Shawana Smith

Jackson, MS *****

ad5a9j@r.postjobfree.com

+1-601-***-****

Seeking a career that gives me the provision of leadership, guidance and that will also, give me the ability to further my knowledge and utilize my exceptional skills. Authorized to work in the US for any employer

Work Experience

Remote OLTP Support - Helpdesk

Drake Software LLC - Franklin, NC

January 2024 to Present

Evaluates and answers incoming escalates of email and live chat requests from users requesting assistance with our online tax product.

Provides technical support to users by researching and answering questions, solving problems, and maintaining workstation and LAN performance.

Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.

Communicates trending issues and problems to management. Ability to navigate through multiple programs and systems to provide courteous and accurate feedback to clients and management in a timely manner.

Customer Care Billing Specialist Hybrid/Remote

Humana - Madison, MS

January 2019 to October 2022

Processed enrollments, payments, address changes and other enrollment task that were needed. Performed billing for customers.

Gathered information, research/resolve inquiries and logged customer calls. Assist providers with customer’s enrollment status, as well as prescription and procedure claims. Maintained tracking information and process system generated reports for enrollment and payment receipts including balancing, reconciling and resolving any data discrepancies or issues. Performed data entry as well as accurate evaluation of invoices.

Direct Caregiver

Faith & Hope Independent Living - Jackson, MS

January 2017 to January 2019

Overseen every aspect of my client needs.

Was responsible for implementing daily activities and basic household chores for elderly client. Manage personal affairs for client.

Communicated with family members on a daily basis requiring the welfare of client. Had to be very attentive to details because client had specific rules and schedules that had to be constantly upheld and very specific dietary and physical rules that had to be followed. Customer Service Associate

JC Penney - Ridgeland, MS

January 2016 to January 2017

Communicated with customers either by telephone or in person to provide further additional information regarding products or services.

Demonstrated consultative behaviors in a retail environment to understand each customer's individualized needs.

Stayed current on retail center merchandising products and ensuring proper display of all retail area products.

Ensured all customer problems were resolved quickly and to the satisfaction of the customer. Maintained a safe, clean, and orderly retail area.

Provided an outstanding customer service experience by using consultative skills to anticipate customer needs, suggested alternatives, and found solutions to meet customer needs. Information Service Assistant

AT&T - Jackson, MS

April 2008 to May 2011

Analyzed and resolved customer issues and trouble reports based on analysis from a mechanized system. Ensured the customers on proficient service by handling their issues prompt and precise. Explained the nature of problems to the customers and negotiated repair commitments. Routed trouble tickets to other departments to receive appropriate and proper status on each ticket to resolution. Upheld strong customer service standards for greetings, phone calls, and to expedient customers on responses.

Direct Caregiver

Oxford Health Care Services - Jackson, MS

July 2007 to February 2008

Overseen every aspect of client needs.

Was Responsible for implementing daily activities and basic household chores for elderly client. Managed personal affairs for client. Communicated with family members on a daily basis requiring the welfare of client.

Had to be very attentive to details because client had specific rules and schedules that had to be constantly upheld and very specific dietary and physical rules that had to be followed. Administrative Assistant

MS Home Service - Ridgeland, MS

October 2005 to July 2007

Established new client’s accounts and maintained the updating of all files. Set clients' appointments and performed billing for home health services. Established company meetings, and prepared homemakers schedules. Produced and distributed the correspondence memos, letters, faxes, forms, answered and directed multi- line phone calls.

Submitted and reconciled expense reports.

Education

Bachelor's degree in Health Care Administration

Jackson State University - Jackson, MS

August 2013 to May 2016

Associate in Medical Billing and Coding

Hinds Community College - Raymond, MS

January 2010 to May 2013

Skills

• Medical Coding

• Direct Care

• Call Center

• Medical Terminology

• CPT Coding

• Customer Service

• Customer Care

• Care Giver

• Medical Billing

• Home Care

• ICD-9

• ICD-10

• Insurance Verification

• Microsoft Outlook

• HIPAA

• Customer service

• Microsoft Office

• Microsoft Excel

• Microsoft Word

Certifications and Licenses

First Aid Certification

Driver's License

CPR Certification

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