Iesha Coker
Fountain Inn
Summary
Dynamic and results-driven professional with extensive experience at TD Bank, excelling in customer service and sales. Proven ability to resolve issues efficiently while fostering strong relationships. Skilled in EMR systems and adept at communicating effectively, ensuring a legendary customer experience. Committed to continuous improvement and dedicated to meeting diverse client needs.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Contact Center Representative
TD Bank
Greenville
11.2023 - Current
- The Contact Center Representative (US) promotes strong and lasting Customer relationships in a Contact Center environment by providing quality Customer service and sales in an efficient and highly professional manner
- Achieves a high level of success by understanding Customer needs and identifying opportunities to grow the business
- Displays positive, professional tone, exhibit empathy when required and provides a Legendary Customer Experience
- Takes ownership of Customer concerns and resolve Customer issues at first point of contact
- Ensures necessary due diligence is taken to support the accuracy of all Customer transactions
- Arrives on-time and log-in ready to receive/make Customer calls as scheduled throughout the shift
- Identifies and refers high value or potential Customers to the appropriate personnel
- Utilizes appropriate discretion and negotiation tactics when addressing disputes
- Creates an exceptional Customer experience with every client interaction and contribute to the ongoing improvement of the overall Customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions
- Identifies Customer needs and determine solutions to Customer problems
- Uses ability to discover and advise on meeting/exceeding Customer needs by asking curious questions
- Offers comprehensive product knowledge and/or guidance as it relates to their respective business area
- Ensures Customer/partner problems are handled appropriately the first time, escalating issues when necessary
- May identify cross-sell opportunities and/or refer Customers/partners to internal Bank partners
- Expected to meet the needs of Customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of Customer/partner life cycle needs
- Completes a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner
- Identifies Customer needs and determine solutions to Customer problems, particularly as it relates to digital banking products and services
Patient Access Specialist
Prisma Health
Greenville
04.2022 - 11.2023
- Checking patients in and out when they arrive for medical appointments
- Answering the phone to address patient inquiries and scheduling appointments
- Documenting insurance information, personal information, payment methods and other important patient information
- Updating patient files and appointment information accurately
- Communicating information and important details to other medical care staff
- Contacting insurance companies regarding coverage, preapprovals, billing and other issues
- Processing payments from patients and handling billing issues between patients and insurance companies
- Managing various types of paperwork and other clerical duties
Patient Service Representative
Doctors Care/UCI Medical Affiliates, Inc.
Greer
02.2021 - 04.2022
- Responsible for greeting patients and ensuring that the patient completes the sign in sheet
- Locates the patient in the practice management system or adds new patient information to the system
- Updates the system for existing patients for any changes in address, telephone number, name, and insurance carrier
- Collect co-payments from patients
- Completes patients files, attaches encounter forms, and gives patient file to the appropriate staff
- Enter patient changes into the system after the physician has seen the patient
Caregiver
Elite homecare
Greenville
10.2019 - 03.2021
- Provide client with hygiene care as directed including: bathing, grooming, oral care, dressing, undressing, toileting activities, feeding, meal preparation, linen changes, light housekeeping
- Assist client in active and passive range of motion defined by the plan of care, document observed changes, report any changes to the Office
- Assist client in walking and transportation to doctor appointments, outdoor activities, shopping
- Develop and promote a safe environment for quality client care through adherence to established policies, procedures, and standards
- Ensure client's rights are adhered to
Concierge
Pearl at Eastside
Greenville
10.2019 - 07.2020
- Oversees the community entry area for visitors, guest and residents, extends a warm welcome and greeting, offers and provides beverages to visitors and guest
- Contacts the Community Engagement Director and Executive Director or Department Director to meet with prospective residents, families or visitors and ensures wait times are minimal
- Greets potential candidates interested in learning more about Phoenix careers and job openings at the community
- Director candidates to apply online or captures the candidate's information onsite to launch the recruitment process
- Answers incoming calls and resident calls within two - three (2 - 3) rings with the appropriate community greeting message and identification
- Tales complete messages with pertinent information (name, number, message, time, date) as appropriate and communicates messages to the intended recipient
- Offers and provides a community overview to the caller, determines who to forward the caller to and notifies the caller who they are being transferred to and announce the caller to the community associate
