Customer Service

Leyla Al-Fayez

Highly motivated customer service professional with a strong ability to multi-task, prioritize, and manage time e ectively. Eager to deliver exceptional customer support. While upholding the company’s values. 3409 S Rural Rd Tempe, AZ 85282 480-***-**** *****.*******.****@*****.*** WORK EXPERIENCE

UNITED HEALTH CARE / OPTUM RX — CUSTOMER SERVICE ADVOCATE SUTTON'S TOWING & GARAGE — RECEPTIONIST

2020 to 2022, Minnetonka, MI

• Extensive knowledge of telecommunication system and call management application(s) (Cisco Finesse)

• Spoke in a helpful, kind, manner to effectively address the emotional needs of the caller

• Followed effective phone procedures and decision tree processes

• Veri ed and updated patient demographic and insurance information

• Re lled prescriptions, made sure customer had enough medication to last until the shipment was received

• Insured there was remaining re lls left for the next ll. If not contacted prescriber via fax or phone on behalf of customer

• Initiated Prior Authorizations

• Determined when speci c Over-rides were appropriate and worked with retail pharmacies to ensure a “Paid” claim was received

• Expedited or assigned a STOP delivery on certain shipments

• Practiced time management and prioritized skills to meet necessary deadlines with minimal supervision; seeking guidance from mentors / supervisor when appropriate

• Read, interpret, and communicated eligibility requirements following plan guidelines

• Ensured accurate and understandable documentation was made for each call

• Always followed established written and electronic protocols 2014 to 2017, Chandler, AZ

SA IT SERVICES — REFRESH & MANAGING TECHNICIAN

RESERʼS FINE FOODS — ACCOUNTS / RECORDS SPECIALIST

• Answered incoming phone calls, responded to phone calls and in-person requests, greeted visitors

• Resolved customer issues quickly and effectively

• Organized les, developed spreadsheets and scanned documents

• Performed general administrative duties including, copying, faxing and ling

• Obtained authorization for services and updated customers on status of vehicles

• Calculated bills for services rendered, collected and processed customer payments

• Monthly statements and closed monthly sales invoices

• Monitored tra c and weather conditions and alerted drivers of potential issues 2013 to 2014, Alpharetta, Georgia

• Worked with lead site engineer to facilitate a successful refresh of equipment at Bank of America locations throughout the west coast

• Refresh quickly with an e cient turnaround time while maintaining minimal downtime

• Managed teams of installation techs of 2-5 persons

• Worked to an ensure the Bank of America locations opened on time

• Resolved advanced technology issues • Removal, installation and disposal of extremely con dential nancial data

• Sanitation, deconstruction of prior hardware, software and other equipment needed for sites

• Directed and motivated technicians on site

2011 to 2013, Beaverton, Oregon

• Maintained invoices for 18,000+ customer orders daily

• Implemented an e-database for invoices, POD, and other crucial records

• Assisted the credit / fraud dept. quickly providing documents requested

• Addressed risks involved with delinquent accounts determining if it warrants a stop ship status

• Resolved discrepancies / claims of damaged or missing product

• Prepare documentation for accounts being sent to collections

• Ability to research, analyze invoices and problem solve

• Multi-task while managing interruptions, handling stress in a fast-paced environment DR. MOHAMMED S. MOHAMMED INTERNAL MEDICINE — FRONT DESK / ADMINISTRATIVE ASSISTANT

EDUCATION

Linn Benton Community College — Associate of Science 2007 to 2011, Corvallis, Oregon

• Greeted patients and visitors with an inviting welcome

• Registered patients' demographic info and identi ed any special needs for each patient

• Professional and friendly helping to resolve patient concerns via email, phone and in person

• Scheduled appointments

• Veri ed insurance bene ts and eligibility

• Handed medical records requests daily within a 48 hr. turn around

• Maintained, updated, ensured completeness, accuracy of EMR and scanned documentation

• Obtained Referrals / prior authorizations and ICD-9 coding

• Established payment plans with patients

• Collected payments / posted into the EMR (E-Clinical Works)

• Posted / adjusted payments from insurance companies

• Adhered/ strictly complied with HIPPA laws, regulations and compliance

• Drafted / circulated new o ce policies

• Scheduled travel arrangements

• Directed patient ow during practice hours, minimizing patient wait time Sept 2001 to July 2003

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