Akilah Gomez-Denham
Country Club Hills
Summary
Dedicated customer service professional with experience in insurance and healthcare support seeking a role in mental health services where I can use strong communication, problem-solving, and client care skills to support individuals with compassion and professionalism.
Overview
9
9
years of professional experience
Work History
Call Representative
Blue Cross Blue Shield of Illinois
Chicago, IL
07.2023 - 01.2025
- Provided customer support by addressing inquiries and resolving issues efficiently.
- Managed high-volume call traffic while maintaining quality assurance standards.
- Documented customer interactions accurately in the CRM system for future reference.
- Collaborated with team members to enhance service delivery and client satisfaction.
- Handled sensitive information in compliance with HIPAA regulations and company policies.
- Evaluated and processed insurance claims for accuracy and compliance with company policies.
- Conducted reviews of claim files to identify trends, recommending process improvements as needed.
- Assisted in the development and implementation of benefits communication strategies for employees.
Certified Nursing Assistant
Ingalls Hospital
Harvey, IL
01.2022 - 07.2023
- Assisted patients with daily living activities to promote comfort and well-being.
- Monitored vital signs and reported changes to nursing staff for timely interventions.
- Maintained accurate patient records to ensure compliance with healthcare regulations.
- Collaborated with multidisciplinary teams to enhance patient care plans and outcomes.
- Monitored client behavior and reported observations to ensure safety and well-being.
- Documented client progress and treatment activities accurately in electronic health records.
- Provided daily support to mental health professionals during therapy sessions and assessments.
Mail Carrier
United States Postal Service, USPS
Chicago, IL
01.2020 - 07.2022
- Delivered mail and packages efficiently across assigned routes, ensuring timely service.
- Maintained accurate records of deliveries and pickups to ensure accountability.
- Adhered to safety protocols while operating delivery vehicles in various weather conditions.
- Navigated complex neighborhoods using postal maps and GPS technology for optimized routes.
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
Fast Food Manager
Wendys
Oak Forest, IL
11.2015 - 08.2021
- Supervised daily operations to ensure adherence to quality standards and customer satisfaction.
- Trained and mentored staff on food safety protocols and efficient service techniques.
- Streamlined inventory management processes, reducing waste and improving cost efficiency.
- Implemented new procedures that enhanced team productivity during peak hours.
- Managed scheduling to optimize labor costs while meeting operational demands.
Education
Social Work
Olive Harvey City College
Chicago, ILNo Degree - Criminal Justice
South Suburban College of Cook County
South Holland, ILHigh School Diploma -
Rich Central H.S
Olympia Fields, IL05.2017
Skills
- Customer service
- Call center customer service
- Goal oriented
- Claims review
- Claims
- Behavioral management
- Mental health awareness
- Suicide prevention
- Behavior observation
Timeline
Call Representative
Blue Cross Blue Shield of Illinois
07.2023 - 01.2025
Certified Nursing Assistant
Ingalls Hospital
01.2022 - 07.2023
Mail Carrier
United States Postal Service, USPS
01.2020 - 07.2022
Fast Food Manager
Wendys
11.2015 - 08.2021
Social Work
Olive Harvey City College
No Degree - Criminal Justice
South Suburban College of Cook County
High School Diploma -
Rich Central H.S