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Customer Service Microsoft Office

McDonough, Georgia, 30252, United States
October 19, 2016

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Lawanna M. Maclin

*** ****** **., *********, ** *0252 678-***-****

Skills & Abilities

Competitive written and verbal communication skills

Advanced experience in Microsoft Office

Experienced with Applicant tracking

Advanced Customer Service Skills and conflict resolution Experience

PROGRAM MANAGER SERVICE RESPONSE PARTNERS JUNE 2015-JANUARY 2016 Supervised a staff of 30 community managers who telecommute from US and Costa Rica. Reviewed productivity, provided regular feedback, and developed and lead webinar training and meetings to create a cohesive approach to staff communications. Implemented calibration sessions with community managers to provide immediate feedback to make sure everyone was effectively meeting production and provide policy updates as needed. Interviewed and assisted with on boarding and training for new hires. Acted as the direct liaison/point of contact between Skout and Service Response Partners operations management.

Assisted in hiring and supervising Community Team (US and offshore)

Monitored Community Team daily/weekly/monthly performance.

Developed eLearning solutions, training materials, and coordinated new hire training.

Managed schedule forecasting analysis for team coverage and staffing purposes. CODER RECORD FLOW OCTOBER 2014- APRIL 2015

Review medical record information to identify all appropriate coding based on CMS HCC categories.

Use current coding resources such as 3M in order to research appropriate codes for diagnosis and procedures.

Verify and ensure all accuracy, completeness, specificity and appropriateness of diagnosis codes based on services rendered.

Provide education to providers and administrative support.

Monitor and resolve technical issues via chat or email.

Complete daily production log of current and resolved issues. GRADUATE ADMISSIONS REP GEORGIA STATE UNIVERSITY JANUARY 1999-AUGUST 2011

Responsible for training employees and student assistants on procedures and software programs;

Provide administrative support for the Office of Academic Assistance

Manage graduate and undergraduate applications files via Banner; Prepare and refer graduate applications to appropriate departments

Respond to inquiries regarding program requirements and schedule academic advisement


Process Directed Reading authorizations for registration; Update library access authorizations

Assist with the production of departmental publications, brochures, and forms Education

GEORGIA STATE UNIVERSITY ATLANTA, GA 103 CREDITS Bachelor of Arts in Political Science

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