Data Entry Claims Processor
Resume:
Drake H. Hays
New Castle, DE **720
Cell: 302-***-****
adutll@r.postjobfree.com
Qualification Summary
Ambitious, motivated sales and retail services professional with several years of experience in management and customer service. Skilled problem solver with excellent organizational, interpersonal, and analytical skills. Ability to adapt to changes in management and work environment.
Professional Experience
AcroService Corp- Delaware Department of Labor July 2022- November 2022
Claims Processor
Input data from sourced documents.
Filing
Mail run between offices (3rd floor to 1st floor)
Account research/analysis which requires reviewing employer’s accounts in the mainframe system.
Receives and reviews sourced documents compare documents to database information, edits, codes, corrects or return documents.
Identifies causes of data entry problems.
May maintain records and files regarding work processed.
Answer inbound phone calls from claimants
Doordash, Postmates, Instacart, Grubhub
September 2018- Present
Food and Merchandise delivery.
Shop and deliver groceries to customers address
Bank of America September 2014 – July 2018
Claims Analyst II. July 2017- Present
• Responsible for answering inbound calls and processing fraud and non fraud billing disputes for Credit Card, Debit Card, ACH and ATM transactions.
• Assessing the risk of the fraud claim to determine if a temporary credit should be given or withheld.
• Analyze and Review clients accounts that may require specialized resolutions.
• Provide existing claims status to clients. Probe for more information to advocate for the client for denied claims.
• Effectively handled difficult customer calls which resulted in minimal escalated phone calls.
• Received recognition from management for an exemplary call where I displayed empathy, problem resolution and one call solution that was placed in the Bank of America call library.
Fraud Analyst II March 2016 – July 2017
• Responsible for answering inbound calls and reviewing accounts for the prevention and detection of possible fraud.
• Able to think critically and use good sound judgement in decision making.
• Dealing proficiently with customers issues in both a routine and complex environment.
• Responsible for more involved research and analysis of account activity to determine levels of risk and fraud types.
• Effectively handled difficult customer calls which resulted in no escalation calls.
• Ability to multi-task and work independently.
Collections September 2014 - March 2016
• Contact customers through an auto dialer to establish their ability, stability, and willingness to pay delinquent accounts.
• Review customer financial qualifications for repayment plans.
• Research and resolve customer disputes in regards to misapplied payments.
• Negotiated financial settlements to avoid account charge-off.
• Perform skip trace activities utilizing People Search, Credit Bureaus, and Lexis Nexis.
• Ensured that all collection practices meet FDCPA guidelines.
JC Penney 2006 – 2016
Sales Specialist
• Achieved sales in excess of $225,000 annually.
• Responsible for monthly floor presentations.
• Trained new hires
• Responsible for daily presentation of new merchandise and ensuring that inventory levels are maintained.
• Responsible for providing assistance to customers with purchases and returns.
• Exceeded weekly credit application and catalog referral goals both in person and by telephone.
• Given the authority to handle most customer issues to try to prevent involvement from upper management.
TV Guide 2005
Subscriber Services
• Handled large volume of incoming telephone calls
• Resolved a full range of customer services in a prompt and professional manner.
• Responded to customer questions regarding billing and service issues.
• Established new accounts and renewed existing accounts
Drake Hays – pg. 2
PBHGSS September 1998 – November 2004
Service Team Manager October 2000 – November 2004
• Established an average of 5vnew clients with deposits in excess of $50,000 each month.
• Managed and developed staff consisting of seven team members.
• Prospected and established new accounts with high net clients.
• Directly coordinate service requirements of UAM affiliates by building relationships and identifying required value-added servicing needs.
• Reviewed and audited 85% of all daily work flows.
• Identify and coordinate staffing and scheduling requirements for institutional desk.
• Trained representatives on new company policies and procedures.
• Responsible for the reporting of all interest and dividends for the UAM Funds Family.
Mutual Fund / Staff Representative September 1998 – September 2000
• Responsible for review of the NSCC for rejected trades and correction of errors.
• Executed accurate trades and solicited new business for PBHG Funds and UAM Funds.
• Achieved a 100% accuracy rating on incoming trades.
• Acted as a liason for PBHG Funds and UAM Funds shareholders
• Monitored incoming phone calls for quality controls.
• Responded to outside client questions and concerns on mutual funds and retirement products.
Education
Associates Degree in Business – Montgomery County Community College, 1994
Additional Training through JCP U and J Training for Customer Service, Diversity Training, and Inventory Control
Certification in proper foot measurements
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