O’Keshwa John
Florida
Summary
Dedicated and experienced IT Customer Service and Quality Representative with 8 years of experience in providing exceptional customer service and maintaining high standards of service quality. Adept at using various customer service systems and tools, with a strong ability to resolve issues efficiently. Seeking to leverage my skills and experience in a challenging entry-level IT customer service role.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Patient Access Representative
UnitedHealthcare
07.2023 - 01.2025
- Manage patient access processes, including registration, insurance verification, and appointment scheduling.
- Assist patients with navigating healthcare services and resolving any issues related to access.
- Utilize electronic health record systems to manage patient information and ensure accurate data entry.
- Provide excellent customer service to patients, ensuring a positive experience and efficient service delivery.
Customer Service Quality and Audit Representative
Executive Insurance
01.2016 - 12.2022
- Managed customer service quality audits to ensure compliance with company standards.
- Conducted detailed analyses of customer service interactions to identify areas for improvement.
- Utilized Cirrus product systems to manage and track service quality metrics.
- Leveraged resources in Knowledge Central and April Tools to assist in resolving complex customer inquiries.
- Provided training and support to customer service representatives on best practices and quality standards.
IT Customer Service Representative
Marriott
06.2012 - 12.2015
- Provided technical support and assistance to customers via email, and live chat.
- Handled customer inquiries and resolved issues related to various IT products and services.
- Used ICUE, Echo, ODAR, and DOC360 to manage customer information and track service tickets.
- Managed escalation processes using the Escalation Tracking System (PIQ) to ensure timely resolution of critical issues.
- Assisted customers in navigating and using company products effectively, ensuring a high level of customer satisfaction.
Education
Certified Cyber Security -
Colorado State University Global Campus
08.2024
Certified Media Communication - undefined
Full Sail University
Orlando, Florida06.2016
Highschool Diploma - undefined
James Madison Highschool
Norcross, GA05.2012
Skills
- Technical Proficiency: Cirrus product systems
- Knowledge Central
- April Tools
- ICUE
- Echo
- ODAR
- DOC360
- Escalation Tracking System (PIQ)
- Customer Service: Live person chat experience
- Problem-solving
- Customer relationship management
- Communication: Excellent verbal and written communication skills
- Ability to explain technical concepts to non-technical users
- Quality Assurance: Conducting audits
- Analyzing service interactions
- Training and development
Certification
- Certified Customer Service Professional (CCSP)
- ITIL Foundation Certification
Timeline
Patient Access Representative
UnitedHealthcare
07.2023 - 01.2025
Customer Service Quality and Audit Representative
Executive Insurance
01.2016 - 12.2022
IT Customer Service Representative
Marriott
06.2012 - 12.2015
Certified Media Communication - undefined
Full Sail University
Highschool Diploma - undefined
James Madison Highschool
Certified Cyber Security -
Colorado State University Global Campus
Similar Profiles
Cheryl LauerCheryl Lauer
Customer Service Team Lead at UnitedHealthcareCustomer Service Team Lead at UnitedHealthcare
Kimberly MarshallKimberly Marshall
Escalation Supervisor at UnitedHealthcareEscalation Supervisor at UnitedHealthcare
Alice DavisAlice Davis
Claims Analyst at UnitedHealthcareClaims Analyst at UnitedHealthcare
Garrett JonesGarrett Jones
CEO at Platinum Landscapes PC. LLC.CEO at Platinum Landscapes PC. LLC.
Matthew GarciaMatthew Garcia
Customer Service at TargetCustomer Service at Target