Customer Service Quality Assurance

TARA W JONES 704-***-**** cell

***** ****** ******* ***** 980-***-**** home

Charlotte, North Carolina 28213 ***************@***.***

SUMMARY

Goal-oriented team leader with over 7 years’ experience in medical, banking, and finance

specializing in customer service and training. I have strong skills in learning & development,

implement, planning and presentation. My strengths include coaching, communication,

mentoring, and organizing.

* Medical Products & Terminology * Healthcare Adjudication & Procedures

* Building Employee Morale * Increasing Customer Satisfaction

*Improving Employee Retention *Account Management

PROFESSIONL EXPERIENCE

WELLS FARGO, Charlotte, NC 2010-Present

Mortgage Centralized Fulfillment Department

Home Loan Processor 4

Process, close and fund Conventional, FHA, VA conforming and non- conforming loan products,

including analyzing and validating data. Perform high volume, time sensitive tasks related to

loan documentation process researching and problem solving. Facilitate and train team members.

• Facilitated and delivered training on computer system using Microsoft Power point for

classroom size of 20 or more for new and existing team members.

• Recognized by Senior Vice President and Site Manager of Wells Fargo for outstanding

Customer Loyalty and Customer Service

• Received Certificate in Knowledge Building and Skills Processing

• Spokesperson for quality assurance, resolving risk-related issues and developing a

solution for good results

BANK OF AMERICA, Richmond, VA 2006-2010

Mortgage Fulfillment Center

Team Lead Support 2008-2010

Home Service Specialist 2008-2008

Post –Closing Review Specialist 2006-2008

Develop training materials, facilitate training, managed and assigned loans. Conduct weekly

team meetings on goals and production. Review loans and conditions of the loan for approval or

denial. Handle closing process of loans by reviewing and auditing loan documents for

compliance, completeness and accuracy

• Team awarded for top Customer Service Performance

• Chairperson of Team Member Engagement Committee

PEARSON GOVERNMENT SOLUTIONS, Chester, VA 2003-2006

Medicaid & Medicare Call Center

Team Lead

Manage a team of 16 associates, delivery of internal employee training for new and temporary

employees. Monitored the performance of the call center in real time and made appropriate

decisions to ensure performance goals were met. Resolve customer service issues that arose

beyond the associate control. Adhere to Medicaid and Medicare regulations and policies as they

applied. Managed productivity reports and provided feedback to associates.

• Awarded top Coach of the year 2004

• Organized and prepared agenda for quarterly Team Lead meetings

• Certification for Centers of Medicare and Medicaid

Trigon Blue Cross Blue Shield, Richmond, VA 1998-2003

Service Operations Center

Customer Service Advocate

Process dental, hospital, physician claims, and payee healthcare insurance claims. Responsibility

detailed coding and keying in claims utilizing CPT, POS, DRG, and ICD-9 codes. Receive 80-

120 inbound calls daily assisting subscribers and providers with Trigon benefits. Set up referrals

and pre authorization for visits and surgeries for various providers and hospital facilities.

• Pilot team lead for retracting over payments for Trigon Blue Cross Blue Shield Client.

Audit files determining overpayment errors and retracted money saving Trigon billions of

dollars in overpayments.

• Award for 100% quality in Service Operations Claims Department for 1st and 2nd quarter

in 2002

EDUCATION

Diploma, Accounting

Kees Business College, Newport News, VA

Diploma, General Studies

Hampton High School, Hampton, VA

COMPUTER SKILLS

Microsoft Word, Excel, Publisher, Power point, Outlook, Loan Information System, Loan

Processing System, EImage, Status Mart, and Edge Applications

REFERENCES AVAILABLE UPON REQUEST

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