Lavar Peoples

Dallas, TX *****

ad2x4b@r.postjobfree.com

214-***-****

account maintenance, agile, agile management tools, business writing, change management, claims, creating, maintaining, tracking budgets, customer service, customer service claims, customer service oriented, database, escalation management, mortgage customer service, mortgage industry, organizational culture, process improvement techniques, procurement, project life cycle, project management, project planning, raci charts, risk management, scrum, stakeholder management, strategic thinking, task estimation, team dynamics, CPT, ICD-10,HCPCS codes, HCFA1500 and UB04 billing forms

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Senior Member Service Representative

Christus Health - Irving, TX

April 2022 to April 2023

• Worked directly providers/members to build relationships and to answer questions about health insurance benefits, claim processes, or enrollment and premium billing processes. Provide support by answering incoming calls regarding provider claims approvals/denial, CPT, ICD-10, HCPCS codes, HCFA1500/UB04 billing forms, and appeals process.

• Work with State-based exchange and Federal Facilitated Marketplace (FFM) to resolve Level 1 enrollment, premium, APTC/CSR disputes or discrepancies Participate in the discovery and resolution of the root causes of recurring issues .

• Provided members with grace period to resolve billing issues and/or collect outstanding premium. Ensure that all customer needs and problems are properly communicated and managed in a way that maintains great customer relationships Resolve issues including claims, enrollment, billing, and provider relations issues with vendors.

Title Reviewer

PennyMac Loans - Plano, TX

November 2021 to January 2022

• Review and evaluate real estate title commitments, title binders, property reports, and other relevant documents. Performs detailed analysis of title commitments, property reports, and title binders for accuracy and viability.

• Ensures property is accurately represented on title documents. Primary contact regarding all issues with titles, title binders, and property reports Reviews and approves Power of Attorney and Trust Documents to ensure documents adhere to guidelines Gathers, reviews, and/or submits any needed documentation to the title vendor to clear discrepancies.

• Ascertain processing/closing discrepancies and partners with applicable parties to provide training and feedback Tracks common document/process inefficiencies or errors, to be utilized in the coaching/ training of team members to reduce further title issues. Loss Resoluton Specialist

Caliber Home Loans - Irving, TX

May 2020 to May 2021

• Blended call center environment with an emphasis on cash collections and loss mitigation initiation when customers are unable to make their monthly mortgage payments. Schedule adherence and performance in service levels that include Average Speed of Answer, abandonment rate, and Handle time are monitored.

• Outbound calls for cash collection purposes and to initiate loss mitigation when cash collection is not possible Performs cursory financial analysis to determine the legitimacy and length of any perceived hardship the borrower is experiencing, which must be well documented Offers short-term resolution options via repay and forbearance plans Provides information on all available assistance programs to borrowers experiencing financial hardships.

Customer Service

United Health Group - Irving, TX

March 2020 to May 2020

• Maintained customer satisfaction with forwarding strategies focused on addressing customer needs and resolving concerns. Answered customer telephone calls promptly to avoid on-hold wait times. Helped address client complaints through timely corrective actions and appropriate referrals. Followed document protocols to safeguard the confidentiality of patient records.

• Balanced deposits and credit card payments each day. Created customer appointments, maintained up-to-date knowledge of customer accounts.

Customer Service Representative

Ernyst & Young - Dallas, TX

August 2019 to October 2019

• Managed various functions at EY sites, providing consistent, quality, and cost-effective services. Receive and track work order requests and dispatch work orders to maintenance staff. Understand and operate local office equipment, including audio and visual equipment. Recommend ways to improve processes and better manage expenses.

• Performed specialized tasks as required (e.g., external messenger services, record keeping, binding, faxing, and photocopying communicate Assisted customers with a warm and professional attitude. Handled emails, inbound calls, and outbound calls. Member Service Representative

Teladoc - Lewisville, TX

November 2018 to July 2019

• Provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. Process adjustments, refunds, transfer bills, mail returns, and perform manual sales.

• Evaluate and respond to all aspects of written billing inquiries, including but not limited to billing insurances, and updating invoices. Research, troubleshoot, and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution. Dealt with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions.

