Customer Service Medical

Yolanda D Smith 510-***-****

**** ***** ******, ******* ** 94603

**************@*******.***

Professional Profile

Award winning Sales and Service Professional with extensive experience in

operations, auditing and training in the financial services industry.

Well respected for outstanding communication and organization skills with a

high degree of initiative, flexibility and thoroughness. Outstanding

customer service leader with top client relationship binding skills who

thrives in a challenging environment with compassion, honesty and

professionalism.

? Basic Medical Terminology ? Word, Excel, Email

? Tsys, Host Hogan ? Typing 40 wpm

? Ten Key ? Appointment Setting

? ICD 9 Coding CPT Coding ? Medical Software

programs

such as Medisoft Patient

Accounting

Professional Experience

WASHINGTON MUTUAL/JP MORGAN CHASE, San Ramon, CA 2004-2009

Quality Compliance Monitor Specialist 1 (2008-2009)

Performed and reviewed 1000+ outgoing customer letters daily to ensure

conformity with business procedures and policies. Prepared accurate and

comprehensive documentation for both internal and external customers.

. Identified issues and provided valuable feedback to appropriate

business partners resulting in timely corrective action.

. Became the trusted advisor for the department and drove all training

of new hires and transfers because of ability to multi-task and the

attention to detail.

Fulfillment Analysis (2004-2008)

Edited and rejected 100+ queue balance transfers (BT) that failed to

process automatically. Confirmed duplications, cancellations and made

appropriate changes in the system. Expertly reviewed authorization

documentation.

. Audited the daily BT settlement files which ensured notes were posted

for checks sent and returns were verified.

. Increased department revenue by 30% by auditing the files and finding

non-credited fees.

. Handled escalated customer calls until settlement was reached.

Yolanda D Smith 510-***-****

Page 2 of 2 **************@*******.***

PROVIDIAN FINANCIAL, San Ramon, CA 1997-2004

Payment Research Representative (2002-2004)

Researched, analyzed and resolved 1000+ daily payment posting issues via

customer correspondence and bank advices from the processing branches.

Balanced the ledger. Supported management with various department

projects. Payments that was not posted to accounts distribute and

coordinate payments work flow to other employees.

. Ensured all outgoing communication was complete and met audit

requirements 100% of the time.

. Met aggressive deadlines with multiple priorities to maintain the

organization's credibility and reputation.

Account Sales (1997-2002)

Call potential customers who have applied and been approved for different

types of credit related products. Marked credit card related products to

current and potential customers. Addressed customer inquires related to

their new accounts, including understanding the terms and transferring

loans balances. Addressed and resolved customer inquiries regarding their

credit card accounts.

. Met over requirement goals of the department.

. Accomplishment Statement

Education

Certified Medical Terminology 3/10

San Leandro Adult School

Certified Medical Billing 3/10

Castro Adult Education, Castro Valley CA

Medical Terminology 8/09

Chabot-Las Positas Community College District, Hayward, CA

Optometric Assistant-9/96

Eden Area Regional Occupational Program, Hayward

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