Summary
Overview
Work History
Education
Skills
Timeline
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Porsha Malachi

Bethesda,MD

Summary

An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience

Work History

Call Taker

AAA Club Alliance
07.2024 - Current
  • Utilized GPS technology to accurately locate stranded motorists for faster response times.
  • Consistently met or exceeded performance benchmarks related to call handling time and customer satisfaction scores.
  • Enhanced customer satisfaction by providing timely and efficient roadside assistance services.
  • Reduced wait times for stranded motorists by swiftly dispatching tow trucks and other support vehicles.
  • Coordinated alternative transportation options for customers when necessary, such as taxis or rental cars.
  • Increased member retention through exceptional customer service during stressful situations.
  • Handled challenging situations with diplomacy, resolving conflicts between customers and service providers when necessary.

APPLICATION SPECIALIST

Maximus Federal Services
12.2021 - 06.2024
  • Designed training materials and reference guides for end-users
  • Performed in-depth reviews to check compliance with applicable laws, policies and regulations
  • Provided timely information and work output to supervisors and team members
  • Approved and denied applications from the public
  • Follow all AFFORDABLE CONNECTIVITY PROGRAM and LIFELINE rules and regulations
  • Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance
  • Explained eligibility details and affordability options to consumers through email
  • Proofread documents carefully to check accuracy and completeness of all paperwork
  • Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service

QUALITY ANALYST

MAXIMUS
01.2024 - 07.2024
  • Identifying shortcomings and potential enhancements contributes to product development and refinement
  • Identifying defects
  • RECOMMENDS SOLUTIONS TO RECTIFY THEM, ENSURING THEY ARE ADDRESSED PROMPTLY AND EFFICIENTLY
  • CREATE POWERPOINTS OF MONTHLY QUALITY RESULTS AND PRESENT TO TEAM MY FINDINGS AND IMPLEMENT A PLAN ON HOW AND WHAT THEY SHOULD WORK ON
  • CREATE DAILY REPORTS OF ALL QA FINDING TO ESCALATE TO FEDERAL BOARD
  • Implemented corrective actions when necessary to improve overall product quality.
  • Evaluated performance metrics from existing processes to recommend improvements in product quality.

TRAINER MEDICAID BILLING SPECIALIST

CODICE
02.2023 - 09.2023
  • Submitted claims to insurance companies
  • Managed all payments processing, invoicing and collections tasks
  • Monitored past due accounts and pursued collections on outstanding invoices
  • Investigated past due invoices and delinquent accounts to generate revenues and reduce the number of unpaid and outstanding accounts
  • Reviewed legal claims for accuracy and issues
  • Prepared and reviewed insurance-claim forms and related documents for completeness
  • Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients
  • Retained strong medical terminology understanding in effort to better comprehend procedures
  • Updated databases with new and modified customer data
  • Trained new team members on company policies and accounting systems to keep team operations productive and efficient
  • Identified accounts to target for repossession based on careful research and analysis

CALL CENTER CUSTOMER SERVICE SPECIALIST

Codice
12.2020 - 01.2022
  • GOVERNMENT PROJECT AND DC SUMMER YOUTH PROGRAM WITH THE
  • ANSWERED INCOMING AND MADE OUTGOING CALLS TO TENANTS AND HOUSING PROVIDERS
  • ESCALATED TICKETS TO THE APPROIATE DEPARTMENT
  • TOOK OVER100 CALLS IN A DAY
  • WORKED CLOSELY WITH DC COURT TENANT AND HOUSING PROVIDERS ATTORNEY FOR POSSIBLE EVICTIONS
  • Answer incoming calls and respond to customers’ inquiries
  • Consulted with customers to determine best methods to resolve service and billing issues
  • Improved call management database by frequently changing and updating customer contact information
  • Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency
  • Explained key information regarding products and services to customers to encourage informed decision-making
  • Reviewed files, records and other obtained documents to respond to customer requests
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction
  • Strengthened team performance and productivity by training and inspiring team members
  • Accurately documented calls and caller information in CRM software and made updates to data as needed

