Customer Service Representative
Resume:
Tanisha McFadden
Philadelphia, PA. 19119
SUMMARY
Experienced customer service agent in areas including healthcare, pharmaceutical and recruiting
specialist with over ten years experience in the healthcare industry and in the online pharmacy area. A
proven track record of efficiency, performance and team leadership qualities with excellent customer
service skills. Strong interpersonal skills, reinforced by attentiveness to detail and the ability to
assimilate new concepts quickly. Computer literate with proficiency in Microsoft Office, Len Star,
Bankco, Excel, Windows 2010, Fidelity MSP, Quicken books, Pacer, Compass and Outlook.
PROFESSIONAL EXPERIENCE
CENLAR FSB
2013
Satisfactions Specialist/Customer Service Representative
• Identified search requirements for loans that do not have proper document information
• Managing the search vendor activity which includes submitting requests, validating
accuracy
• Updated the t racking system with various stages of the requests and followed up with
t he vendor regarding pending search requests
• Was L ien Release preparation and obtaining proper mortgage documents from clients'
i mage systems
• Communicated verbally and in writ ing with L ien Release information and requested
Mortgage Document updates.
• Communicated with different counties regarding L ien Release
• Prepared Satisfactions reports
• Followed strict mortgage fraud policies and procedures
• Daily filing and imaging
• Data Ent ry
Dr.Robert Swartz, General Obstetrics and Gynecology 2010-2012
Patient Service Representative
• Greeted and checked in paitents in a friendly and professional manner
• Collected co-payments
• Verified healthcare insurance Coverage
• Scheduled and confi rmed patient appointments
• Collected and posted payments
• Recorded reciepts and handled billing inqui ries
• Prepared new patient charts with accuracy
• Followed and explained H IPPA regulations
• Assisted patients with filling out medical record forms
• Preformed routine activities and patient visit preparation
Express Scripts
Pharmacy Technician 2005-2010
Processed mail order prescriptions for patients daily
Assisted patients with prescription plan details
Answered inbound calls and provided technical support for customers
Communicated with outside pharmacies and physician’s offices under approved HIPPA guidelines.
Consistently met timeline goals.
Developed and maintained prescription request for patients, pharmacies and physician’s office within a
timeline expectations.
Consistently awarded bonuses for achieving monthly performance goals.
Selected as team lead to provide customer support and resolution for an escalated calls.
Demonstrated ability to multitask and adapt to new policies and regulatory requirement across various
states.
Provided training and ongoing support to new employees.
Assisted in processing and overriding prescription.
Explained benefit specifics to members.
APM Financials 2004–2005
Bankruptcy Specialist
• Ensured timely and accurate filing of Proof of Claims.
• Developed and maintained a working relationship with outside counsel, t rustees and
courts.
• Received inbound calls and resolved multiple issues without t imeline delays.
• Maintain working knowledge of investor requirements and ensure that those
requirements are met.
• Communicated via email
• Inbound calls from consumers to assist in rectify accounts with affordable monthly
payments or settlements.
• Managed all aspects and documentation for a portfolio of approximately 750
bankruptcy files.
• Followed various policies and procedures to ensure confidentiality for both the lender
and mortgagee
• Communicated with vendors, t rustees and attorneys to facilitate timely resolution.
MRS 2002-2004
Repossession Coordinator/Collector
Reduce 2.5 million in loss for the interest of the company and its investors.
Negotiate and settle on 120+ delinquent accounts for either the collateral or the balance owed.
Investigate and evaluate the best route to proceed for recovery of potential losses.
Skip trace accounts that all forms of communication have been exhausted.
Evaluate lien perfection on all accounts.
Assist in reviewing insurance claims.
Penncro Associates 2001-2002
Loan Counselor
• Handled 60 to 120 day delinquent accounts on a daily basis.
• Scheduled payment arrangements.
• Assisted customer with loan issues to bring accounts current.
• Performed collection duties utilizing skip t racing functioning auto-dialing.
• Responsible for achieving acceptable CPH, duration, dollars collected and percentages
kept
NCO FINANCIAL 2000–2001
Account Representative
• Specialized in department of Education accounts.
• Responded to customer inqui ries.
• Located customers with delinquent accounts.
• Managed accounts with delinquencies
• U tilized predictive dialing systems as well as manual calling accounts.
• Responsible for all skip t racing and account resolutions
• Assisted customers in resolving delinquent accounts
EDUCATION
Community College Philadelphia (Associates in Science)
Montgomery County Community College
COMPLIANCE CERTIFICATIONS
RESPA (Real Estate Settlement Practices Act)
FDCPA (Fair Debt Collections Practices Act)
FCRA (Fair Credit Reporting Act)
HIPPA (Healthcare Information Patient Privacy Act)
Medical Terminology
ICD 9, Epic
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