Data Entry, data analysis

Michelle Miele Email: *********@*****.***

*** ****** **. ****** ** 02151 781-***-****

Summary- Highly motivated, energetic, results driven professional. Proven ability to reach goals, take initiative and efficiently manage priorities. Strong presentation, analytical and persuasive skills. Able to work successfully as part of a team while also delivering independent results.

Citizens Bank-Medford, MA-(March 2016-November 2016)

Credit Card Redress Project

Analyze and review credit card fraud and dispute transactions dated 2008-2015 to ensure the card holder was paid or denied correctly.

Calculate any and all interest and finance fees related to individual transactions to ensure the card holder is made whole.

Agero-Privately owned and operated roadside assistance company, serving customers and clients for over 40 years (2001-2015)

Billing Analyst, Finance– Medford, MA (2009-2015)

Perform Access queries to retrieve client specific data. Analyze, audit and post client billing activity using Oracle application in a timely manner.

Monitor exclusion and rejected transactions to minimize company impact.

Interact with multi levels and departments -Claims, IT, Sales, Account Management, A/R and Contact Center- to resolve and correct clients’ billing issues, rejects, and inquiries.

Ensure efficient and professional billing and revenue recovery of over 20 clients.

Auditor, Network Management – Medford, MA (Feb 2005-2009)

Reviewed and corrected submitted invoices and compared against the service provider rates.

Determined acceptance or rejection of payment using mileage software and business rules.

Utilized Salesforce to research all claims issues as well as update claims.

Researched incorrect purchase orders on service provider claims to determine validity of claim.

Corrected documentation to reflect actual service provider utilized during customer service call.

Claims Specialist, (Service Provider Support Team) Network Management – Medford, MA (June 2003- Jan 2005)

Assisted Support Team supervisor by acting as team lead, being first point of escalation for supervisory support.

Worked closely with Network Managers, service providers and claims processing team to ensure timely resolution of payment discrepancies.

Specialized in service provider payment processing to resolve claim payment disputes.

Provided new hire training for associates that included data entry, phone handling, general policies.

Audited phone team payment adjustments to ensure accurate, timely payment turnaround for service providers.

Assisted with phone handling during peak periods to ensure service level adherence.

Customer Service Representative, (Service Provider Support ) Network Management – Medford, MA (April 2001-May 2003)

Answered incoming calls from service providers regarding claims issues, call volume and web-support.

Resolved service provider complaints using a combination of set guidelines and problem solving skills.

Investigated claims discrepancies to ensure fair payment and billing integrity.

Audited and monitored invoices against fraud and service provider performance.

Maintained a 90% CSI rating from providers surveyed.

Microsoft Excel, Access, Oracle and Salesforce experience

Education:

Pope John XXIII High School Diploma

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