Customer Service Insurance
Resume:
CARTER A. MITCHELL
MEMPHIS, TN ***27
Business/ Cellular Phone 901-***-****
Email ******************@*****.***
OBJECTIVE:
To obtain a career-oriented position with a growing company with the possibility of
advancement in the future.
QUALIFICATIONS
Seven years of customer service and data entry experience. Maintains exceptional verbal and
written communications skills in corporate environment. Works efficiently and productively
without direct supervision. Possess the knowledge of various Windows computer software and
internet operating systems. Relates co-operatively and professionally with all levels of co-
workers. Experienced at creating and working from Excel spreadsheets. Also experienced in
working with Excel, Oracle, Stellent, and some SAP systems.
EMPLOYMENT
FEBRUARY 2013- OCTOBER 2014 ROYALTY SPECIALIST, SERVICEMASTER CORPORATE
Review monthly revenue for all ServiceMaster franchises in the Eastern, Southeastern,
Northeastern regions of the United States and all FurnitureMedic franchises in the United States.
Complete audit review of all invoices for subcontracted services being taken as an adjustment
against the monthly gross revenue for each franchises. Create coversheets for emailed or faxed
reminder notices sent to franchises that have not submitted monthly revenue documentation.
Transfer the revenue documentation into the revenue system. Review documentation to ensure
subcontracted services are allowed per the ServiceMaster & FurnitureMedic Revenue
Addendums and policies. Assist franchisees with submitting the monthly Revenue Report on
time. Manually enter and edit the monthly reports. Recalculate the amount of additional
Royalties and National advertising fees due for the month. Schedule payments for the additional
fees due for the month. Apply and credit the scheduled payment in the Oracle banking system.
Perform a quarterly presentation for new franchisees. Enter new franchisees business start dates
and Royalty fee percentages into Home Office system. Complete a walk-thru on how to submit
monthly revenue with each new franchisee. Update franchisee contract renewal information into
the Home Office system as well as franchisees terminating their contract with ServiceMaster.
April 2012-February 2013 Accounts receivable, ServiceMaster Corporate
Process payments from the insurance companies to ServiceMaster and FurnitureMedic
franchisees in North America for residential and commercial restoration services. Export claim
payments from insurance company payment systems. Convert payment format into Word
documents. Convert Word document into Excel spreadsheet. Verify the insureds’ and the
insurance companys’ information with ServiceMaster franchisees to be processed and deposited
into their accounts. Investigate insurance payment sent to ServiceMaster Corporate for
franchisees with incorrect insured information such as name and claim number. Contact
franchisees to verify the claim information and if the unidentified payment belongs to them.
Create Excel spreadsheet for unidentified payments and send for processing. Verify claim
payments status for ServiceMaster and Furniture Medic franchisees.
May 2010-April 2012 Customer Services Representative, ServiceMaster Corporate
Answer inbound calls from insurance representatives, homeowners and franchise employees.
Enter service information into the Respond program. Make outbound calls to dispatch the
gathered information to the local ServiceMaster for that area for emergency services. Additional
projects such as Lead Fee Disputes, Data entry of electronic State Farm insurance claims, and
assist new hires/temps with protocols for each insurance program. Also, act as coordinator in
some instances when leadership is not available.
October 2009-May 2010 Customer Services Representative, Randstadt temporary services
Completed Temporary assignment with ServiceMaster and phased into permanent position with
ServiceMaster Claims Capture Unit.
September 2006-April 2009 Customer Services Representative, Accredo Health Corporation
Answer inbound and outbound calls for over 150 medications. To assist providers and clients
with scheduling of medication shipments as well as verifying eligibility and coverage for their
specific group insurance plans. Maintain and document daily scheduled orders. Assist members
with requesting updated referrals and authorizations from their provider. Create and run test
claims for verification of benefit coverage. Responsible for calling members assigned to my
Worklist by leadership for daily scheduling on an as needed basis. Change and update member
information such as addresses, credit cards, prior approvals, identification numbers, and
members’ insurance profiles. Transfer member to appropriate team member for completing the
processing and scheduling of their shipment. Create the ScriptMed Dailys Newsletter for the
entire Accredo division of Medco. Created and documented all returned, lost/stolen or damaged
medication shipments for the entire Accredo division of Medco. Training new hire employees on
how to schedule order, verify benefits on Medicare and completing macros for pharmacy
technicians and pharmacists.
March 2002-Jan 2006 Customer Services Representative, Memphis Managed Healthcare
Corporation
Hired permanent via a temporary assignment from Randstad USA, October 2002. Assist
members of the State Tenn Care Medicaid insurance with ordering i.d. cards, changing doctors
and hospitals, provider information, and coverage needs. Communicate with customers in a
professional manner daily. Provide the doctors and hospitals with verification of claimant
eligibility. Research and investigate claims processing errors for adjusted payments to claims.
Responsible for remailing information to assist member with benefits and updating address along
with eligibility. Nominated Employee of the Quarter-2004.
EDUCATION
1987-1991 HIGH SCHOOL DILOMA, Oakhaven High School
1991-1992 No Degree obtained, University of Tennessee at Knoxville
1992-1993 No Degree Obtained, Shelby State Community College
Classes completed at Open Road Technologies on Windows 98 and Internet Explorer
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