Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
Generic

DAEJAHNIQUE CUNNINGHAM

Richmond,VA

Summary

Dedicated and empathetic Customer Service and Patient Service Advocate with 5 years of experience, seeking a remote position where I can utilize my strong written communication skills, problem-solving abilities, and attention to detail. Experienced in assisting customers and patients through email, chat, and other digital platforms, ensuring high-quality support and timely resolution of issues. Committed to providing compassionate, efficient service while maintaining privacy and confidentiality in all interactions, and contributing to a positive, seamless experience for every individual served.

Overview

7
7
years of professional experience

Work History

Patient Service Representative: Contract Employee

Spectraforce
10.2024 - 04.2025
  • . Provides exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly.
  • . Establishes 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.).
  • . Processes any necessary correspondence.
  • . Coordinates with internal and external service providers to ensure services are performed in accordance with program policy and within expected service level agreements (SLA).
  • . Maintains confidentiality in regards to all patient sensitive information.
  • . Works on problems of moderate scope where analysis of data requires a review of a variety of factors.
  • . Exercises judgment within defined standard operating procedures to determine appropriate action.
  • . Required to be self-motivated, working from a queue (phone or system). Expected to perform work in accordance with defined standard operating procedures. Management will monitor queue and provide active feedback as required.
  • . Performs related duties as assigned, could include well defined services generally performed by other program representatives (e.g. benefit verifications, PA determinations).
  • Managed 40-60 patient inquiries a day and provided accurate information on services and procedures.
  • Assisted patients with insurance inquiries, ensuring clarity and understanding of coverage options.
  • Collaborated with multidisciplinary teams to resolve patient issues and streamline workflows.
  • Verified insurance eligibility and coverage for patients.

Customer Service Agent

ICF
11.2021 - 07.2024
  • . Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • . Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • . Demonstrated excellent communication skills in resolving product and consumer complaints.
  • . De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • . Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
  • . Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • . Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • . Documented customer correspondence in CRM to track requests, problems and solutions.
  • . Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • . Upheld quality control policies and procedures to increase customer satisfaction.
  • . Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • . Maintained strong call control and quickly worked through scripts to address problems.
  • . Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Assisted with SNAP, Medicaid/Medicare, and Cash assistance applications .
  • Implemented feedback systems to gather insights, driving improvements in service delivery strategies.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Customer Service Representative

TTEC
04.2020 - 11.2021
  • . Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • . Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • . Built positive rapport and relationships for high levels of customer satisfaction.
  • . De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
  • . Upheld quality control policies and procedures to increase customer satisfaction.
  • . Onboarded and trained customer representatives to meet performance and service goals.
  • . Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
  • Managed high-volume call center operations, ensuring timely response to customer needs.

School Office Assistant

Richard Bland College of William and Mary
07.2018 - 08.2019
  • . Assisted in setting up and orientation for teachers and staff.
  • . Covered front desk associates for daily breaks and planned and unplanned absences.
  • . Signed in overnight guests for the students on the weekends.
  • . Did general room runs and delivered notices and mail to the students staying on campus.
  • . Made sure all guests were signed in and out every time they entered and exited the building.

Server

Cedarfild
11.2018 - 02.2019
  • . Served food and beverages to patrons and immediately remedied issues with orders.
  • . Organized and maintained inventory area during periods of downtime to promote accuracy in finding items.
  • . Seated patrons, documented food and beverage orders and served food in an efficient and personable manner.
  • . Provided customers with timely service to promote satisfaction and minimize complaints.
  • . Maintained detailed records of what customers wanted and ordered.
  • . Provided exceptional service to high volume of daily customers.
  • . Stocked newly delivered inventory in storage, kitchen and food prep stations.
  • . Satisfied customers by topping off drinks and offering condiments, napkins and other items. Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
  • . Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.

Collections Representative

Suntrust
07.2018 - 11.2018
  • Inbound and outbound calls to customers pertaining to their loans 30-60 days delinquent
  • Answering general inquiries from consumers
  • Making acceptable arrangements that both fit customer as well as the needs of the business Maintaining monthly quotas for business and incentive
  • Reviewed collection reports to determine the status of collections and amounts of outstanding balances. Processed payments and contracts on accounts. Used skip-tracing resources to locate debtors and updated information in the company system. Resolved challenging situations with friendly but firm strategies.
  • Used scripted conversation prompts to convey current account information and obtain payments.

Education

High School Diploma -

Varina High School
Varina VA
06.2018

Some College -

Richard Bland College
Petersburg, VA

Skills

  • Time management
  • Communication Skills
  • Customer Service Skills
  • Problem-Solving Abilities
  • Attention to Detail
  • Empathy and Compassion
  • Knowledge of Healthcare Terminology
  • Technical Skills
  • Multitasking
  • Adaptability
  • Active Listening
  • Product Knowledge
  • Positive Attitude
  • Self-Discipline and Motivation
  • Organizational Skills
  • Collaboration and Teamwork
  • Reliability
  • Customer service
  • HIPAA compliance
  • Insurance verification
  • Appointment scheduling
  • Payment collection
  • Medical terminology
  • Data entry proficiency
  • Document filing
  • Workflow optimization
  • System updating
  • Quality assurance
  • Phone and email etiquette

LANGUAGES

English — Native

Timeline

Patient Service Representative: Contract Employee

Spectraforce
10.2024 - 04.2025

Customer Service Agent

ICF
11.2021 - 07.2024

Customer Service Representative

TTEC
04.2020 - 11.2021

Server

Cedarfild
11.2018 - 02.2019

School Office Assistant

Richard Bland College of William and Mary
07.2018 - 08.2019

Collections Representative

Suntrust
07.2018 - 11.2018

High School Diploma -

Varina High School

Some College -

Richard Bland College

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DAEJAHNIQUE CUNNINGHAM