Human Resources Customer
Resume:
Rebecca Hermann
Fullerton, CA 92832
*****.*.**@*******.***
SUMMARY
Customer support specialist with extensive experience specializing in
conflict resolution and meeting customers' expectations accurate and
complete service. Proven ability to increase company profitability,
retaining customers and recapturing business. Key Competencies:
*Escalated Issue resolution * Accounts
receivable * Increasing revenues
*Effective written communications * Heavy Phones/call
center * Auditing
EDUCATION
*A.A., Business and Design - Brooks College, Long Beach, CA
PROFESSIONAL EXPERIENCE
Customer Account Support Specialist
ASHLAND DISTRIBUTION, Santa Ana, CA
2006-2009
. Entered orders (phone, fax and e-mail), returns, certificate requests,
credits and rebills
. Conducted pricing and price negotiations on materials as well as
account reconciliation
. Up sold orders less than $500 which resulted in increased revenue for
the company.
. Worked with purchasing to maintain and achieve inventory levels to
assure profitability.
. Requisitioned material from another plant for a customer's immediate
needs reducing turnaround from 72 hours to 24 hours. Prevented the
customer from having a "shut-down" and increased business for Ashland
with this customer
Client Administrative Services
PACIFIC LIFE &ANNUITY, Irvine, CA
2001-2006
. Investigated small group fraud, eligibility and COBRA issues. Resolved
conflicts arising from phone and mail correspondence with regard to
these issues.
. Overridden previous denied COBRA and Secure Horizon's Rx claims once
reviewed for eligibility
. Investigated fraudulent claims based on medical terms used.
. Promptly reinstated a COBRA policy for a customer that was terminated
in error. Prevented possible lawsuit due to non-payment of claims.
. Discovered a company we insured was not really a company and had them
terminated. Prevented the payment of pending client insurance claims,
saving an estimated total of $1 million for Pacific Life.
Billing Administrator
PACIFIC DENTAL SERVICES, Costa Mesa, CA
1997-2001
. Processing all dental, orthodontic and medi-cal claims as well as
billing and collections.
. Provider document and eligibility admin and analysis with DMO
companies.
. Discovered a better way to generate accurate billing statements
monthly for over 500 customers. Decreased company's accounts
receivable 15% within 3 months.
. Improved monthly reports analysis by highlighting areas that
needed to be addressed on report. Reduced need to waste time
reviewing all accounts and increased collections results.
ADDITIONAL EXPERIENCE
Volunteer worker
Grateful Hearts, Cypress, CA
2009-
present
Food and clothing distribution for needy families in Orange County.
Help in fund raising and organization
when time allows.
OTHER RELEVANT
EXPERIENCE
Referrals, appeals, inventory, purchasing, collections, supervised call
center with four phone operator, service call dispatch, payroll,
event planning, accounts payable, accounts receivable, collections
TECHNICAL
Salesforce, SAP, Lotus notes, Microsoft Office ( outlook, word, excel) IPD
Solution suite, QSI systems
Merlin, Filenet, Apropos phone system, 10 key by touch, Type 40 WPM,Kronos Workforce Mgmt System
PROFESSIONAL DEVELOPMENT
. LOMA, Fundamentals of Life and Health Insurance Certificate
. Denti-cal of California Certificate for billing procedures
. Human Resources Generalist Certificate
. Employee Event Committee Leader
Contact this candidate