Customer Service Project Management
Resume:
DELANA DOSS
Roanoke, VA. *****
***********@*****.***
PROFESSIONAL SUMMARY
Senior Operations Processor with over 4 years of progressive experience in financial processing and customer service within top-tier insurance and banking sectors. Demonstrates exceptional problem-solving abilities, proficient in handling chargebacks, fraud claims and adept at data analysis and project management. With a strong foundation in communication and interpersonal skills, coupled with proficiency in Microsoft tools and regulatory compliance (Reg E), this professional is poised to contribute effectively to operations excellence and customer satisfaction.
EMPLOYMENT HISTORY
JUL 2022 - FEB 2024
Senior Operations Processor, / Claims Operations Representative Collabera - Wells Fargo, Roanoke, Va
Review claims for accurate Reg E reporting. Researching claims with payees, revolving and closing claims when possible. Open cases for processors. Incoming without entry claims
(Identity, other banks, Treasury). Outgoing without entry (retail, wholesale). Exception Payment
(Response). OIB (Operations Image Browser), etran, pega, hogan, CIV (customer information view), CSA (customer service application) CCM (customer contact management). OCT 2021 - APR 2022
Insurance Customer Service, American Family Insurance Took insurance payments online. Order new insurance cards, due dates, term dates. Change of address and name. Assist with calls for roadside assistance. Educate online transactions. APR 2021 - OCT 2021
Claims Specialist, Spherion Group - Kansas City Unemployment Process unemployment claims. File new claimant benefits.. Answer calls about the way2go card, check balances, verify deposits and purchases, fraud calls, pin resets, address changes, money transfers. Educate Online banking with way2go. NOV 2020 - MAR 2021
Insurance Verification Representative - Mindlance, Lash Group Ensure that a patient's insurance will cover required medical procedures or hospital stays. Verify patient information, billing, medical coding, and conducting claims examinations, and to educate the patient about their coverage.
MAR 2018 - OCT 2020
Customer Service - TTEC Bank of America - Way2Go
Check balances, verify deposits, pin resets, change of address, money transfers. Educate online banking.
OCT 2019 - MAR 2020
Customer Service -Sykes - Walmart.com
Answer calls concerning orders, shipping, returns, replacement and extended warranties. MAR 2018 - AUG 2019
Fraud Specialist - Wells Fargo Bank
Handled incoming with potential fraud situations. Detect/prevent fraudulent activity. Credit accounts, dispute claims through Visa and merchants. Hogan,CIV, VISA, CSA MAR 2017 - OCT 2017
Warehouse - Dynax
Work assembly line for clutch plates for bonding. Sort parts for incorrect processing. JAN 2009 - SEPT 2017
Customer Service Representative III - Federal Employee Program Anthem/Blue Cross Blue Shield
Promptly responded to general inquiries, verify benefits and claim questions for members and providers, professional and facility. Serviced website My Blue. Trained new hires in all levels of training. Took on new processes in a team group for correct operating before presented to other team mates.
Education
1987
NORTHSIDE HIGH SCHOOL, ROANOKE, Va 24019
SKILLS
Computer skills, data entry, telephone inquiries, knowledge of charge backs, Reg E, project management, organizations, insurance, banking
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