Ajah Robertson
Columbus
Summary
I am an dedicated Customer Service Agent with 6 years of experience in providing exceptional support and maintaining high customer satisfaction. Proven expertise in issue resolution, order processing, and effective communication. Seeking to leverage skills in a Customer Service Agent role to enhance customer experience and drive company success.
I am also committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. An strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Member Advocate
Teleperformance
10.2025 - 01.2026
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Prepared and processed patient referrals and transfer requests.
- Registered and verified patient records before triage with most up-to-date information.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Processed medical insurance claims and payments.
- Assisted with medical coding and billing tasks.
- Received and routed laboratory results to correct clinical staff members.
Fraud Representative
American Bankers
05.2025 - 09.2025
- Provide exceptional customer service by addressing inquiries and resolving issues in a timely and efficient manner.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
Customer Service Representative
Carenet
Remote
08.2022 - 12.2024
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved accounting, service and delivery concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Claims Representative
Total System Services
08.2019 - 06.2022
- Examined reports and accounts to ensure the integrity and accuracy of information, enhancing the reliability of data.
- Conducted interviews with policyholders to verify information and obtain additional details, improving the overall quality of case assessments.
- Modified, updated, and processed existing policies, contributing to efficient policy management and customer satisfaction.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Collaborated with internal departments and external vendors to resolve claims.
- Calculated adjustments, premiums and refunds.
- Modified, updated and processed existing policies.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Verified client information by analyzing existing evidence on file.
- Followed up with customers on unresolved issues.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Processed and recorded new policies and claims.
Customer Service Representative
Sitel
08.2016 - 06.2019
- Delivered comprehensive support to both internal and external customers, ensuring queries and concerns were effectively addressed to maintain high satisfaction levels.
- Facilitated appointment scheduling, managed special order requests, and coordinated merchandise pick-up to streamline customer service processes.
- Liaised with vendors to confirm backorder availability and manage future inventory and special order details.
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Investigated and resolved customer inquiries and complaints quickly.
Education
High School Diploma - General Education
Columbus High School
Columbus, MS01.2015
Skills
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Order and Refund Processing
- Upselling Products and Services
- Verbal and Written Communication
- Calm and Professional Under Pressure
- Medical coding
- Fee collection
- Policy understanding
- Claims investigation
- Time management
- Team collaboration
- Promotional support
- Retail loss prevention
- Goal oriented
- Meeting deadlines
- Calm demeanor
- Cleaning techniques
- Problem resolution
- Computer proficiency
- Product knowledge
- Documentation
- Multitasking and organization
- Active listening
- Money handling
- Data entry
Timeline
Member Advocate
Teleperformance
10.2025 - 01.2026
Fraud Representative
American Bankers
05.2025 - 09.2025
Customer Service Representative
Carenet
08.2022 - 12.2024
Claims Representative
Total System Services
08.2019 - 06.2022
Customer Service Representative
Sitel
08.2016 - 06.2019
High School Diploma - General Education
Columbus High School