SECURITY TEAM LEAD

Allied Universal Security Services
11.2017 - 02.2021
  • Working on the Magnetometer and metal detector machines screening individuals entering the federal government museum, Hours per week:45
  • Guarded restricted areas to prevent unauthorized entry
  • Operated scanning equipment to keep entrance lines moving efficiently
  • Worked with local and federal law enforcement agents to apprehend suspicious individuals
  • Investigated suspected incidents of fraud, employee theft and embezzlement and reported findings to law enforcement
  • Searched individuals and baggage for devices, weapons and other prohibited items
  • Monitored premises and recorded all activity in the daily officer report
  • Checked footage and live feeds from surveillance cameras for trespassers and criminal activity
  • Enforced security regulations and escorted non-compliant individuals to private areas for processing
  • Documented all security-related situations and submitted in-depth reports to superiors
  • Led security team and contributed to on-call shifts
  • Led and directed investigations of accidents, thefts and property loss on premises

SECURITY OFFICER

Whelan Security
06.2014 - 08.2017
  • Guarded restricted areas to prevent unauthorized entry
  • Checked footage and live feeds from surveillance cameras for trespassers and criminal activity
  • Responded to alarms and disturbances to maintain safety
  • Acted as first-responder for medical emergencies, incoming calls and code red situations prior to arrival of paramedics and law enforcement
  • Circulated among patrons and customers to keep abreast of emergency security situations
  • Investigated suspected incidents of fraud, employee theft and embezzlement and reported findings to law enforcement

CALL CENTER REPRESENTATIVE

Share Call Center
04.2013 - 06.2017
  • Identifies functional problems and suggests resolutions Listened and gave feedback for improvements Escalated recording to supervisor Following call center “scripts” when handling different topics
  • Identifying customers’ needs, clarifying information, research every issue and providing solutions
  • Explained key information regarding products and services to customers to encourage informed decision-making
  • Reviewed files, records and other obtained documents to respond to customer requests
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications
  • Corrected issues by giving agents targeted and highly constructive feedback
  • Trained new employees on processes to promote productivity team-wide
  • Handled escalated customer service concerns to preserve revenue streams from key customers

CUSTOMER SERVICE SUPERVISOR

Safeway
02.2010 - 04.2013
  • Displayed strong telephone etiquette, effectively handling difficult calls
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries
  • Fielded customer complaints and queries, fast-tracking them for problem resolution
  • Delivered service and support to each customer, paving way for future business opportunities
  • Assisted customer relationship management by addressing service requests and assisting front-end cashier and bagger clerk
  • Informed customers about all product lines and services offered by the company
  • Handled client inquiries with exceptional professionalism and enthusiasm

Education

High School Diploma -

Roosevelt Senior High School
06.2009

Some College -

Phoenix University
Washington, DC

Skills

  • Critical Thinking
  • Microsoft Office
  • Technical research
  • QA methodologies
  • Insurance confirmation
  • Collections

Timeline

Call Taker

AAA Club Alliance
07.2024 - Current

QUALITY ANALYST

MAXIMUS
01.2024 - 07.2024

TRAINER MEDICAID BILLING SPECIALIST

CODICE
02.2023 - 09.2023

APPLICATION SPECIALIST

Maximus Federal Services
12.2021 - 06.2024

CALL CENTER CUSTOMER SERVICE SPECIALIST

Codice
12.2020 - 01.2022

SECURITY TEAM LEAD

Allied Universal Security Services
11.2017 - 02.2021

SECURITY OFFICER

Whelan Security
06.2014 - 08.2017

CALL CENTER REPRESENTATIVE

Share Call Center
04.2013 - 06.2017

CUSTOMER SERVICE SUPERVISOR

Safeway
02.2010 - 04.2013

Some College -

Phoenix University

High School Diploma -

Roosevelt Senior High School

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Porsha Malachi