Tomika Dawodu
Kathleen
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skills with outstanding active listening and multitasking abilities.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Peach State Health Plan
Atlanta
01.2025 - Current
- Assisted members with inquiries regarding health plan benefits and services.
- Documented member interactions and maintained accurate records in the system.
- Resolved member complaints by providing effective solutions and support.
- Collaborated with team members to improve service delivery processes.
- Handled high-volume calls while maintaining professionalism and courtesy.
- Educated members on enrollment procedures and coverage options.
- Managed confidential information in compliance with regulatory standards.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Followed scripts to ensure consistent messaging during customer interactions.
- Addressed customer inquiries and resolved issues with professionalism and care.
- Demonstrated ability to multi-task while speaking with customers on the phone.
Certified Medical Assistant
Phoebe Putney Memorial Hospital
Albany
10.2020 - Current
- Performed preliminary physical tests to accurately record results in patient history summary.
- Scheduled appointments for patients via phone and in person.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Educated patients about medications, procedures and physician's instructions.
- Organized charts, documents and supplies to maintain team productivity.
- Interviewed patients to verify information, record medical history and confirm purpose of visit.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Administered rapid tests for COVID and strep to help clinical staff assess conditions.
- Completed basic physical assessments of clinic patients to provide optimal care.
Certified Medical Assistant
Albany Area Primary Health Care
Albany
01.2019 - 10.2020
- Scheduled appointments for patients via phone and in person.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Educated patients about medications, procedures and physician's instructions.
- Interviewed patients to verify information, record medical history and confirm purpose of visit.
Office Assistant
Walmart
Americus
11.2004 - 01.2019
- Collected payments, issued receipts and updated accounts to reflect new balances.
- Organized files, developed spreadsheets, faxed reports and scanned documents to bolster organizational workflow.
- Answered phone calls and welcomed visitors to office.
PBX Switchboard Operator
Sumter Regional Hospital
Americus
09.2001 - 11.2004
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Completed connections between callers, departments and professionals.
- Took messages from callers and accurately relayed details to intended staff.
- Answered up to 100 calls per day in fast-paced environment, transferring callers to appropriate personnel.
Education
Some College (No Degree) - Certified Medical Assistant
Heritage Healthcare
Albany GaSome College (No Degree) - Phlebotomy
Health Tech of Ga
Warner Robins, GACosmeotolgy
South Georgia Technical College
Americus, GAHigh School Diploma -
Americus Sumter High School
Americus, GASkills
- Call handling
- Record management
- Complaint resolution
- Health plan education
- Regulatory compliance
- Customer relationship management
- Team collaboration
- Attention to detail
- Effective communication
- Time management
- Conflict resolution
- Multitasking and organization
- Multi-task management
- Documentation
- Project management
- Multi-line telephone operations
- Task prioritization
Education and Training
other,other,other,other
Timeline
Customer Service Representative
Peach State Health Plan
01.2025 - Current
Certified Medical Assistant
Phoebe Putney Memorial Hospital
10.2020 - Current
Certified Medical Assistant
Albany Area Primary Health Care
01.2019 - 10.2020
Office Assistant
Walmart
11.2004 - 01.2019
PBX Switchboard Operator
Sumter Regional Hospital
09.2001 - 11.2004
Some College (No Degree) - Certified Medical Assistant
Heritage Healthcare
Some College (No Degree) - Phlebotomy
Health Tech of Ga
Cosmeotolgy
South Georgia Technical College
High School Diploma -
Americus Sumter High School