Loan Document Processor

Modis - Dallas, TX

March 2018 to June 2018

• Reviewed all loan documentation requests for completeness and regulatory/legal compliance and reviewed all consumer and consumer real estate documentation and funding, including Home Equity, HELOC, and lot loans.

• Reviewed approved loan packages (presentations, worksheets, checklists, supporting documentation, etc.) received from lenders and/or underwriters for completeness and policy conformity. Communicate any deficiencies or exceptions to the lenders, underwriters, and/or closers and assist with the correction of the necessary items.

• Booked all consumer loans onto the Fiserv system and prepare any related general ledger or funding entries reviewed boarding data to loan worksheet, to ensure complete and accurate. documentation.

• Provided input to the Loan Documentation Manager on procedural changes or other issues. Input consumer underwriter errors into the designated Sharepoint file. Legal Assistant

US Small Business Administration - Fort Worth, TX

October 2017 to March 2018

• Prepared requisitions for procuring goods and/or services and reviewed justifications or statements of work. Provided administrative support related to the deployment of personnel and equipment and/or materials from the field to the other geographical areas to support the mission of an office/organization.

• Prepared administrative documents/reports for management using Microsoft Office. Lead administrative projects and/or the day-to-day operations of administrative staff. Fitness Instructor

Motions for Lyfe - Dallas, TX

August 2014 to October 2017

• Explained and demonstrated safe and appropriate exercises for clients of various fitness and physical abilities.

• Instructed members about the correct use of weight, resistance, and cardiovascular equipment. Cultivated positive relationships with participants by interacting with group fitness classes. Promoted total well- being by encouraging students to improve nutrition, weight control, and lifestyle.

• Motivated clients to achieve their personal fitness goals through developing and modifying routines. Front Desk Associate

24 Hour Fitness - Fort Worth, TX

August 2014 to December 2014

• Greeted visitors and members upon arrival, helped and answered questions to build rapport. Answered multi- line phone systems to respond to inquiries and transfer calls to correct departments and personnel. Reported facility and room-maintained problems to appreciate personnel for Immediate remediation. Maintained cleanliness and organization of the front desk area.

• Oversaw fast-paced front desk operations and guests' needs at a busy facility. Maintained transaction security by verifying payment cards against identification. Customer Retention Specialist

Moni Security - Farmers Branch, TX

August 2013 to June 2014

• Probed and uncovered their pain, built rapport, and negotiated to achieve a mutually beneficial one- call resolution. Professionally manages difficult or emotional customer situations respond promptly to customer needs and respond to requests for service and assistance. Handled an average of 100 calls, emails, and faxes per day addressing customer inquiries, and solving problems swiftly.

• Delivered exceptional customer service by leveraging extensive knowledge of products and services creating welcoming, positive experiences. Followed up with customers about resolved issues and completed concerns to maintain a high standard of customer service. Foreclosure Specialist

Bank of America - Fort Worth, TX

February 2012 to April 2013

• Responsible for the completion of routine foreclosures, and compliance with all state laws and investors, insurers, and company time frames. Conducted a complete review of the foreclosure file to ensure all default timeframes have been met Requested and reviewed all updated documentation from Investors, Insurers, and Agencies to ensure compliance. Monitors the attorney's performance by reviewing all proceedings, records, and timeframes in addition to working all system/database activities throughout the foreclosure process

• Assists other Foreclosure Specialists and acts as a backup when others are out of the office. Actively reviewed and pursued all loss mitigation alternatives in all appropriate customer circumstances and forwards any potential customers to the appropriate Loss Mitigation Department for consideration. Skills

• HCPCS codes

• raci charts

• project life cycle

• process

improvement techniques

• tracking budgets

• claims

• customer service claims

• risk

management

• procurement

• task estimation

• customer service

• HCFA1500

• change management

• account maintenance

• mortgage customer service

• database

• CPT

• scrum

• creating

• mortgage industry

• business writing

• strategic thinking

• ICD-10

• stakeholder management

• customer service oriented

• project planning

• project management

• organizational culture

• escalation management

• team dynamics

• agile

• agile management tools

• UB04 billing forms

• maintaining

• Financial Analysis

• Microsoft SharePoint

• Computer Networking

• Software Troubleshooting

• Group Fitness

Certifications and Licenses

Certified Project Manager

January 2023 to Present

Contact this candidate