Customer Service Sales
Resume:
Tracy Brown
Dayton, OH *****
**********@*****.***
PROFESSIONAL EXPERIENCE
Digestive Specialists, Springboro, OH ~~ Billing Specialist ~~ March 2012
to February 2013
Updated patient information to submit to Medicare and Caresource. Handled
all rejections from insurance claims, investigated, corrected any mistakes,
and resubmitted for payment in timely manner to assure payment. Assured
active coverage on individual insurance plan to assure payment for surgical
procedures and office visits. Did out of pocket cost estimates for
patients, set-up payment plans and collected past due amounts as well.
Cintas, Dayton, OH ~~ A/R Specialist ~~ July 2010 to September 2011
Handled over two million in business accounts. Worked with customers and
gave choices on payment arrangements in order to keep their services
active. Sent collection letters, over payment letters, and if needed, sent
orders to pull all merchandise from our customers. High call volume of over
100 calls per day. High percentage of money collected verses revenue. Made
bonuses each month based on call volume and monies collected.
U-Haul, Inc., Beavercreek, OH ~~ General Manager ~~ March 2007 to December
2009
Managed a 358 unit storage facility along with 10 trucks on a daily basis.
Payroll, customer complaints, customer scheduling, collection calls,
audits, P&L, phone system, employee schedules, cash handling, petty cash,
retention, daily tour through of facility, delegate responsibility, auction
duties, inventory, ordering, MTD and YTD reporting, managed staff and ran
office with care and respect daily.
PaySource Inc., Vandalia, OH ~~ Billing Coordinator/Payroll Specialist ~~
December 2004 to August 2006
Handled all aspects of billing to over 150 clients on a daily basis.
Payroll duties that include over 7500 employees to maintain data base on.
Monitored garnishments, FSA and 401(k) deductions. Interviewing, coaching,
disciplinary actions, terminations of employees with external clients,
trained customer service classes and administered testing and evaluations
as well.
Paychex, Inc., Miamisburg, OH ~~ Senior Payroll Specialist~~ December 2001
to December 2004
Processed payroll for 180 clients. Handled all aspects of obtaining
payroll and tax information and researched tax discrepancies. Ongoing
training of new procedures for internal and external clients weekly. Client
visits and client retention details taken on as well. Managed own schedule
and helped with others. Troubleshooting of system issues and client
concerns. Monitored health, 401(k) plans and FSA.
United States Postal Service, Dayton, OH ~~ Remote Encoder ~~September 2000
to December 2001
Processed 1200 + mail images per hour on CRT. Able to work accurately
under pressure in a highly time conscious position. Ability to gather and
analyze information from many different sources to adequately achieves
goals and meets deadlines.
General Electric Card Services, Dayton, OH ~~ CSR~~ June 1999 to September
2000
Answered customer calls regarding the start-up of the Wal-Mart Credit Card.
Gave credit increases, helped with billing, etc. Dealt tactfully and
effectively with difficult customers and assured satisfaction. Handled
escalated calls. Helped in creating visual aids for myself and my peers for
"cheat sheets" and earned additional bonuses at the end of the year for my
actions.
Victoria's Secret Catalogue, Kettering, OH ~~Customer Service/Quality
Assurance~~ June 1996 to June 1999
Ability to train and motivate sales staff. Able to resolve conflict and
problem shooting ability in a call center atmosphere. High appeasement
level to assure customer satisfaction. Quality Assurance monitoring of
sales and customer service staff as well as giving constructive feedback
and tips to assure success on future calls. Implemented contests to keep
sales teams motivated and assure higher sales incentives.
Meijer, Inc., Fairborn, OH ~~ Lead Cashier/Service Manager~~ April 1992 to
June 1996
Provided excellent customer service. Ability to train and supervise staff.
Highly organized with attention to detail and ability to service several
transactions simultaneously. Hired and trained a highly effective service
team which significantly improved response to customer needs. Evaluated
personnel, conducted training programs, and established wage incentives.
Prioritized work schedules and delegated assignments as needed. Processed
payroll through Kronos Time Management. Ran cash office and audited as
needed.
References available upon request
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