MONTRICE A. ALLEN
*** *. ******** ******, *** ***, Pensacola, FL 32505
**************@*****.*** 850-***-****
OBJECTIVE
Results-driven professional with a track record of thriving in fast-paced environments, demonstrating resilience, and leveraging exceptional sales and negotiation skills. Operator
Birch Gold Group (Part Time) Remote October 2023 - Present
Identified customer's potential product and services needs
Balanced cash items, teller over/short report, traveler's checks, savings bonds, and adhered to all branch procedural controls
Answered incoming telephone calls in a friendly and professional manner Service Advisor III
Florida Blue Cross Blue Shield Remote July 2022 - September 2023
Reviewed and corrected medical claims coding, maintaining a 100+ daily clearance rate
Adjusted claims to align with medical benefits and guidelines Member Resolution Specialist
AmeriSave Mortgage Company (Temporary) Remote September 2021 - April 2022
Aided home buyers with mortgage loan closing issues
Resolved escalated issues assigned via Jira Service Management for high- profile borrowers, reporting directly to the Regional level of Management with resolution totals.
Collaborate directly with management weekly or more frequently as needed with any trends, escalated issues or other matters which could delay mortgage application process for borrowers
Delinquency Control Counselor IV
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Navy Federal Credit Union - Pensacola, FL July 2017 to February 2020
Act as an advocate for members who'd fallen behind with lending products. Working directly with them to find resolution best suited to their specific issues
Expertly negotiated payments with members whose lending products were more than 90 days delinquent.
Utilized active listening and critical thinking while communicating with past due members to provide appropriate solutions to delinquencies Member Service Representative
Navy Federal Credit Union - Pensacola, FL December 2015 to June 2017
Assisted members with account inquiries via inbound calls
Conducted international bank wire transactions and upsold Credit Union products
Digital Media Outreach
Alorica - Pensacola, FL May 2015 to December 2015
Assisted Comcast cable/internet customers with technical issues and inquiries via online forums
Moderated online chat threads, ensuring compliance with company guidelines.
Addressed complaints submitted to 3rd parties such as BBB or local Chamber of Commerce
Provide responces to customer feedback via social media settings Claims Processor
CareFirst BlueCross BlueShield - Charleston, WV June 2010 to April 2015
Assisted in the adjustment of any claims that did not pay correctly due to clerical error or lack of authorization
Worked directly with doctors' offices and other medical professionals to ensure claims were submitted and processed in a timely manner
Maintained consistent production output in a fast-paced, constantly changing environment
Administered benefits per approved appeals or informed customers of claim denial after review by Utilization Management
Interpreted medical benefits for the customer to ensure a solid understanding of their policies
Assisted self-pay policyholders with claims and payment inquiries/issues 2
EDUCATION
High school or equivalent in General
Sussex Central Senior High School - Sussex, VA August 1997 to June 2000 SKILLS
Microsoft Office (10+ years)
Collection Management (2 years)
Asset Management (2 years)
Conflict Resolution (5 years)
Excel (5 years)
Data Entry (8 years)
Administrative Support (7 years)
Call Center (9 years)
Accounts Payable (5 years)
Accounts Receivable (5 years)
Organizational Skills (9 years)
Medical Terminology (2 years)
Insurance Benefits Interpretation (5 years)
Claim EOBS (5 years)
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