Resourceful Call Center Representative who consistently meets and exceeds productivity goals. Proven capacity to troubleshoot and resolve issues quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Profile Statement Detail oriented and quality focused professional trained in medical billing and coding, health information management, administrative support, and customer service. Hardworking, motivated, energetic, disciplined and dedicated to serve clients in a conscientious and pleasant manner. Outstanding oral and written communication skills. Strong ability to multitask, organize, and accurately assist clientele. Solid foundation in software applications, database management, and data entry. Proven ability to readily master new technology. Dedicated to maintaining strict confidentiality. Key Administration Skills Communication Skills Organizational Skills Listening Skills Flexibility Internet Problem Analysis Attention to Detail Call Center Technology Customer Service MS Word Problem Solving Persuasive Ability Attention to Detail Data Entry Excel Information Management Stress Tolerance Work Under Pressure 45 wpm MS Office
Medical Records ClerkOak Hill Hospital － Brooksville, FL.
Accurately applied proper ICD-9-CM codes and CPT-10 codes to patient accounts.
Researched and resolved incorrect payments, EOB rejections, and other issues with outstanding accounts.
Performed clerical duties and maintained an efficient, highly organized medical records department.
Retrieved, organized, filed, and assisted physicians with patient records.
Verified medical record charts.
Researched accounts receivable and consulted with insurance companies to institute settlement of accounts.
Administrative SecretaryScott Ruppert Construction Management － New Port Richey, FL.
Worked on site and in office to provide support for President of company.
Created, managed and organized all file systems and folders; hard copy and computer.
Managed day-to- day operations for large construction sites, daily interactions with trade persons, scheduled and managed jobsite meetings, and management/organization of construction office.
Answered phones, directed trades and made decisions when President was not available.
Scheduled inspections with various building departments to receive permits in a timely manner.
Worked under pressure and completed high level workloads within strict deadlines.
Key Financial (MasterCard), Clearwater, FL.
Executive Council-Fraud, Dispute and Billing Resolutions Provided high quality customer service by responding to inbound telephone inquiries, customer requests and customer concerns in a call center setting.
Researched and resolved issues regarding credit card theft, fraudulent charges, stolen identities, disputed charges, and billing issues and errors.
Primary responsibilities include managing credit card dispute caseloads by researching, investigating and resolving disputed credit card charges.
Interacting with F.B.I., Nation-wide police agencies, banks, and customers via telephone and e-mail correspondence to determine the source of the issues and correcting the errors.
Tel Save (AOL Online Phone Service), Palm Harbor, Fl.
Customer Service, Collections Provided expert customer service by answering inbound calls, receiving e-mails and making outbound calls to provide and process information in response to inquiries, concerns and requests about products and services to customers with accounts from America Online.
Primary responsibilities include: Responding promptly to customer inquiries.
Managing and resolving customer complaints.
Obtaining and evaluating all relevant information to manage product and service inquiries.
Performed customer verifications, processed orders, forms, applications and requests to set up new customer accounts.
Organized workflow to meet customer timeframes.
Managed customers' accounts and kept records of customer interactions and transactions.
Recorded details of inquiries, comments, complaints and details of actions taken.
Communicated and coordinated with internal departments and followed up on customer interactions.
Education and Training
B.A.S: Health Services AdministrationSt. Petersburg College － Tarpon Springs, FL.Health Services Administration Enter into 3rd year Junior with the 2+2 college plan Spring 2015.
A.A: GeneralSt. Petersburg College － Tarpon Springs, FL.General
DiplomaMedical Billing and Coding, St. Petersburg College － Tarpon Springs, FL.
General Education Diploma (GED)
American Health Information Management Association (AHIMA)- 2004 to present.