LiveCareer-Resume

client services associate resume example with 8+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

Tech savvy, client-focused Client Service Associate offering four years of experience managing key accounts to deliver superior service. Expertise in providing client support, maintaining files and records and preparing quantitative, comparative performance evaluations. Committed to collaborating with clients and management to achieve business objectives and drive customer retention.

Skills
  • Building Customer Trust and Loyalty
  • Customer Account Management
  • Responding to Difficult Customers
  • Courteous with Strong Service Mindset
  • Verbal and Written Communication
  • Multitasking and Prioritization
  • Efficient and Detail-Oriented
  • Microsoft Office Suite
  • Process improvement specialist
  • Technical Support
Education
Southern New Hampshire University Manchester, NH, Expected in 02/2023 Bachelor of Science : IT - Data Analysis - GPA :

GPA: 3.904

Certifications

Lean Six Sigma Green Belt Certified (v4.0 2019)

Google IT Support Professional Certificate (2021)

Work History
Triumph Bancorp, Inc. - Client Services Associate
Mount Carroll, IL, 06/2018 - 12/2022
  • Develop, analyze, and deliver to C-suite staff complex client metrics reports from multiple data sources and proprietary data lakes.
  • Manage and develop client-requested data analytics research.
  • Enable senior client-facing team members to demonstrate Cotiviti's client value through trend analysis and generation of year over year claims auditing performance metrics.
  • Develop client account performance presentations.
  • Present data to clients in routine account management meetings.
  • Collaborate directly with clients to discuss progress, goals, and implementation of auditing requirements.
  • Drive adjustments to finance and operations teams' data workflows to ensure successful sync with external client data systems.
  • Prepares and delivers routine correspondence on behalf of the team.
  • Acts as central point of contact for healthcare provider calls as needed.
  • Maintain focus on KPIs and update scorecard with related metrics.
  • Schedule and coordinate client meetings, prepares and distributes meeting agendas and minutes.
  • Creates and maintains several SOPs, training documents, and Scope documents across multiple client accounts.
  • Mentor and train less seasoned client team members.
  • Train client and provider representatives around use of client/provider facing tools developed by Cotiviti.
Cotiviti Healthcare - Payment Accuracy Specialist
City, STATE, 05/2017 - 06/2018
  • Assigned to Hyderabad, India office to complete stand up training of new auditing team there.
  • Developed automated audit tools and job task guides for offshore team and callers using MS Excel.
  • Trained offshore team how to perform COB audit on healthcare claims.
  • Involved in initialization, troubleshooting, and start-up of two new audit accounts.
  • Generated reports with data exported to MS Excel based on data load contents, account performance, data trends, and areas of opportunity.
  • Implemented screen scrape plan for multiple accounts to increase ROI.
  • Assisted in onboarding and training of new hires.
  • Created SOPs for all audit processes on assigned client accounts.
  • Developed and drove knowledge shares training sessions to improve current audit processes.
Capgemini - Client Success Associate/Process Lead
City, STATE, 07/2016 - 05/2017
  • Acted as liaison between Capgemini and Long-Term Care (LTC) insurance carrier, CNA.
  • Provided support to all business units related to LTC claim processing.
  • Partnered with Project Managers, Audit Team Leadership, and client's Sales Team to unsure client's unique needs and SLA's were being met on monthly basis.
  • Partnered with Finance, Audit Team, and Mail Ops leadership in order to develop training documents for standard tasks for new hires.
  • Generated detailed monthly reports using large raw data sets to identify at risk claims.
  • Contributed to redesign of core software programs to improve productivity and functionality.
  • Researched formal Department of Insurance complaints.
  • Handled all forms of outbound communication to plan beneficiaries.
  • Generated and maintained reports around monthly customer escalations.
  • Generated ad-hoc reports around targeted metrics at client's request.
Sony Online Entertainment - Sony Playstation
City, STATE, 09/2014 - 07/2016
  • Handled any escalated customer service or adjudication tickets (IE vacation overrides, prior-authorizations, FSA/HSA reimbursements, HRA issues, delivery issues, client complaints).
  • Successfully developed detailed monthly adjudication error reports using MS Office Suite and assisted in establishment of adjudication quality program.
  • Prioritized daily workload to maintain maximum efficiency while working with time sensitive issues and deliverables.
  • Created and maintained monthly quality reports to identify department's areas of opportunity and error trends.
  • Partnered with training department to provide feedback on adjudication error trends to help tailor future training material for reported areas of opportunity.

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Resume Overview

School Attended

  • Southern New Hampshire University

Job Titles Held:

  • Client Services Associate
  • Payment Accuracy Specialist
  • Client Success Associate/Process Lead
  • Sony Playstation

Degrees

  • Bachelor of Science

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