltimore Medical Center, GBMC
06.2017 - 03.2022
Customer Service Representative
Comcast
04.2005 - 02.2008
Customer Service Representative
Next Day Blinds
02.2003 - 10.2018
High School Diploma -
Baltimore City Community College