- Manages appointments for residents and family members such as but not limited to hair dresser, transportation, other
- Sends get well cards to residents in the community (obtain community leaders signatures before delivering card)
- Sends sympathy cards to families and/ or responsible parties as needed (obtain community leaders signatures before delivering card)
Patient Service Representative
Doctors Care
Greenville
04.2018 - 08.2019
- Responsible for greeting patients and ensuring that the patient completes the sign in sheet
- Locates the patient in the practice management system or adds new patient information to the system
- Updates the system for existing patients for any changes in address, telephone number, name, and insurance carrier
- Collect co-payments from patients
- Completes patients files, attaches encounter forms, and gives patient file to the appropriate staff
- Enter patient changes into the system after the physician has seen the patient
Packer
Syncreon
Greer
07.2016 - 02.2018
- Packing parts and making sure it's at the right quantity, to the right place at the right time, in the right condition and the right cost
- Verifying the part number and making sure no damage to part
- Following a guide to be sure that putting parts in box right way, then following another guide to be sure that box goes in right position
- Multitasking and fast paced
Cashier
Cracker Barrel
Greenville
11.2015 - 02.2016
- Welcome the guest with a smile; just great customer service
- Answered customers questions and provide them with information
- Assisted customers by providing information and resolving their complaints
- Received payments by cash, credit cards or automatic debits, and make change as necessary
- Maintain clean and orderly check out areas and completed other general cleaning duties, such as mopping floors and emptying trash cans
Cashier
Burger King
Greenville
10.2015 - 11.2015
- Assist with daily operations
- Greet Burger King Guests
- Take orders and receive payment for transactions
- Clean and stock guest areas
- Prep sandwiches and other items ordered
- Clean, sanitize and keep food areas stocked
- Meet restaurant and customer service objectives
Cashier
Walmart
Greenville
04.2015 - 10.2015
- Greeting customers and making sure they find everything they need
- Ringing up customer purchases throughout the day
- Operating cash registers while adhering to store policy on returns and coupons
- Putting away merchandise and rotating stock as needed
- Ensuring the immediate removal of damaged or expired wares
- Ensuring effective merchandise presentation
- Ensuring cleanliness in their department
- Assisting customers with locating products
- Keeping their workstation clean at all times
- Promoting various Walmart products like extended warranties and store credit card offers
Packer
Bausch & Lomb
Greenville
02.2015 - 04.2015
- You will monitor machines and move product throughout various stages of the manufacturing process
- Follow established Standard Operating Procedures (SOPs) and Good Manufacturing Practices (GMPs)
- Perform machine cleaning and maintenance as needed
- You will follow all safety requirements
Cashier/ Shift Leader
Hardee's
Easley
07.2009 - 02.2015
- Welcome the guest with a smile; just great customer service
- Answered customers questions and provide them with information
- Assisted customers by providing information and resolving their complaints
- Received payments by cash, credit cards or automatic debits, and make change as necessary
- Maintain clean and orderly check out areas and completed other general cleaning duties, such as mopping floors and emptying trash cans
Medical Assistant Extern
Hardee's
Travelers Rest
11.2013 - 01.2014
- Record patient medical history, vital statistics, or information such as test results in medical records
- Prepare treatment rooms for patient examinations, keeping the rooms neat and clean
- Interview patient to obtain medical information
- Show patients to examination rooms and prepare them for the physician
- Perform routine laboratory tests and sample analysis
Education
Associate of Applied Science - Medical Assist
Brown Mackie College
Greenville, SC01.2014
High school diploma -
Easley High School
Easley, SC08.2010
Skills
- Phlebotomy
- Patient Care
- Customer Service
- Communications
- Customer Service Skills
- Sales
- EMR Systems
- Proven leadership abilities
- Self starter with professional manner
- Proficient in clinical setting
- Ability to stay on task and remain calm in fast-paced work environment or in the presence of conflict
- Ability to learn quick once shown what to do
- Willing to learn anything new
- Very helpful and kind hearted
- Caregiving
- Hospital Experience
- Medical Office Experience
- HIPAA
- Medical Receptionist
- Medical Records
- Epic
- Analysis skills
Certification
- First Aid Certification
- CPR Certification
Timeline
Contact Center Representative
TD Bank
11.2023 - Current
Patient Access Specialist
Prisma Health
04.2022 - 11.2023
Patient Service Representative
Doctors Care/UCI Medical Affiliates, Inc.
02.2021 - 04.2022
Caregiver
Elite homecare
10.2019 - 03.2021
Concierge
Pearl at Eastside
10.2019 - 07.2020
Patient Service Representative
Doctors Care
04.2018 - 08.2019
Packer
Syncreon
07.2016 - 02.2018
Cashier
Cracker Barrel
11.2015 - 02.2016
Cashier
Burger King
10.2015 - 11.2015
Cashier
Walmart
04.2015 - 10.2015
Packer
Bausch & Lomb
02.2015 - 04.2015
Medical Assistant Extern
Hardee's
11.2013 - 01.2014
Cashier/ Shift Leader
Hardee's
07.2009 - 02.2015
Associate of Applied Science - Medical Assist
Brown Mackie College
High school diploma -
Easley High School