PALACA PORTER

** ********** *****, *********, ** 30014 Phone: 678-***-**** ad1j04@r.postjobfree.com

Motivated and dependable professional with years of expertise in a fast-paced environment utilizing extensive Customer Relations and Service Satisfaction. Proficient in job execution and proven track record of success in compliance and Customer Service.

STRATEGIC AND CREATIVE THINKER with solid background in delivering decisive, action-driven leadership. Demonstrates expert insight and proficiency in teaching, coordinating, monitoring, evaluating and communicating clients.

RESULTS-ORIENTED PROFESSIONAL with proven capacity to manage and coordinate operations and administrative support, using initiative, resourcefulness and good judgement.

PERFORMANCE-DRIVEN TEAM PLAYER with excellent interpersonal skills and attention to detail, optimally utilizing all channels of communication to assist operations.

Microsoft Office

Reports Documentation

Conflict Resolution

Organizational Skills

Time Management

Risk Analysis

CORE COMPETENCIES

Systematic Research

Asset Protection

Critical Thinking

Customer Service

Data Entry

Medical Billing

Strategic Planning

Attention to Detail

Interpersonal Skills

Communication Skills

Process Improvement

Leadership

SMALL BUSINESS ADMINISTRATION 08/2020-CURRENT

JOB TITLE: DISASTER RECOVERY SPECIALIST

Demonstrate superior customer service and professionalism at all times.

Provide assistance to staff as needed, responding to inquiries and addressing any concerns within a timely manner.

Provide assistance to borrowers with application completion and payment processing.

Display thorough knowledge of the SBA’s disaster loan program

Submit recommendations towards process improvement in order to enhance overall efficiencies

Proficient navigation through assigned systems to complete established tasks

MERCEDES-BENZ 04/2018-CURRENT

JOB TITLE: CUSTOMER ADVOCATE

Demonstrate superior customer service and professionalism at all times.

Responsible for problem resolution, tackling complex Customer Assistance Center escalations.

Troubleshoot various issues related to the Service mobile app and vehicle functionality.

Provide on-the-job training to new hires and serve as Subject Matter Expert to current staff.

Display thorough knowledge of vehicle issues, sales/service policies, contract discrepancies, warranties, cancelations and refunds.

Collaborate with various departments in order to enhance overall efficiencies and meet/exceed all key performance metrics.

Quality checks all information for accuracy and data integrity.

GEORGIA REGIONAL HOSPITAL 06/2010-CURRENT

JOB TITLE: MEDICAL BILLING SPECIALIST

Promoted to a "Super biller" based on demonstrated ability to determine priorities, establish timelines, and effectively manage workflow

Responsible for billing Insurance claims for inpatient, outpatient and pharmacy claims. Provides written correspondences on remittance denials, additional information letters (ADR) and review EOB’s

Responsible for coordinating resolution of patient complaints, late postings, adjustments, credits, and explanation of services rendered

Manages productivity reports, supervise billers, assign tasks, train, research insurance guidelines for coding, credentialing, Medicare applications

Coding of inpatient and outpatient procedures from operative reports by using ICD 9 and CPT codes and applying modifiers when needed

Reviews accounts for possible assignment and made recommendations to the Billing Supervisor, also prepared information for the collection agency

USPS PRO-LOGISTIX 11/2008-CURRENT

JOB TITLE: DATA ENTRY CLERK SUPERVISOR (SEASONAL)

Trained incoming Supervisor in duties of the job, including data entry procedures, troubleshooting, interactions with company staff, and compliance protocols

Researched company records to retrieve requested data and to compile thorough, precise system-generated reports for data entry team members Identified errors in raw data, such as spelling and grammatical errors, inaccurate claimant contact information, and vital missing information, conducting research as necessary to acquire needed data

Recorded daily production, schedule shifts, conducted appraisals and suggested promotions, investigated and resolved discrepancies took corrective actions to resolved conflicts.

Compared and verified with source document by reviewing, correcting, deleting, or reentering information to detect duplication.

METROPOLITAN ATLANTA RAPID TRANSIT AUTHORITY ACT (MARTA) 04/2014-09/2016

JOB TITLE: BUS OPERATOR

Assisted passengers, provided customer service such answering questions regarding passenger transfers and city, state locations, skilled in transporting special needs passengers with an ability to de-escalate and control behaviors during transport.

Resolved customer complaints in a swift and timely manner regarding fares, company procedures, and passenger disputes amongst each other.

Successfully performed scheduled manifest by picking up all clients on time and delivering them to their destinations safely and within a reasonable time frame

Provided excellent customer service including assistance on and off the bus, supplying information, and responding appropriately in the event of emergency.

Reported hazardous or dangerous conditions along bus route and at passenger loading zones, including such hazards as unusual traffic, road conditions, obstructions, construction, and potential criminal activity.

PIVOTAL RETAIL GROUP 09/2013-11/2013

JOB TITLE: RESET COORDINATOR

Reviewed and processed invoices, expense reports, petty cash reimbursements, and check requests, assigned correct vendor numbers and appropriate general ledger codes to all invoices.

Reviewed all expense reports for accuracy, proper receipts, and appropriate approval signatures. Resolved all payment- related issues with expense reports.

Implemented customer approved schematics and plan-o-grams with all items tagged and approved by store management.

Maintained accurate and detailed logs including time sheets and recaps while meeting strict deadlines to continue being the fastest team nationwide.

Coordinated with management and other associates for larger resets including location of work for efficiency.

Determined call schedule by reviewing priorities with supervisor, discussing special instructions, product promotions, new products, and price changes.

Able to complete timely and accurate reporting (web based) of recaps, expense reports, timesheets, etc.

HOME DEPOT 10/2009-11/2011

JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE

Answered inbound phone calls from customers, quickly assessed customer needs and proactively provides solutions with a high degree of accuracy.

Provided superior customer service while handling inbound calls for product inquiry, order placement, and order follow-up. Documented details of customer interaction into system

Drove customer loyalty by providing, excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences.

Met or exceeded various performance requirements, including but not limited to customer service skills, accuracy, schedule adherence, speed to resolution, etc.

Partnered with escalation group to obtain additional order support, customer follow-up, or handling of complex customer cases.

Provided quality and professional customer service that consistently meets or exceeds Company standards of excellence and customer expectations.

OTHER POSITION HELD:

WALMART CUSTOMER SERVICE CASHIER 10/2009-11/2011 McKESSON BILLING SPECILAIST 06/2007-06/2010

AMERICAN HOMECARE SUPPLY COMPANY BILLING SPECIALIST (DME) 03/2005-05/2007 COHEN & THOMAS ACCOUNTING CLERK 01/2004-12/2008

PROFESSIONAL EXPERIENCE

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