Customer Service Manager

Lameka Sherman

PROFESSIONAL SUMMARY

Results oriented professional skilled in customer service and administrative support. Solid phone presence and communicating skills. Familiar with call center environments; average 80-150 calls on a daily both inbound and outbound calls. Computer literate with the ability to toggle database systems or monitor screens with proficient skills in Microsoft office Excel, Word, Outlook. Effective listening and attention to detail with creative problem solving and negotiating skills. Exceptional time management and the ability to prioritize efficiently.

TECHNICAL EXPERIENCE

Alphanumeric/ 10 key Data Entry Systems- Facs, Cars, Cubs, Msa

Calc, SOS, Oracle, Aperia, LexisNexis Accurint

PROFESSIONAL EXPERIENCE

Uber Partner Drivers - Houston, TX May 2017 - Present

Contract Driver

Provide clients with reliable transportation to a variety of locations around the metropolitan area.

Provide superior customer service with a sense of urgency, safety and kindness congenial mature and professional demeanor.

Building a stronger kinder community with positive social interactions

US Pain & Spine Institute - Houston, TX Aug 2017 - Nov 2017

Front Desk Clerk/ Surgery Scheduler (Contract position)

Scheduled patients for surgery, completing facility paperwork Scheduling patients for diagnostic tests (i.e bone scan, MRI, CT, EMG/NCS, ESI) Reviewing patient’s meds and health history to determine pre-admission testing Scheduling appropriate medical and cardiac Scheduling patient for follow-up appointments and Back up to Medical Assistant Obtain authorizations as needed Other duties as assigned job responsibilities included basic office duties such as scanning, faxing, and copying. Checking in patients as they arrive, checking out patients as they leave, collecting all copays, monitors the daily upkeep of the office

Handled all insurance inquiries from patients and staff.

Ensured compliance with accurate demographic/insurance recorded information.

Ensured the completion of all necessary forms at each visit.

Audits all check out slips daily to ensure adequate scheduling and requests are processed.

Reconciled co-pay collection to ensure that all monies were correctly collected.

Monitored all incoming calls to ensure that all calls are being handled in a professional/timely fashion

Collaborated with the Surgical Scheduling Coordinator to ensure that all patient inquiries are handled timely Prepare/reconcile the daily deposit at the end of the day and turn in all monies the Operations Manager and assist with making bank deposits

Reviewed all appointments that you have scheduled at the end of the day to ensure that there are no errors

Collaborated with the Operations Manager to review the schedule for the upcoming week to ensure that all necessary changes are made as needed

Answered all phone calls as they come in

Scanned in all documentation that is required for billing (i.e.- insurance cards, Driver’s license, etc.)

Assisted with regulating clinic flow as it pertains to keeping medical assistants on task on time when seeing patients.

Served as a patient advocate with team members to facilitate problem solving

Worked professionally and efficiently with other members of the patient care team to deliver exceptional patient care ensure an adequate stock of supplies and proper functioning of equipment completes all lab auditing reports as necessary.

Merchant Choice Payment Solutions - Shenandoah, TX Aug 2015 – Feb 2016

Risk Transactions investigator

Monitor daily merchant deposits; review transaction activity, call banks, merchants and agent offices, underwriting reviews), review merchant accounts to divert or release funds.

High volume call support both inbound/outbound averaging 80-150 calls daily.

Pull credit reports for the department include Experian Intelliscores.

Communicate with merchants, sales offices, and banks concerning investigations.

Document within the appropriate systems detailed notes including daily activity and calls.

Escalated potential loss forms and SARS (Suspicious Activity Report) to management team.

Youth 4 Change - Houston, TX Aug 2011 - Aug 2015

Office Assistant II

Participated all company staff meetings as well as seminars.

Multi-line phone support and directed calls and messages appropriately, confirmed order information including.

Managed all preparations and maintenance of reports as are necessary to carry out the functions of the department.

Updates job knowledge by participating in educational opportunities.

First Data - Houston, TX jan 2007 – jan 2011

Merchant Accounts Receivable/Collector

Located and notified customers/merchants of delinquent accounts by mail and telephone, as well as personal visits to solicit payment.

Averaged 100-150 Inbound and Outbound calls on a daily basis

Advised consumer of necessary actions and strategies for debt repayment.

Persuaded consumers to pay amounts due on credit accounts, damage claims, or non-payable checks, or to return merchandise.

Located and monitored overdue accounts, using computers and a variety of automated systems.

Reviewed merchant accounts to divert or release funds.

Monitor daily merchant deposits, review transaction activity in collections and charge backs.

EDUCATION

Medical Billing Coding and Insurance- Certification

Remington College of Houston, TX - Houston, TX, Jun 2005 – Feb 2006

High School Diploma

Continental Academy- Coral Gables, FL

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