Jeffica Bradley
Newport News
Summary
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships. Achieved a perfect 100% satisfaction score across surveys completed by 40 customers, showcasing a strong ability to resolve inquiries efficiently and professionally. Adept at multitasking, problem-solving, and maintaining a friendly and approachable communication style to ensure a positive customer experience. Committed to upholding company values and exceeding performance expectations in a fast-paced, virtual environment.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative I
Sentara Health Plan
Virginia Beach
11.2024 - Current
- Managed high volume of inbound and outbound calls daily
- Emphasized customer satisfaction and identifying upselling opportunities
- Received a 98% customer satisfaction school on 95% of calls handled
- Documented all customer interactions
- Utilized CRM system
- Resolved all customer inquiries via phone and email, maintaining customer service standards in a timely manner
- Updated customers account with accurate information after every interaction
- Complied with HIPAA
- Followed patient verification procedures to accurately authenticate customers
- Often acknowledge member terminology
- Provided claim status to members
- Recognized by management for providing exceptional customer service.
- Updated and maintained databases with current information.
- Exceeded customer satisfaction by finding creative solutions to problems.
Customer Service Representative I
Medix Temp Agency
Hampton
02.2024 - 11.2024
- Managed high volume of inbound calls daily
- Assisted providers with verification of members benefits
- Provided benefits information to providers
- Provided information regarding denied and paid claims
- Inquired about authorization statuses
- Assisted the provider with requesting reissue checks
- Provided information regarding the provider network status
- Complied with HIPAA
- Completed multi step authentication process to protect members information
- Often acknowledged member terminology
- Adhered to companies policies and regulations
- Thoroughly documented every interaction
- Researched and Provided accurate information
- Provided general administrative support, such as data entry and typing.
Provider Customer Service Representative
Aston Carter
Newport News
08.2023 - 02.2024
- Managed incoming outbound and inbound customer calls from both providers and members
- Reissued outstanding checks to providers
- Assisted with requesting refunds
- Provided benefit and Eligibility information
- Provided claims status
- Responded to all customer inquiries via email, mail and chat
- Provided provider network statuses
- Complied with HIPAA
- Provided accurate information to all customers
- Completed multi step authentication process to protect confidential information
- Maintained a professional tone and environment
- Thoroughly documented all interactions with providers and members
Provider Service Representative
Teleperformance
Richmond
09.2022 - 08.2023
- Managed high call volumes
- Provided exceptional customer service
- Provided claims statuses
- Provider Network Status
- Complied with HIPAA, maintaining the members information confidentially
- Requested Refunds for outstanding balances
- Researched and Provided accurate information
- Deescalated frustrated customer calls
- Documented every interaction with customers
- Managed to maintain customer satisfaction 95% of the time
- Complied with multi step authentication procedures
Education
Associate of Science - Allied Health Science
Ultimate Medical Academy
Clearwater, FL06-2022
Skills
- Customer service
- Data entry
- Customer satisfaction
- Problem solving
- Attention to detail
- Time management
- Research skills
- Documentation practices
- Calm demeanor
- Prioritization
- Live chat support
- CRM software
- Grammar
- Multitasking and organization
- Active listening
- Data collection
- Customer satisfaction measurement
- Email management
- 45 Wpm
Locations
- 2800 JEFFERSON AVENUE, NEWPORT NEWS, VA, 23607
- 2220 JONESBORO RD SUITE 112C, FAIRBURN, GA, 30213
Certification
- National Insurance Producer Registry License
Timeline
Customer Service Representative I
Sentara Health Plan
11.2024 - Current
Customer Service Representative I
Medix Temp Agency
02.2024 - 11.2024
Provider Customer Service Representative
Aston Carter
08.2023 - 02.2024
Provider Service Representative
Teleperformance
09.2022 - 08.2023
Associate of Science - Allied Health Science
Ultimate Medical Academy