Customer Service Quality Assurance

Tabitha Musgrove

**** ************ ****. 817-***-**** - Mobile

Dallas, TX 75206 ***************@*****.***

Career Objective

A job within Finance such as accounts payable/receivable, account reconciliation and/or billing.

Skills Summary

* Finance professional with nine years of experience in the Healthcare, Banking and Retail Franchise industry.

* Rapid progression to leadership and increased responsibility within a limited timeframe at company.

* Quick to master new skills and grasp new ideas with very little supervision.

* Detail oriented with excellent office and people skills with emphasis on customer service.

* Accurately reconciled accounts demonstrated by a quality assurance check of 98% or better.

Experience

CUNA Mutual Group, Ft. Worth, TX 08/2011–Present

Billing Services Specialist

* Resolve product related issues identified in assigned client accounts and engage company personnel with the knowledge required to effectively address the issues identified.

* Review and balance daily lockbox deposits, bill settlement, work disputes and refunds ensuring accuracy and completeness. Initiate settlement of premium and refunds through Web EFT system including inter company transfers.

* Perform accounting duties suck as daily reconciliations and suspense accounts. Conducts all account out of balance research to include member and credit union accounts as well as monthly general ledger reconciliations.

* Responsible for accounts receivable, collections and follow ups for both current and newly assigned customer accounts.

* Provides guidance and assistance to customers by explaining product guidelines, verifying information, responding to inquires and providing follow-up support to customers as needed.

* Assists Generalists in resolving complex and escalated inquires.

* Serves as the first point of contact from Credit Unions and internal customers regarding customer calls that require deep product/system knowledge and research.

Kaiser Permanente, Ft. Worth, TX 11/2006–08/2011

Team Lead

Senior Account Service Representative

* Account maintenance, billing, reconciliation, accounts receivable, and customer service related activities.

* Trained new employees and identified as an expert among peers.

* Conducted audits of purchasers with payment variances, unallocated payments, etc.

* Resolved payment discrepancies and delinquencies.

* Ensured purchasers compliance with health plan policies and contractual provisions.

* Prepared reports and initiate and manage purchaser correspondence.

* Assisted with the production and distribution of payment-related reports required by purchasers and management.

* Maintained supporting documentation including logs and records.

* Worked with internal and external customers and vendors to resolve any issues related to membership administration activities.

* Participated in team based projects and contribute to customer service operations improvement initiatives.

* Selected as a Subject Matter Expert to train, test, and validate Macess Exp software for company.

* Traveled to Colorado and California to train to aid in assisting with the relocation of the facilities.

Arkansas Tobacco Control Board, Little Rock, AR 10/2004–07/2006

Administrative Assistant

* Prepared daily, weekly, and monthly reports of tobacco permit sales for record keeping purposes.

* Issued retailers, wholesalers, and manufacturer’s cigarette/tobacco permits for the state of Arkansas.

* Communicated results of permit applications and suggested areas of improvement if applicable.

* Entered accounts payable to be processed by a third party.

Jack Godfrey & Sons, Inc., Arlington, TX 07/2001–08/2004

Accounting Clerk

* Utilized DacEasy and Quickbooks software to record accounts payables and receivables.

* Inputted payment’s received from customers on franchise fees, parts, and equipment into DacEasy software.

* Established new vendor accounts including assigning general ledger codes.

* Invoiced 300 + customers for regularly purchased parts and equipment as well as annual franchise fees.

* Recorded and distributed payroll for 50+ employees on a bi-weekly basis.

* Scheduled appointments and engagements for the President of the company.

* Obtained quotes for service and arranged services for national franchise convention.

* Drafted customer letters regarding complaints, overdue accounts, and unreceived correspondence.

Education

* Courses in Business - Univ. of Arkansas at Little Rock Little Rock, AR

* Courses in Business – Tarrant County College, Hurst, TX

Skills

14,000 ksph Numeric Data Entry, 12,000 ksph Alpha Numeric Data Entry, DacEasy Accounting Software, Quickbooks, Microsoft Office Suite (Word, Excel, Access, PowerPoint, Outlook), AS400, Lotus Notes, PeopleSoft Financials, Bluezone Mainframe and Sunrise Web Accounting.

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