Deneisha Clifton

• Answer a high volume of inbound calls from members and healthcare providers delivering prompt and professional customer service regarding transportation needs and eligibility

• Document all customer interactions, verifications, authorizations and outcomes using CMS tools

and scheduling platforms

• Resolve ride issues such as late arrivals, no-shows or provider changes by coordinating with

dispatch escalating urgent cases and keeping members informed

• Maintain strong call quality and compliance standards exceeding expectations in first-call

resolution

• Utilize decision-making skills to determine eligibility exceptions or special service needs

improving access for members with disabilities and chronic condition

• Adapted quickly to new systems and procedures, demonstrating flexibility in a dynamic environment.

• Took ownership of customer issues and followed problems through to resolution.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Delivered superior customer service handling escalated concerns with professionalism and empathy achieving an improvement in customer satisfaction
• Processed customer transactions with precision including refunds, cash handling, mobilepayments and credit card operation via POS system

• Answer a high volume of inbound calls from members and healthcare providers delivering prompt and professional customer service regarding transportation needs and eligibility

• Document all customer interactions, verifications, authorizations and outcomes using CRM tools

and scheduling platforms

• Resolve ride issues such as late arrivals, no-shows or provider changes by coordinating with

dispatch escalating urgent cases and keeping members informed

• Maintain strong call quality and compliance standards exceeding expectations in first-call

resolution

• Utilize decision-making skills to determine eligibility exceptions or special service needs

improving access for members with disabilities and chronic conditions

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Served as the frontline point of contact for students, parents and staff ensuring smooth respectful

communication and prompt resolution of conflicts in a dynamic setting

• Adapted to 10+ unique classroom accounts across multiple grade levels quickly analyzing needs

and tailoring service for optimal results mirroring high-volume support roles

• Maintained detailed reports for up to 10 classrooms per week demonstrating precision and

efficiency in documentation critical in CRM systems

• Responded to on-the-spot service requests such as behavior issues, questions and interpersonal

challenges with empathy and authority receiving positive feedback from administrators

• Frequently de-escalated behavioral incidents using situational awareness providing calm consistent support in high-stress situations

• Delivered engaging lesson plans aligned with curriculum standards.

• Processed customer transactions accurately and efficiently using point-of-sale systems.
• Assisted customers with inquiries and resolved issues to enhance service experience.
• Maintained clean and organized checkout area, ensuring compliance with health standards.
• Collaborated with team members to optimize workflow during peak hours.
• Trained new staff on cash handling procedures and customer service protocols.
• Maintained a clean and organized workspace, promoting a welcoming environment for customers.
• Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.