Shunda Wesley

**** **** ***** *****

Kansas City, MO 64134

actdbv@r.postjobfree.com -

816-***-****

Work Experience

Customer Solution Expert CareCentrix -Overland Park, KS

April 2015 to Present

Responsibilities

• Works closely with health plans/payers and maintains strong business relationships.

• Provides appropriate issue resolution and/or escalation when needed. Works under moderate supervision, with clinical oversight.

• Reviews and adheres to all Company policies and procedures and the Employee Handbook.

• Participates in special projects and performs other duties as assigned.

• Possess excellent communication (verbal/written), organizational and interpersonal skills.

• Manages multiple tasks, detail oriented, responsive, and demonstrates independent thought and critical thinking.

• Participates in and contributes to performance improvement activities.

• Learn, understand and maintain working knowledge of products and services offered by the company.

Accomplishments

Accurate and complete data collection from referrals and completion of applicable paperwork. Interpret, verify and accurately enter data into computer to process orders.

• Answers telephone calls in a professional, friendly, helpful manner.

• Ensure patient qualifies for the type and quantity of product(s) ordered, based upon the patient's insurance and/or SMS contract guidelines.

• Obtain insurance authorization, when necessary.

• Promptly respond to and resolve customer issues.

Skills Used

*Excellent communication (verbal/written), organizational and interpersonal skills.

• Manage multiple tasks,detail oriented, responsive, and demonstrate independent thought and critical thinking.

• Embraces the values of accountability, consistency, engagement, empowerment, compassion, respect and outstanding service.

• Demonstrates curiosity and desire to learn about the healthcare industry.

• Problem solving skills, as well as the ability to effectively interact with all levels of management and highly diverse customers.

Insurance Risk Assessor II

Quest Diagnostics - Kansas City, MO

March 2013 to April 2015

Responsibilities

Answer incoming calls complete insurance applications in a timely manner. Make outbound calls to applicants to complete underwriting process in a professional manner

Accomplishments

Most completed cases on team averaging 30+ cases per day promoted to interviewer II within 8 months of employment

Skills Used

Adapted to change efficiently. Learned 300+ company specifics. Ability to multitask and adjust to working under pressure

Client Service Representative

Efinance - Overland Park, KS

April 2015 to June 2015

Responsible for developing new business by making contact with customer application leads using telephone, email, and fax.

• Evaluates loan applications based on lending company criteria and requirements which could include collecting and approving bank statements and pay stubs, verifying employment, and performing 3-way bank calls.

• Clearly explains terms of customer loan contracts in their entirety.

• Responsible for changing and updating customer information in operating systems.

• Prevents customers from withdrawing their application by making special offers.

• Identifies fraudulent applications using verbal or online confirmation of application information.

• Accepts a minimum number of customer applications per day, based on tenure.

• Averages a minimum number of calls per day, based on tenure.

• Converts a minimum percentage of applications into a funded loan, percentage based on tenure.

• Ensures compliance with all company and departmental policies, procedures, and guidelines

Knowledge, Skills, and Abilities:

• Excellent and professional verbal communication skills; speaking with proper grammar, excellent enunciation, and a friendly tone of voice.

• Effective and professional written communication skills.

• Energetic "Sales Personality":

o Able to quickly adapt to new situations and changing work environment.

o Adjusted approach based on customer needs; actively listened and connected with customer.

o Helpful, courteous with a positive attitude.

o Demonstrated initiative and creativity in identifying customer needs; ability to overcome objections.

o Competitive, yet team oriented, spirit.

• Ability to manage multiple tasks, effectively managed time, and prioritized work responsibilities appropriately while maintaining attention to detail.

• Ability to calculate basic math (addition, subtraction, multiplication, division) without use of calculator.

• Proficient in typing and 10-key.

• Proficient in Microsoft Office Applications (Word, Outlook, Excel) and Internet Explorer.

Escalations Supervisor

NCO financial Systems - Overland Park, KS

April 2012 to June 2015

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

•Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

•Check to ensure that appropriate changes were made to resolve customers' problems.

•Determine charges for services requested, collect deposits or payments, or arrange for billing.

•Refer unresolved customer grievances to designated departments for further investigation.

•Review insurance policy terms to determine whether a particular loss is covered by insurance.

•Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

•Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

•Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

•Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase bills.

Education

AAS in Surgical Technology

Anthem College - Kansas City, MO

2010 to 2012

High School Diploma

Lincoln College Prep kansas city - Kansas City, MO

May 2000

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