Javelle Brown, MBA

**** * ******** ** ***# **

Houston, TX 77077

acc84o@r.postjobfree.com

281-***-****

OBJECTIVE

Seeking a position with a growing organization to make a positive impact

and experience long term career growth. My goal is to obtain a position

where my diverse business and educational skills can contribute to the

success and growth of the organization.

EDUCATION

University of Phoenix, Houston, TX

Business Administration

MBA

GPA 3.5

Southern University of New Orleans, New Orleans, La

Psychology

Bachelor of Arts 2005

GPA 3.0

Southern University of New Orleans, New Orleans, La

Substance Abuse

Associate of Arts 2005

GPA 3.0

SKILLS

* Critical thinker and creative problem solving skills

* Knowledge of office practices and procedures

* Strong attention to detail

* Excellent analytical, organizational and communication skills

* Proficient and Computer Savvy thorough knowledge of Microsoft Word,

Excel, and Power point

* Internet savvy

* Ability to acquire concepts of new software applications quickly

Proven ability to prioritize and handle multiple tasks in a challenging

environment

WORK EXPERIENCE

[November 2012-Current] Coventry Health Care, Inc.

Houston, TX

Senior Customer Service Rep/Provider Relations

. Handles customer service inquiries and problems via telephone,

internet or written correspondence. Act as a subject matter expert by

providing training, coaching, or responding to complex issues. May

handle customer service inquiries and problems. Acts as end-to-end

contact for clients experiencing claim and/or customer service

problems.

. Identify potential clients and conduct phone interviews to determine

eligibility for various State programs

. Assist members with healthcare concerns and needs such as ensuring

they are on track with all medical appointments and procedures

. Acquired an understanding of Kentucky state policy and processes that

determined if members are approved for state benefits and medical

coverage; mastered the navigator program and IDX system, managed a

weekly task list and assured that open cases and claims were handled

correctly and timely.

. Typed letters memorandums and forms using various computer systems.

Endured accuracy of grammar, punctuation, spelling and format and set

up reorganized and maintained alpha and chorological filling systems.

. Maintained first call resolution on a consistent basis, as well as

met quality metrics and exceeded standards.

. Gained a thorough knowledge of ICD-9 and CPT coding

. Knowledge of claims processing, and claims interpretation

. Interfaces with customers via telephone, written correspondence, fax,

web, and/or electronic mail to respond to routine inquiries and

resolve concerns.

. Researches customer information by effectively using the "Essentials"

on-line resource library and Customer Service Console in response to

inquiries including, but not limited to, authorizations, payments,

denials, coordination of benefits, and eligibility.

. Investigates, analyzes, and resolves outstanding issues to achieve

customer satisfaction; takes responsibility for following through and

bringing outstanding issues to closure. Completes limited transactions

including simple adjustments.

. Maintains complete and accurate documentation of all customer

interactions.

. Demonstrates a basic understanding of all products.

. Demonstrates responsiveness and a sense of urgency when dealing with

customers.

. Maintains production and phone quality standard.

Proactively takes responsibility for own self-development.

. Demonstrates professionalism and presents a positive image of the

company when interacting with customers.

. Supports individual and team goals and initiatives; accepts ownership

for individual results.

. Performs other duties as required.

[11/2010 - 11/2012] Crate and Barrel Houston, TX

Sales Associate

* Maximized company sales growth and profitability through the use of

creative selling and merchandising skills, teamwork and internal and

external customer service

* Conducted analysis of team morale and addressed issues with upper

management which led to developing creative concepts to promote team

morale and cohesiveness

* Spearheaded change that led to more effective communication between

staff and management

* Created repeat business from clients by offering a WOW experience

every time they shopped

* Envisioned new ideas for the customers in relation to furnishing and

decorating their homes or businesses

[12/2004- 04/2009] MAC Cosmetics Houston, TX

Make Up/Third Key Manager

* . Demonstrated company standards, values and mission to staff and

clients.

* Aligned my job duties and functions with the company's organizational

goals and business strategies.

* Ensured a full understanding of all products and services, and

maintained a continued awareness of new trends and skills to educate

clients.

* Collaborated with management to ensure team morale and positive energy

were always exuded internally and externally.

* Executed flawless makeup applications while promoting products and

services.

* Participated as an active member of the Impact Team, which was a

special team of the best artists who visited various locations in an

effort to share and implement selling strategies to increase

productivity, teach ways to be better makeup artists, promote new and

exciting ventures for the company, and add diversity to the staff

Internship- Intake Counselor at Hope House

Volunteer- Catholic Charities

ADDITIONAL INFORMATION

Available for all weekend assignments.

Contact this candidate