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Customer Service Project Manager

Midwest City, OK
October 26, 2018

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Lauren E. Valentino

*** ********* ** ******* ****, OK 73110 405-***-****


Claims Handling Medical Billing Microsoft Office Suite products

Data Entry Windows XP and Mac OS Excellent Communication Skills

Information Security Customer Service


Claims Service Representative Gallagher Bassett Services, OKC, OK Dec 2016 – Current

Review accident and injury reports and Doctor's First Report of Injury forms to determine proper actions under Workers' Compensation laws and regulations

Obtain background information; and open/adjust claims

Review and pay related medical bills; Verify mileage payment requests, pharmacy reimbursements, and other bills

Establish and maintain monetary claim reserves to cover medical costs, as well as projected miscellaneous and compensation costs

Communicate verbally and in writing with injured employees, their departments, physicians, dependents, attorneys, City safety representatives, Workers' Compensation Appeals Board members, and other interested parties

Review established claims periodically to prompt action and closure, and/or settlement

Set medical evaluations and coordinate return to work scheduling

Attend mandatory meetings relevant to cases, as well as continued education courses

Provide exceptional customer service to those contacted in the course of work

Claims Technical Assistant Gallagher Bassett Services, OKC, OK Sep 2016 – Dec 2016

Provide clerical and administrative support to local and national offices

Process data, provide direct support to claim representatives

Maintain office records, appointment calendars and travel itineraries.

Answer telephones, filing, mail processing, document scanning, letter and other document preparation

Bookkeeper Heartland Tax Service, Shawnee, OK Apr 2016 – Sep 2016

Purchase supplies and equipment as authorized by management

Issue invoices to customers

Collect sales taxes from customers and remit them to the government

Ensure that receivables are collected promptly

Record cash receipts and make bank deposits

Conduct a monthly reconciliation of every bank account

Conduct periodic reconciliations of all accounts to ensure their accuracy

Maintain the petty cash fund

Issue financial statements

Assemble information for external auditors for the annual audit

Calculate and issue financial analysis of the financial statements

Maintain an orderly accounting filing system

Maintain the chart of accounts

Maintain the annual budget

Comply with local, state, and federal government reporting requirements

Process payroll in a timely manner

Leave of Absence Coordinator Sedgwick CMS, New Albany, OH Jul 2015 – Apr 2016

Establish FMLA, State, and Walmart Medical claims; track and code documentation in accordance with internal work-flow processes

Analyze FMLA, State, and Walmart Medical claims to determine eligibility and certification in compliance with state and federal regulations

Identify action plan; determine benefits due; and make timely case decisions based on service expectations as established by the client

Communicate decisions and on-going expectations with claimants, clients, and healthcare providers

Document claim handling progress, including written and oral communication with claimants, clients, and healthcare providers

Maintain professional claimant and client relationships

Complete monthly and bi-monthly training, personal progress reports, updated HIPAA regulations

Information Security Technician OhioHealth, Contract, Columbus, Ohio May 2015 – Jun 2015

Provide application access for new OhioHealth students and staff for optimal learning and job performance using OhioHealth Directory and Identity Management (ODIN), Active Directory (AD), Active Directory Application Mode (ADAM), Forefront Identity Manager (FIM), PeopleSoft, Horizon Physician Portal (HPP), Star Navigator and Horizon Patient Folder (HPF)

Manage Incident tickets in ServiceNow regarding Access Management and Auto Provisioning

Manage Request tickets in ServiceNow regarding user name and password creation, as well as account access

Provide solutions to students and staff with application technical problems such as Remote Access and Account Termination

Maintain up to date knowledge of HIPAA regulations via online training courses

Make outbound calls to designated Supervisors to confirm specific application permissions for students and staff

Document ticket resolution progress, including written and verbal communication with staff and students

Update Excel spreadsheets to match ticket resolutions

Assisted Supervisors in updating Standard Procedures for Access Management Wiki pages

Client Services Representative PMAC Lending Services, Columbus, Ohio Mar 2015 – Apr 2015

Handle incoming calls from consumers interested in our products, imported updated Lead information using LeadGen software and transfer live calls to our Licensed Loan Officers

Make outbound calls to our provided Leads based on information in Velocify software program

Conduct follow-up satisfaction emails using Microsoft Outlook and placed outbound calls to ensure superior level of customer service

Prepare and study for the National SAFE Act (NMLS) exam and states licensing exams

Educate consumers about our products and how they can benefit from our many loan programs

Shift Lead, Customer Service Speedway, Newark, Ohio Aug 2014 – Feb 2015

Manage distribution and placement of newly arrived product and merchandise

Oversee completion of all mandatory tasks to ensure superb customer service

Delegate necessary tasks to be completed to coworkers during day shifts

Maintain store operations on night shift, diffuse negative customer situations and ensure positive store impressionability for the morning rush

Customer Service Assistant State Farm, Contract, New Albany, Ohio Mar 2014 – Aug 2014

Proofing information in system and following up with designated department to ensure all necessary changes have been made before next steps in processing can take place

Print new policies and assemble documents while upholding HIPAA regulations

Produce acceptance, extension and denial letters based on lab results using Microsoft Office

Maintain up to date knowledge or policies and procedures with weekly online education courses using Adobe

Customer Service Representative Apple, PCCW Teleservices, Dublin, Ohio Aug 2013 – Mar 2014

Educate customers on their newly purchased products (software, hardware, custom built computers and accessories) using legendary Apple customer service and assist them with their order inquiries

Walk customers through basic troubleshooting steps over the phone

Escalate more advanced technical issues to the Apple Help Desk

PC Technician Huntington Bank, Contract, Columbus, Ohio Aug 2013 – Aug 2013

Project Manager assigned our 6 member team a total of 9 hours to disassemble 81 PCs and reassemble them accordingly in their new office locations

Exceed Project Manager's expectations by completing the project in 3 hours

Personally disassemble and reassemble an average of 7 PCs per hour

Technical Client Analyst ADP, Contract, Hilliard, Ohio May 2013 – Aug 2013

Receive calls from General Managers and District Managers and enroll their dealerships into the SiriusXM program

Document Progress Reports in Microsoft Excel and collaborate with colleagues using share-point

Enter Data into Network Flow and log profile progress for assigned Enrollments Teams

Technical Support Verizon FiOS, Teleperformance, Columbus, Ohio Jul 2012 – Apr 2013

Receive calls from Verizon FiOS customers and resolve their technical issues, including but not limited to Windows (XP to current) and Mac OS users

Educate customers about Verizon self-help options while staying current with technology changes and troubleshooting procedures

Take charge on every call and respect customers’ time by working efficiently to resolve their issues and provide the best service possible

Safeguard account information while updating changes to customers' accounts

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