Customer Service Life Insurance

Lee Brown, Jr. Home Telephone: 860-***-****

*** ******** ****** ****** *********: 860-***-****

New Britain, CT 06053 Email Address: ************@*****.***

Summary of Qualifications

10+ years Sr. Billing Specialist professional possessing a number of significant achievements in managing and implementing billing processes.

Responsible for high-level complex case billing setups, premium collections and debit recovery; accomplish cost saving effectively.

Demonstrate strong analytical and thorough detailed research skills while ensuring timely and accurate resolution of billing and account reconciliation discrepancies.

Provide exceptional leadership to employees by effectively communicate job expectations, train and mentor to improve the quality of customer service standards, and recognize problems/issues to prevent workflow interruptions and productivity.

A relationship builder committed to achieving results while maintaining the highest integrity with a solid reputation for meeting and often exceeding company-wide goals.

Proficiently utilize Windows 7 Microsoft Office 2010 (e.g., Excel (v-lookup), PowerPoint, Word, Outlook) and Internet Explorer.

Responsible for the development, implementation and management of department billing Standard Operational Procedures (SOP), strategic plans, reviews, archival and database administration.

Extensive knowledge of organization operations and billing policies and procedures.

Excellent verbal and written communication skills, including strong customer service knowledge.

Superior organizational skills. Efficient prioritization and execution skills.

Practice professional moral business conduct and ethics.

Web-based Application Proficiency

WEQ, Rumba - CCI, AAS, CRS, AAI, GULS, LCS, SAS, SAP, Accurint ID System, Aetna Workstation, Long Term Care (LTC) Inspro Billing System, Vax Billing System, W9 Tax Handling, Financial Database Reporting, Crystal Reporting.

Employment History

Currently Unemployed (11/ 01/2017 – 05/30/2018)

JUDO & KARATE, KENSINGTON, CT

Accounts Receivable Consultant (4/13/2015 – 10/28/2016)

Kept accurate records of membership accounts and processed any changes

Received and processed all membership billing payments, purchases and fees

Taught Martial Arts, special forms, self defense

AETNA INSURANCE COMPANY, HARTFORD, CT (1994 – 2013)

Sr. Lead Billing Specialist (2003 – 2013)

Provided team leadership to 5 employees, while successfully spear-head several complex billing projects; streamlined functions by 20%.

Developed and implemented new billing processes and procedures to improve productivity by 20%.

Managed and monitored day-to-day activities while improving staff members’ workflow productivity.

Successfully provided high quality, timely completion of work, resolution to client’s complex billing issues and account discrepancies.

Proficient in premium collections, debt recoveries and account reconciliation.

Effectively worked collaboratively with Billing Manager to conduct employees’ face-to-face annual performance reviews.

Conducted successful interviews, using good judgment in final hire selection.

Provided new hires with billing best practice training.

Proven track record of change management and operations improvement.

Exhibited proficiency in training and writing detailed billing policy and procedures.

Provided consultation to Plan Sponsor, Broker and TPA regarding all complex billing set-ups.

Prepared annual W-9 Tax information and forms to clients.

Sr. Customer Service Professional (2000 – 2003)

Effectively provided internal/external professional customer service on all levels.

Proactively identified efficiencies to improve and increase all service level ratings.

Communicated effectively to improve production.

Provided accurate life insurance policy information to the constituent.

Provided Power of Attorney with proper beneficiary information.

Reviewed and entered new life insurance enrollments and processed death claims into database.

Analyzed and resolved customer issues and complex inquiries.

Prepared insurance conversions and premium rate calculations.

Benefit Checkbook Specialist – Aetna Financial Services (1997 – 2000)

Provided professional customer service skills while communicating on a daily bases with lawyers, policyholders, bank managers and power of attorneys. Accurately set up checkbook accounts for the designated beneficiary (ies). Exported information from the database and transmitted to State Street Bank in Boston, MA. Managed phone calls, mail inquiries and balanced monthly financial reports. Shared accurate information and maintained confidentiality.

Facilities Customer Service Professional (1995 – 1997)

Delivered consistent cost-effective, superior customer service skills. Communicated effectively with customers at all levels. Accurately handled all types of customer inquiries via phone and mail. Secured reservations for customer parking and company business trips. Ensured the appropriate service information delivered to the correct facility and trade. Resolved all customer service issues timely and met service level of agreement required.

Computer Operator (Middletown Data Center) (1994 – 1995)

Properly setup, maintained, and operated large printers and all other related peripheral devices. Accurately and efficiently produced all company reports, records and financial statements. Responsible for printing all company business checks, forms and legal contracts.

Education

Certifications:

2009 – Six Sigma – Hartford, CT

1982 – Basic Programming – Hartford State Technical College – Hartford, CT

License:

1993 – Martial Arts Black Belt (Aikido) – New Britain Judo & Karate – New Britain, CT

2015, 16, 17 – Martial Arts Black Belt ( Hapkido) – Kensington Judo & Karate – Kensington, CT

Diplomas:

1981 – Computer Operations and Administration – Computer Processing Institute (CPI) – East Hartford, CT

1978 – New Britain High School – New Britain, CT

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