Customer Service Quality Assurance

Tinya Sesay

Email: ********@*********.***

Address:

City: Waldorf

State: MD

Zip: 20602

Country: USA

Phone: 301-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Committed and motivated with exceptional customer-relation and decision-making skills. Strong work ethic, professional demeanor and great initiative. Excellent communication and computer skills; ability to work independently or as part of a team to meet project deadlines; multicultural awareness with a high level of adaptability.

Educational Background:

High School Dipolma from University of Phoenix, Phoenix AZ 1/2001 to 11/2011 (Health Administration)

Job History / Details:

Career Overview

Committed and motivated with exceptional customer-relation and decision-making skills. Strong work ethic, professional demeanor and great initiative.

Excellent communication and computer skills; ability to work independently or as part of a team to meet project deadlines; multicultural awareness with a high level of adaptability.

Skill Highlights

Microsoft Office skills

Administrative operations

Spreadsheet development

Employee training and development

Business correspondence

Insurance processing

Health insurance processing

OSHA compliance

Medical terminology

Report development

Travel administration

Meeting minutes

Report analyst

Problem resolution

Meet deadline

Schedule management

Knowledgable in [administrative function]

Meets/exceeds goals

Self-starter

Project planning

Typing 85 WPM

Team liaison

Attention to detail

QuickBooks

Team building

Staff motivation

HIPAA compliance

Patient care advocacy

Quality assurance

Core Accomplishments

Customer Service

Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.

Training

Trained medical billing staff of 4 employees on the office policies and 3rd party insurance, Medicare, Medi-cal, HMO and PPO billing procedures.

Research

Investigated any necessary information for proper billing for insurance companies, patients and DME's such as proper billing codes.

Research:

Investigated and analyzed client complaints to identify and resolve issues.

Vendor Management:

Negotiated low vendor rates for office supplies.

Event Planning

Successfully planned and executed corporate meetings, lunches and special events for groups of 100 employees.

Data Organization

Improved office organization by compiling quarterly budget reports, financial spreadsheets, organizational charts and company data reports using advanced Microsoft Excel functions.

Computer Proficiency

Created PowerPoint presentations that were successfully used for business development.

Multitasking

Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.

File Management

Prepared monthly reports for records, closed terminated records, completed final audit of charts and insured that all documentation has been received and filed.

Administration

Answered multiple phone lines, transferred calls to corresponding departments, filed patient records and billed accordingly.

Administration

Performed administration tasks such as filing, developing spreadsheets, faxing reports, photocopying collateral and scanning documents for inter-departmental use.

Employee Management

Liaised with HR department to establish employee benefits, training, payroll and termination procedures.

Professional Experience

September 2006 to July 2012

Not For Profit Corporation Washington, DC

Coordinator

Performed regular telephone contact with providers to discuss status of rebilling and reimbursement process to ensure account resolution.

Planned, developed, organized, evaluated and directed implementation of facility's resident care policies. Provided efficient customer service to clients.

Reviewed and explained insurance plans to patients to guarantee full understanding of payment policies and procedures.

Created databases and spreadsheets to improve inventory management and reporting accuracy.

Excelled within deadline-intensive environment, ensuring accurate and on-time completion of all projects.

Assisted in all areas of administrative work including data entry, receptionist duties, file organization, research and development.

Provided support towards CEO and Executive team in managing operation workflow.

Performed accounts receivable duties including invoicing, cash application, researching chargebacks, discrepancies, issuing credit memos, reconciliations and responding to customer requests for documentation.

Maintained and prioritized daily tasks and projects including: call logs, appointments, travel, expense reports and general errands. Standardized department filing system so secretarial staff could easily locate information in any filing center.

Developed new customer relations through telephone contact and email activity. Increased customer loyalty through commitment, integrity, and reliability.

Improved communication efficiency as primary liaison between departments, clients and vendors.

Consistently praised by management for the quality and timeliness of reports, attention to detail, exemplary customer service delivery and team-player attitude.

Education

2011 University of Phoenix Phoenix, AZ

MHA Health Administration

GPA 3.57

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