Customer Administrative Assistant
Resume:
Deanna M Casey
N. Chesterfield, VA 23234
*************@*****.***
OBJECTIVE
To obtain a position where I have hands-on opportunities to improve the customer experience, fix broken functionality, streamline and make process improvements. My ability to communicate effectively and prolifically, isolate customer experience gaps within task flows, review legal documents for quality assurance and provide feedback on improvements, prioritize issues based on the ability to complete tasks, and my focus on results make me a strong candidate for the required position. I am driven. I have the ability to work well with others. While I enjoy working with others I can also work as an individual, competently performing at the highest level with the capacity for unlimited growth, flexibility and development.
QUALIFICATIONS SUMMARY
Exceptional highly trained and experienced professional with outstanding banking, business development, negotiation and written skills. Proven experience in interfacing with others at all levels using sound judgment to ensure organizational goals are attained. Extensive knowledge of Microsoft Office, utilized for process improvement and quality reporting. Possess strengths in developing strategy, creative thinking, and managing multiple tasks. Motivated towards achieving set goals and meeting deadlines; coupled with dynamic project, implementation and execution experience.
PROFESSIONAL EXPERIENCE
December 2016 – Current
New Bedford Corp Ashland, VA
Billing Specialist
Responsible for timely submission of technical or professional medical claims to insurance companies. It requires attention to detail and is critical for the financial cycle for all health care providers, from single-provider practices through large medical centers
Prepare, review, and transmit claims using billing software, including electronic and paper claim processing
Knowledge of insurance guidelines, including HMO/PPO, Medicare, and state Medicaid.
Follow up on unpaid claims within standard billing cycle timeframe
Obtain referrals and pre-authorizations as required for procedures
Call insurance companies regarding any discrepancy in payments if necessary
Identify and bill secondary or tertiary insurances
Research and appeal denied claims
Answer all patient or insurance telephone inquiries pertaining to assigned accounts
Check voicemails and follow up throughout the day
Review patient bills for accuracy and completeness and obtain missing information
Check eligibility for benefit verification
Request medical records for appeals
Knowledge of medical terminology likely to be encountered in medical claims
February 2016 – December 2016
Wells Fargo/ Wells Trade Estates, VA
Securities Processing Service Specialist
Working knowledge of claims operations, financial services, or financial/estate
Respond to queries from Executors of the Estate, Rep Payees, and Beneficiaries as it relates to death proceeds on Brokerage Accounts.
Review and screen applications for estate benefits to ensure validity of documentation submitted and completeness of supporting documentation on Retail Brokerage Accounts for Individual Accounts, Joint Tenant Accounts, Custodial Accounts, Individual Retirement Accounts, Transfer of Death Accounts and Trust Accounts.
Coordinate, distribute, and monitor daily securities or cash related production work for high volume, multi-million dollar accounts in brokerage environment
Record information obtained from the information received via facsimile, emails, etc.; file for processing from notification to settlement.
Submit request to process ACH, Wire Transfer and Check request
Provide assistance to front office staff as to established policies and procedures with respect to internal operations and administrative matters surrounding legal estate matters.
Analyze historical account activity along with customer information to mitigate risk and potential losses.
Submit email to designated department to remove restrictions on deceased account for processing.
Manage the safekeeping of members’ records by way of uploading documents and send email to be scanned for imaging in a shared system.
Send letters to claimants to inform of missing documents or incomplete documents received as well as inform claimants of updated documents needed for processing. Also, send letters to client(s) once the transfer process has been complete.
Review processing requests daily to ensure contractual compliance. Contacted field directly to resolve any issues or discrepancies as needed.
Ensure deadlines of processing are met and within Service Level Agreement
Working knowledge of Beta systems, InfoMax, Ofac, and Wisdom Systems.
August 2010 – March 2015
Capital One Bank, VA
Sr. Ops Production Coordinator
Combined strong interpersonal skills with an aptitude to develop a strategic marketing campaign targeting accountants, attorneys, and bank professionals
Processed Legal Documents of all source to comply with bank’s policies and federal and state laws
Lead the project to create Beta Testing for Garnishment Tool for effective utilization
Uploaded daily stats in Shared Systems for Manager review
Reviewed and provided feedback on QA files and scores to associate and ensure corrections are made
Identify and update gaps in training material, facilitate cross training to associates on legal process
Handled and resolved escalated issues via multiple communication channels
Coordinate and lead frequent meetings among co-workers and teammates providing updates and improvements on policy and procedures
Provide assistant to manager leading focus groups
Acted as a Liaison to various departments to ensure business compliances where met
Coordinate and process supporting documentation for personnel actions, including disciplinary paperwork and vacation request.
Maintain and rotate phone blocks by ensuring coverage throughout the day
Identified and resolved issues that would impede the customer experience.
Prepare business letters and send to state and government officials
Scheduled travel arrangements for executives and appointments
April 2005 – August 2010
Capital One Bank, VA
Fraud Detection Rep II
Provided sound judgment and integrative thinking to assist customer’s regarding fraud issues
Researched fraudulent accounts for immediate action
Collect information on theft from victim by phone or by direct interaction.
Maintain database of customer personal data and theft case information for timely retrieval and analysis.
De-escalated and resolve customer issues related to fraudulent accounts and transactions
Investigate fraudulent charges and fraudulent applications to determine if actual fraud or not.
Provide proof to true name person when not determined to be fraud and reapply charges previously removed due to fraud concerns back on customer credit card account.
Close fraudulent applications immediately and send updates to credit bureau
Utilized multi-lined phone systems for inbound and outbound calls to customers
Explained policy and procedures of fraudulent accounts to customers
Coordinate with law enforcement agencies to assist in tracking and prosecuting of felons committing fraud
Analyze customer statements, affidavits and evidences to resolve identity theft cases and claims.
Expedited customer account adjustments to improve customer satisfaction
Perform follow-up calls to customers to ensure their fraud issues have been resolved
Enhance situation awareness where security is concerned
November 2000 – April 2005
Capital One Bank, VA
Sales/Service Associate
Take incoming calls as it relates to applications for Certificate of Deposits, Money Markets, and IRA Certificate of Deposits
Retain customers using market tools, cross selling for Certificate of Deposits
Cross Selling on new Savings products
Handle 50+ calls a day selling and servicing Saving products
Submit request to send applications as well as Certificate of Deposits to customers.
Send any updates to customers via mail notification.
Assist customer with wire transfers when cashing in Savings products
Recommend both short term and long term investment options for customers
Understand investment goals and recommend asset selection strategies
EDUCATION
J.S. Reynolds Community College
2001-Present – Associate Degree in Human Services
Notary Public Certified
Administrative Assistant Certification
REFERENCES
Kenton Gordon – Software Test Engineer
804-***-**** *************@*****.***
Professional Relationship (known for 8 years)
Yolanda Graves – Principal Coordinator
708-***-**** *********@*****.***
Professional Relationship (known for 5 years)
Cachet Beaver – School Teacher
404-***-**** *******@***.***.**.**
Personal Relationship (known for 25 years)
Deanna M Casey (page 2 of 2)
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