Na'Kia Simmons

Experienced Remote Chat, Phone, and Call Center Team Lead with over 10 years of customer service, healthcare insurance processing, and technical support experience. Skilled in managing teams, handling escalations, verifying sensitive data (PII/HIPAA), and ensuring compliance with health insurance programs.

Remote Chat and Phone Team Lead - Maximus - Woodlawn, MD

(2023-01)

• Assist team with application processing and escalations
• Review complex cases for compliance
• Monitor chat and support supervisors
• Provide real-time coaching
• Process Medicaid and private health insurance applications
• Verify PII and determine eligibility
• Provide technical support and system navigation

Remote Live Chat Agent / Team Lead in Training - Aerotek/Aston Carter/CNH Industrial - Baltimore, MD

(2022-02 - 2023-01)

• Supported escalations and case reviews
• Monitored chat queues and coached staff
• Processed health insurance applications
• Verified eligibility and PII
• Provided technical support

Team Lead – Open Enrollment - Aerotek/Aston Carter/CNH Industrial

(2021-10 - 2022-02)

• Managed escalations and queue monitoring
• Supported supervisors and coaching
• Processed insurance applications and eligibility verification

Call Center Representative - Aerotek/Aston Carter/CNH Industrial

(2020-09 - 2021-10)

• Processed Medicaid and private health insurance applications
• Provided technical support and customer assistance

Remote Telephone Interviewer - WBA Research

(2020-10 - 2021-05)

• Conducted interviews and data entry
• Maintained confidentiality and accuracy

Administrative Support / Dispatcher - National Delivery Systems

(2017-09 - 2020-06)

• Managed logistics and dispatching
• Maintained delivery records and client communication

Customer Service Supervisor / Cashier - Food Lion

(2016-06 - 2017-09)

• Supervised cashiers and store operations
• Handled financial transactions and reports

High School Diploma - Annapolis Senior High School (1992 - 1996)