Customer Service Medical

Kena Smiley

* ***** *****

Newark, De *****

302-***-**** (Cell)

OJECTIVE: To secure a position within a progressive organization which will enable me to enhance and utilize the skills and training received and to further expand my knowledge and experience for advancement opportunities within the company.

TRAINING: Dawn Institute: Wilmington, De

Medical Assistant / Phlebotomy – Certificate 2008 - 2009 Working Knowledge of:

Medical Terminology/Anatomy and Physiology

Word Processing/Medical Transcription

Professionalism/Medical Ethics and legal issues

Basic Medical /Billing ICD-9 and CPT coding

Clinical Assisting for the Medical Office

EKG/Vitals, First Aid/CPR

Medical/Surgical Asepsis/Patient Triage

Phlebotomy and Specimen Collection

Basic Pharmacology

Certificate of Typing received - 85 wpm

Strayer University: Woodbridge, VA 2012 - 2013

Goldey Beacom College: Newark, De

Associates Degree Program Business Administration 2008 - 2009 Secretarial and Administrative Training - Certificate 1987 - 1988 Bachelor Degree Program/Business Administration 1988 - 1991 Concord High School: Wilmington, DE

Graduated - Diploma received. 1982 - 1986

QUALIFICATION:

Effectively worked in high demanding and fast paced environments. Excellent verbal and communication skills.

The ability to offer superior Customer Service.

Meet deadlines and support all company initiatives. Work efficiently and productively with little or no supervision. Type 85 wpm

Data-key strokes Alpha 8,856 -7 errors, Numeric 12,468 - 1 error. EXPERIENCE:

Adecco Staffing Services 2015 - 2016

Clerical

Worked 3rd shift processing passport applications, receive bulks of mail from loading dock, separate all mail by states and priority, sort mail into colored bins to be distributed to work areas, presort applications to be processed, paying close attention to detail, open mail, verify information on document is accurate, pull problem applications to be reviewed or sent to customer service, meet daily and monthly quotas, reassociate bulks of passports, scan and data key applications.

Advance America 2015 – 2016

Assistant Manager

Open and close center, count money in safe for accuracy from the day before, distribute money for each drawer throughout the center, run daily reports, marketing, sales, collections, customer service, bank runs, handle large sums of money on a daily basis, approve or decline various types of loans, process customers taxes, complete monthly assessments and training, balance drawers, problem solve, correspond with Director, Management and other centers through email, fax or phone, handle and resolve customer issues and complaints, complete mid-day and end of day process. Integrity Staffing Services 2009 - 2012

Clerical / Compliance Rep

Worked for Ace processing claims and payments for clients effected by the BP oil spill. Duties included obtaining pertinent information from claimant to document and type into system. Data keying applications received into Esis, Felix, and Omni systems. Processing, voiding, updating, deleting, proof reading and correcting errors made in the application process. Redirecting and the handling of high call volumes. Also, contacted claimants to inform the status of their claims and providing them with claim numbers and addressing any and all questions and concerns. In addition, processing, handling and voiding of full, partial and pending payments. Problem solving and sorting of miscellaneous, duplicate, erroneous and incomplete forms, mail, letters and correspondences. Lastly, assist supervisor with various responsibilities and duties such as training new hires, answering questions and concerns, distributing work after batching, counting and attaching claims. Flexible with shift and personal time to compensate work flow. As a compliance representative, I ensured compliance with clients, new hires and employees. Contact schools, clients, supervisors, employees, and employers by phone, email and fax to obtain missing documents and information needed. Utilization of fax, copier, and scanner. Enter information onto excel spread sheet. Download and upload information acquired for compliance and auditing. Knowledge of Excel and Microsoft Word to correspond, update and interact for internal and external use. Verify and retrieve background history on employees for the client for the hiring process.

J & J Staffing 2010 - 2010

Clerical/Medical Office Rep

Typed letters and correspondences to patients, lawyers, insurance agents, claim adjusters and coworkers. Handling and processing of mail, sorting, categorizing, distributing inner and outer office mail to other sites. Receipt of checks, counting, copying, keying in check amounts, balance and batch checks for bank drop off. Scheduling, canceling and confirming all patient appointments. Process patient claims, obtain pertinent information from patients, doctors, lawyers, insurance adjusters to add and update charts. Relay messages accurately from doctor to patient with specifics and documenting in file. Filing and pulling charts daily. Answering inquiries and problem related questions accurately. Follow up on doctor orders. Cover front desk. Boxing and storing older files. Scan documents into system. Knowledge of all the functions of the office to cover coworkers while out.

Discover Card Services 1995 - 2009

Account Manager

Responsibilities include, read and respond to all cardmembers inquirys and concerns, resolving issues, problems and complaints. Handling of dispute calls in a quick and timely fashion. Mentor and train new hires to the floor when service level permitted. Maintaining an effective average handling time, utilization and compliance score. Highly effective with product sales and monthly goals. Also, a major contributor in assisting peers with innovative ideas on engaging the cardmembers in order to reach their sales goal. Always reflect a professional, positive, courteous, respectful and friendly disposition toward the cardmembers, leaders and coworkers. Staying current with features, benefits and policies of the company through emails, que’s, handouts, monthly assessments and testing to stay knowledgeable with the Discover brands along with new launches. Worked que’s daily and very flexible with schedule based on the company needs and demands.

PNC Bank 1990 - 1995

Customer Account Information Specialist

Responsibilities include handling of personal checks, CD’s, money market accounts internally and externally. Receive, count, copy and batch checks daily. Data key bulks of checks received quickly and accurately. Fax copies of deposit information and forward correspondences to proper department. Type up slips for returned checks to stay in compliance. Typing insufficient fund letters and correspondences to inform the customers and employees of unsatisfied checks. Receive, open, sort and distribute daily mail, personal files, correspondences, letters and forward to departments within the company.

REFERENCES AVAILABLE UPON REQUEST

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