Customer Service Human Resources

Bilan Harrison

Olanta, SC ***************@*****.***

OBJECTIVE

To obtain a management position, in which I am given the opportunity to play a direct role in the unlimited growth and success of A solid organization. Seeking a position in the administration field, with an organization that promotes professional growth and advancement. Energetic management expert with a deep knowledge of productive strategies and ability to manage resources and meet expectations within budget. Hoping to secure a management position in an organization where my abilities will be maximized. Highly skilled professionals leveraging individuals with 20+ years of progressive management and customer service experience while pursuing an education and certification in Human Resources. Proven record of building high performing teams and cultivating future company leaders.

Skills

●Employee Relations

●Training & Development

●Team Leadership

●Coaching & Mentoring

●Interviewing & Recruiting

●Problem Resolution

●Reporting & Analysis

●Performance Assessment

●Process Improvement

●Leadership Development

●Cross Functional Collaboration

●Employee Retention

●Consultative selling

●Contract drafting

●Customer service

●Contract negotiation

●Invoicing/Accounting

PROFESSIONAL EXPERIENCE

Harris Teeter; Florence, SC

Manager July 2019-Present

●Resolve escalated technical incidents and problems that impact customers service availability

●Provide recommendations to problem solve based on research and analysis of incidents

●Produce a variety of reports to monitor the performance of our services.

●Maintain communication lines with assigned customer to manage service expectations

●Partner with the account team and other cross-functional teams to meet customers’ needs

●Provide timely actions on any customer escalation throughout onboarding

●Document all interaction in VZC systems.

● Analyzed performance metrics of employees to meet company targets

● Reviewed, documented and overviewed employee’s performance and provided advice/recommendations in efforts to improve customer satisfaction

●Explained metrics system and stretch targets to employees for maximized performance opportunity

K & B Brothers Transport Dispatcher/Accounting January 2023-Present

●Booked loads through online platform from steel manufacturing companies

●Provided accounting analytics for business to include creating cost benefit analysis to preserve business funding

●Invoicing for drivers to include paycheck drafting and overviews

●Developed local relationships with steel companies such as Vulcraft and Nucor Steele

Spectrum Account Manager July 2022-December 2022

●Provided account analysis for existing and new customers

●Recruiter, retained prospects with consultative selling

●Sold products such as wireline, business internet, mobile device management solutions and data plans

●Served as a team liaison amongst a team of 6, providing support/education surrounding Spectrums core beliefs

●Maintained a 85% close rate on all open projects and deals

●Orchestrated deals from end to end to include drafting proposals with financials, savings and discounts

Sykes (Bank of America), Sumter, SC Team Lead- July 2015-Dec 2018

●Answered customer calls and actively listened identify their issues.

●Built customer relationships by earning their loyalty and trust.

●Troubleshoot problems and resolved a range of customers issues from device, billing, and service concerns.

●Generated excitement for new solutions and products that can enhanced the customer’s experience.

●Empathized and acknowledged customer to create trust and partnership.

●Transferred accounts to a new or existing account.

●Build customer relationships, earn their loyalty and trust.

●Troubleshoot problems and resolve a range of customer issues from device, to billing, to service concerns.

●Generate excitement for new solutions and products that can enhance their experience.

●Empathizes and acknowledges customer to create trust and partnership.

●Asks questions and leverages tools & resources to discover root cause concerns and provide applicable, relevant solutions

●Generate customers’ accounts

●Run credit check for eligibility

Palmetto Behavior Center, Florence, SC 2011-2014

Mental Health Specialist/Claims adjuster

●Reviewed and assessed adjudicated claims for timely and proper payment of outstanding balances

●Researched, corrected, and resubmitted or reprocess unpaid claims as necessary

●Reviewed zero payments daily, including denials, correspondence, etc.

●Verified validity of account balance by researching, reviewing, and ensuring accuracy of payment and adjustment posting

●Identified liability and guarantor hierarchy and transfer balances timely and appropriately

●Reviewed and interpreted Explanation of Benefits (EOB) for denials and underpayment of codes

●Processed insurance refund requests as necessary and according to policy and procedure

●Meet productivity goals/benchmarks as set and communicated by A/R leadership

●Worked collaboratively with other Coding, Billing, Patient Access, and Cash Receipts Specialists as needed

●Manually post payments on designated days

●Monitored rejected claims and error reports, then supply documentation to the appropriate department

●Posted and balanced available electronic remittance advices.

●Monitor and assisted patients with everyday activities

Johnson Trucking Company, Florence, SC 2017-2018

Training coordinator

●Maintained specific training materials associated with training programs for the practice management software.

●Provided education and feedback to team members and team leaders for appropriate action.

●Worked in conjunction with one or more training team members, team leaders, and clinicians employed by the medical group.

●Maintained appropriate level of knowledge of revenue cycle process as well as the practice management software by vendor training and third-party education.

●Assured compliance with all company plans policies and procedures.

PROFESSIONAL EXPERIENCE, CONTINUED

Banking representative (2015 – 2018)

●Provided product usability support to customers and SMB Telesales.

●Worked with Sales on contract negotiations and customer services.

●Recommended products and services to customers.

●Researched account discrepancies and billing issues.

●Assisted customers with account related technical issues.

●Managed escalations on pressing and urgent customer issues.

●Provided initiative-taking support to customers through outbound follow up initiatives.

EDUCATION AND TRAINING

Lake City High School 2001

Phoenix University Bachelor of Accounting/Business

Expected Graduation date: 2023

TECHNICAL SKILLS

Proficient using MS Office (Word, Excel, PowerPoint, Outlook), Fidelity, Oracle, and Avaya, Cerner, Revenue Cycle

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