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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
Work History
01/2014 to Current
Quality Review Audit Senior Representative Abbvie, Inc Hattiesburg, MS,
  • Audit Texas Medicaid/and Medicare claims check for overpayment/underpayments.
  • Effectively communicate with other processors and upper management to ensure claim is reprocessed correctly.
  • Adjudicate claim errors that have been identified through the auditing processes and placed in pend status.
  • Identify and report trends to upper Management.
  • Work with management in developing appropriate remediation steps to address audit findings and error trends.
  • Train other auditors and assist with creating the current job aids and other related material for the Internal Monitoring department.
  • Ability to meet production demands and maintain a high level of quality.
  • This may include overtime during peak seasons.
  • Support and drives process improvement to further enhance service outcomes, opportunities for streamlining processes and procedures reducing rework.
  • Supports and reinforces update and/or new information, SOP tools, system enhancements and workflow etc.
01/2013 to 01/2014
Collections Supervisor Southwest Airlines Wichita, KS,
  • Managed a team of 10 medical collections representatives.
  • Assisted with training of new customer representatives in collections and helped motivate new team members with various incentives.
  • Created a phone call scheduling strategy when calling back providers in order to maintain consistent contact.
  • Delivered outstanding customer service in a variety of situations and settings related to account management.
  • Followed all regulations regarding fair debt practices and privacy.
  • Investigated accounts that had possible errors in balances by using accounting system software.
  • Met or exceeded all company goals related to amount of revenue gained from resolved accounts.
  • Negotiated terms of payment for clients in order to resolve delinquent accounts.
  • Recovered lost revenue with persistent contact of clients with extremely past due accounts.
  • Remained calm and upbeat during calls with unsatisfied customers.
05/2011 to 10/2012
Customer Service Supervisor II Abm Fort Lauderdale, FL,
  • Managed a team of customer service representatives that answered calls for the broker teams and customers.
  • Acknowledged customer issues and resolved their problems quickly and efficiently.
  • Assisted clients in understanding their available options and helped them select the right service plans for their needs.
  • Contacted existing and new brokers to personally manage and concerns regarding customers concerns regarding the marketing material, benefits and cover their needs and to explain how certain products could be useful to them.
  • Collaborated with Enrollment and Claims department to plan, develop and implement more effective ways to manage customer concerns.
  • Effectively communicated with other employees and upper management to ensure complete care of customers.
  • Remained calm and upbeat during calls with unsatisfied customers.
  • Work with team on improve first call resolutions and providing the customer with sound follow up.
  • Followed up with customers ensuring their satisfaction with their purchases.
  • Fulfilled administrative duties, including: completing and filing paperwork, directing a multi-line phone and setting appointments.
08/1995 to 03/2011
Collections Supervisor HSBC Bank City, STATE,
  • Managed a team of 18 senior collections representatives in a call center environment.
  • Assisted with training of new customer representatives in collections and helped motivate new team members with various incentives.
  • Created a phone call scheduling strategy when calling back customers in order to maintain consistent contact.
  • Delivered outstanding customer service in a variety of situations and settings related to account management.
  • Ensured client database was free from mistakes regarding name, address and other forms of contact information.
  • Investigated accounts that had possible errors in balances by using accounting system software.
  • Followed all regulations regarding fair debt practices and privacy.
  • Maintained positive relationships with customers in order to return their accounts to good standing.
  • Negotiated terms of payment for customers in order to resolve delinquent accounts.
  • Operated a computerized customer service call system in order to contact clients about accounts.
  • Negotiated terms of payment for customers in order to resolve delinquent accounts.
  • Responsible for managing my queue and clearing all complex customer issues or concerns.
Skills
  • Account management
  • Accounting system
  • Administrative duties
  • Auditing
  • Benefits
  • Call center
  • Client
  • Clients
  • Customer service
  • Database
  • Directing
  • Filing
  • Forms
  • Managing
  • Marketing
  • Mmaterial
  • Peak
  • Processes
  • Process improvement
  • Processors
  • Quality
  • Scheduling
  • SOP
  • Sound
  • Strategy
  • Phone
  • Workflow
  • Quality auditor
Education
Expected in
Bachelors of business:
Wesley College - Dover, DE
GPA:
Expected in
Bachelors of political science:
Morgan State University - Baltimore, MD
GPA:

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Resume Overview

School Attended

  • Wesley College
  • Morgan State University

Job Titles Held:

  • Quality Review Audit Senior Representative
  • Collections Supervisor
  • Customer Service Supervisor II
  • Collections Supervisor

Degrees

  • Bachelors of business
  • Bachelors of political science

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