Melissa Shaver

Billing and Collections Associate/Technical Care Specalist

Plains, PA 18705

ad2c08@r.postjobfree.com

+1-570-***-****

I would like to find a challenging position working for a well established and respected Corporation. Ideally, this position would make use of all three: my experience with Computers, Technology and my Soft Skills.

SUMMARY OF QUALIFICATIONS AND EXPERIENCE

• Experience in diagnosing, troubleshooting, and resolving technical issues.

• Experience in billing (collections) from start to finish.

• Proven ability to work well under pressure and be highly efficient.

• Exceeded corporate target for customer satisfaction for 12 months in a row at T-Mobile.

• Nominated as the most efficient, as holding the lowest hold time, as having the fastest resolution. amongst all T-Mobile employees nationwide several times.

• Exceeded corporate target for customer satisfaction for 6 months in a row at TMG Health.

• Employee of the month over 10 times, and 3 months in a row at T-Mobile.

• Cross-trained for multiple positions within virtually all companies that I worked for including but not limited to T-Mobile, TMG Health, Maximus, Genpact, IBM, and C3I.

• Exceeded corporate stats increasing team performance at IBM.

• Recreated Maximus' call scripts.

Authorized to work in the US for any employer

Work Experience

PCUS Collections

Experis - Remote

November 2022 to Present

• B2B Collections

• Created, modified, reported, and sent weekly statements by using Excel, Sharepoint, Pepsibiz, Ishare, OneNote, Image Vision, Outlook, SAP, and various other software programs.

• Researched and sent individual invoices and respected backup to customer.

• Created, modified, routed, investigated, and resolved "disputes" through ARC-Tree and SAP.

• Posted adjustments, payments and follow up notes to financial system as appropriate

• Followed up on claims status, investigated and resolved obstacles for prompt reimbursement

• Identified and reported any payer trends, denial patterns and delays to management

• Provided reports related to individual, billing and collection productivity/activity

• Created reports to detail aging and participated in weekly meetings with senior management to formulate steps to resolve past due balances.

• Analyzed contracts to ensure contract and invoicing are in compliance with appropriate guidelines, and regulations.

• Identified any issues that may affect billing and determined the proper course of action.

• Completed monthly reconciliation analysis to report income projections to management.

• Conducted research regarding pay out discrepancies.

• Conduct troubleshooting to resolve IT-related and application issues for 2,000+ users

• Provide clients with information on available upgrades and troubleshoot computer-related problems for internal and external clients

• Administer all aspects of active directory group policy such as creating and managing end-user accounts using active directory

• Diagnosed and resolved a range of software, hardware, and connectivity issues while delivering technical training on hardware/software to end-users

• Used an efficient ticketing system to monitor incoming service desk tickets, track incidents, and troubleshoot issues

• Set up VPN, Exchange email, and other software issues such as SAP, ISHARE, Shared Folders/Drives. Package Handler

FedEx Ground - Pittston, PA

October 2022 to Present

Warehouse work including loading vans and trucks using various type of equipment. Security Officer

BCM Security

January 2022 to November 2022

Provide security at events nationwide and in hospitals. Pool Installer

D&L Pools - Larksville, PA

June 2012 to November 2022

• Install various different types of pools

• Build pool decks

• Fix issues to existing swimming pools

Technical Support Specialist

RCN - Wilkes-Barre, PA

May 2021 to December 2021

• Provided technical support for existing customers for all equipment and services provided by RCN

• Created dispatch tickets for field technicians for installation, removal, or advanced issues regarding services and equipment.

• Collected payments and created payment arrangements and extensions for customers.

• Upsold services and equipment for existing customers.

• Answered any and all other questions asked by RCN customers.

• B2B support and collections

Billing Specialist/ IT Support

Genpact Hilton - Wilkes-Barre, PA

May 2019 to February 2020

• Prepared computerized invoices for customers

• Viewed all records associated with bills to ensure accuracy

• Ensured that all billing calculations are correct before sending invoices

• Met all billing deadlines

• Assisted and supported all other billers

• Trained and audited new employees

• Created daily reports and updated trackers accordingly

• Explained billing procedure to others involved in the billing process

• Ensured confidentiality in billing procedures

• Performed audits when necessary

• Trained international employees via Zoom

• Utilized various computer programs to perform job functions including Outlook, Excel,Citrix, Sharepoint, Word, Skype, PDF Converter, and others.

• Assisted with "Technical Support" for Hilton employees

• B2B collections and support

Member Services Representative

CVS Caremark/SilverScript PDP - Wilkes-Barre, PA

October 2018 to January 2019

• Interacting with members who may have serious chronic conditions, as well as physician practices, insurance carriers, health plans, and pharmacy operations team members

• Answering inbound and making outbound calls

• Routing calls to appropriate department(s)

• Entering accurate information into a multi-screen computer application.

• Assisting pharmacy services staff members with answering phones, triaging calls, filing and other administrative support activities.

• Work with residents, patients, facilities, and family members regarding charges, complaints, and collection activities

• Review patient billing statements for correctness and accuracy as a result of customer inquiry via email, phone, fax, or written correspondence.

