Unique Every
New Orleans
Summary
Customer-focused call center professional with experience in fast-paced environments handling customer support, problem resolution, and team leadership. Promoted to Customer Service Supervisor at Sleep Number and later promoted to Agent Support Representative while working on BC FORWARD contracts. Strong communication, multitasking, and customer service skills.
Overview
9
9
years of professional experience
Work History
Chat Specialist - Medicaid (contract)
BCforward
04.2025 - 11.2025
- Handled high-level inquiries from the Governor’s office, legislature, senior leadership, and partner organizations.
- Adhered to agency policies and call center protocols while providing consistent, accurate support.
- Researched and resolved complex customer concerns and case discrepancies using internal systems.
- Provided technical assistance to providers and staff on billing, reimbursement, prior authorizations, and eligibility.
- Coordinated with health plans and pharmacies to resolve urgent medical issues in real time.
- Processed a wide range of case actions while maintaining accuracy and compliance standards.
- Verified and updated system data to reflect current and correct information.
- Created and prepared documents for research and collaborated on issue resolution.
- Delivered support both virtually and in-person to members and the general public.
- Completed monthly, quarterly, and on-demand statistical reports as requested.
Unemployment Claims Agent (contract)
BC Forward
07.2024 - 04.2025
- Conduct interviews and gathering information to process Unemployment Insurance benefit claims.
- Answer inbound calls in a timely manner and responding professionally when interviewing claimants for unemployment insurance benefits, excellent customer service is provided over the telephone in order to obtain and record demographic, wage, and work information, as well as information regarding severance and pension payments, medical documentation, disputed eligibility status, and various other issues.
- Use active listening to understand customer questions, complaints, and overall needs in order to verify eligibility and ensure prompt payment of benefits.
- Route calls to the appropriate departments or resources when needed.
Medicaid Call Center Representative - (contract)
BCforward
07.2023 - 07.2024
- To perform research and analysis related to Medicaid programs
- Participates in on-the-job training program, which involves rotation from project to project training in various program areas
- Researches, analyzes and compiles data for various reports
- Provides assistance in response to inquiries from the general public and public officials relative to Medicaid eligibility, payments, policy and procedures
- Reviews and analyzes data for corrective action, fiscal impact, etc
- Updates and monitors system databases
- Maintains records, prepares reports and conducts correspondence relative to the program element assigned
- Researches and analyzes provider billing practices via complex system reports and/or on site visits and recommends sanctions in accordance with state and federal regulations
- Consults with Information Technology staff to assure policy is correctly reflected by system programming
Scheduler/Receptionist
Total Joy Healthcare
Houston, TX
02.2022 - 06.2023
- Maintained accurate documentation of patient records, including assessments, progress notes, and medication administration
- Conducted regular evaluations of staff performance and provided feedback for improvement
- Ensured compliance with all regulatory requirements and standards in the delivery of home health services
- Facilitated communication between patients/families and healthcare providers regarding treatment plans
- Ensure that all onboarding paperwork is turned in and completed for new caregivers
- Clock in/out caregivers in AxisCare and HHAExchange
- Submit encounters and invoices in HomeAlign
- Schedule clients according to their authorization
Call Center Representative (Remote Contract)
Kforce
New Orleans, LA
09.2021 - 02.2022
- Answer phones.
- Assist with determining eligibility for IHP programs.
- Process registrations, appeals.
- Request inspections.
- Assist customers with finding Vaccine providers, Assist customers with any information needed regarding COVID-19 &/or vaccines.
Customer Service Supervisor
Sleep Number
Elmwood, LA
09.2019 - 09.2021
- Answering incoming calls from owners and the retail field in prompt fashion.
- Answering general product related questions.
- Record specific product concerns.
- Attend and actively participate in all scheduled coaching and training
- File damage, theft and Allergen claims.
- Tech support
- Troubleshoot mattress and remote to ensure the customers received the best quality sleep.
- Assistance with submitting finance applications.
Payroll Assistant/Dispatcher
Elliott Security Solutions
New Orleans, LA
09.2017 - 09.2019
- Maintains payroll information by collecting, calculating, and entering data. Updates payroll records by entering changes in exemptions, insurance coverage, savings deductions, and job title and department/division transfers.
- Timekeeping.
- Dispatch officers to different posts and Fill posts if vacant.
- Record incident reports.
- Update, create and issue schedules.
Patient Access Representative
Desert Regional Medical Center
Palm Springs, CA
09.2016 - 07.2017
- Greets patients and their caregivers and records pertinent information into a computer database
- Records insurance information and obtains pre-approval for treatment if needed
- Relays information between patients and other staff members, and provides them with updates as needed
- Prioritizes the order of care so that the most critical patients are seen first
- Keeps paper and electronic medical records, and updates these records as needed
- Provides information to insurance companies in order to assist with billing
- Assists patients during checkout, and ensures they have post-treatment instructions if required
- Refers individuals to outside agencies when unable to meet their needs
- Calculates payment information, accepts funds, and credits accounts accordingly
Education
High School Diploma -
Broadmoor High School
Baton Rouge, LA05.2013
Skills
- Quick typing
- CRM experience
- Language fluency
- Empathy display
- Customer service excellence
- Microsoft office
- Data entry
- Conflict resolution
- Professionalism
- Administrative and office support
Timeline
Chat Specialist - Medicaid (contract)
BCforward
04.2025 - 11.2025
Unemployment Claims Agent (contract)
BC Forward
07.2024 - 04.2025
Medicaid Call Center Representative - (contract)
BCforward
07.2023 - 07.2024
Scheduler/Receptionist
Total Joy Healthcare
02.2022 - 06.2023
Call Center Representative (Remote Contract)
Kforce
09.2021 - 02.2022
Customer Service Supervisor
Sleep Number
09.2019 - 09.2021
Payroll Assistant/Dispatcher
Elliott Security Solutions
09.2017 - 09.2019
Patient Access Representative
Desert Regional Medical Center
09.2016 - 07.2017
High School Diploma -
Broadmoor High School