• Maintain accurate and complete records concerning patient billing activity / communication on all accounts

• Work and partner with other internal and external departments to resolve issues

• Participate in projects and/ or meetings as designated by management

• Follow all applicable government regulations including HIPAA. Demonstrates/models the company’s core values and customer service behaviors in interactions with all customers (internal and external) Customer Service Representative/ IT Support

CIGNA HEALTHCARE INC

June 2017 to November 2017

• Inbound and outbound calls for Cigna insurance members and providers.

• Provided technical support for Cigna’s website and mobile applications.

• Answered billing and coverage questions for members.

• Worked with member’s doctors offices and secondary insurances to resolve any coverage or billing issues.

• Created tickets for escalated issues.

Travel Agent

WNS Global Services - Hanover, PA

January 2016 to March 2017

• Inbound Call Center booking travel.

• Logged bookings and assisted with payments

• Assisted the customer with finding the travel accommodations that worked best for them by taking the time to understand their travel desires and budget needs. General Clerk

Maximus - Pittston, PA

November 2014 to April 2015

• Promotional Opportunity

• Customer Service - Inbound/Outbound calls regarding the Affordable Care Act Appeals Process

• Team Lead of special outbound projects

• Redesigned the Center Call Scripts

Help Desk Technician

C3i Inc - Pittston, PA

January 2014 to November 2014

• Inbound/Outbound Call Center, Customer Service

• Provided base level and advanced IT support to global pharmaceutical company

• Troubleshoot a wide array of Technical issues regarding Lenovo Company Laptop and Mobile Devices.

• Troubleshoot Client specific Applications, Microsoft Office issues, and connectivity issues.

• Experience using Microsoft Office - Word, Outlook, Excel and PowerPoint.

• Troubleshoot and navigate Siebel, Oracle One Stop Shop Data Entry System.

• Document all actions taken to assist and resolve Representative issues in the Siebel system, Horizon.

• Assist with use of Concur Expense Report and LMS Training systems.

• Team Lead and SME

• Administer all aspects of active directory group policy such as creating and managing end-user accounts using active directory.

Technical Care Specialist

T-Mobile - Allentown, PA

June 2010 to June 2012

• Inbound/Outbound calls regarding technical issues with mobile devices and broadband services

• Trained new employees and explained protocols clearly and efficiently

• Supported customers with online billing, account issues, and data connectivity issues

• Researched issues on various computer systems and databases to resolve complaints and answer inquiries

• Provided thorough support and problem resolution for customers

• B2B collections and support

Customer Service Representative

TMG Health - Dunmore, PA

January 2009 to March 2012

• Addresses customer service inquiries in a timely and accurate fashion

• Worked with management to produce a new computer system for TMG Health

• Worked in several departments and did various extra jobs throughout the call center

• Trained new employees

• Developed effective relationships with all call center departments throughout clear communication

• Trained new employees

Education

Continuing education in Nursing/ IT support

Luzerne County Community College - Nanticoke, PA

2013

High school diploma

James M. Coughlin HS

2006

Skills

• MS OFFICE (10+ years)

• CLIENTS (10+ years)

• MULTITASKING (10+ years)

• TELEPHONE (10+ years)

• Customer Service (10+ years)

• Customer Care (10+ years)

• Customer Support (10+ years)

• CSR (10+ years)

• Call Center (10+ years)

• Negotiation (10+ years)

• Oracle (4 years)

• SharePoint (10+ years)

• Help Desk (10+ years)

• Outlook (10+ years)

• Sales Experience (5 years)

• IT Support

• Citrix

• Software Troubleshooting

• Active Directory

• Mobile Devices

• Medical terminology

• Computer literacy

• Typing

• Data entry

• Basic math

• Sales

• Telemarketing

• Network Support

• Microsoft Windows

• Desktop Support

• Operating Systems

• Microsoft Windows Server

• Linux

• DNS

• TCP/IP

• LAN

• Pool Maintenance

• DHCP

• VPN

• PowerShell

• Microsoft Exchange

• WAN

• VoIP

• Software troubleshooting (10+ years)

• Network Administration

• Operating systems (10+ years)

• Active Directory (10+ years)

• Technical support (10+ years)

• Analysis skills (10+ years)

• Computer networking (10+ years)

• System Administration

• Mac OS (5 years)

• Windows (10+ years)

• B2B (5 years)

• Collection management (5 years)

• B2B sales (5 years)

• B2B marketing (5 years)

• MSP Service Tools (10+ years)

• System administration (10+ years)

• Microsoft Operating Systems (10+ years)

• Firewall (10+ years)

• VPN (10+ years)

• Backup Technologies (10+ years)

• VMWare

• Disaster Recovery

• SAP (2 years)

• SharePoint (10+ years)

• DMS (10+ years)

• Microsoft Excel (10+ years)

• Microsoft Outlook (10+ years)

• Microsoft Word (10+ years)

• Microsoft Office (10+ years)

• Sabre (5 years)

• Oracle (5 years)

• VPN (10+ years)

Additional Information

TECHNICAL SKILLS

Developed interpersonal communication Skills from years spent interacting with customers and clients on the telephone or in general, Strong Multitasking, Vast Technical Knowledge, MS Office Proficient, Conflict resolution, Active Listening, Service Orientation, Extraordinary attendance, can type over 90WPM, alpha numeric 10,000 kpm Social Perceptiveness, etc.

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