Customer service representative And Data Entry Clerk
Resume:
Confidential
Markeisha Moore
**********@*****.***
PROFILE SUMMARY
Highly motivated, analytical, and results-driven professional, with comprehensive years of experience in Funding Analyst I, Collector III, claims adjustment, clinical staff assistant, account manager, and business development, complemented with expertise in office administration and support. Recognized for excellence in building rapport, listening attentively, and resolving customers' concerns. Able to work well with others and thrive in a fast-paced environment. Handling insurance claims filed by the policyholders, interviewing claimants and witnesses, investigating claims to gather pertinent information, processing a variety of claims, handling property claims involving damages, accidents, and so on; inspecting property damages, verifying coverage, consulting hospital records and police records, issuing payout amounts and presenting claims to insurance firms. Productive in contributing effectively toward the objectives of a team, and can share knowledge, ideas, and information. A position with a reputable organization that will benefit from my strong customer service skills and outstanding performance as well as contributes to my developing career. CORE COMPETENCIES
Maintain reports within the department that will monetize more claims, improve quality, provide revenue opportunities, and improve the management of workflow
Review and approve outgoing and incoming correspondence to providers ensuring complete accuracy for revenue-impacted savings
Ability to effectively present information and respond to questions from groups of managers, customers, and the general public
Obtain information from field and project staff to verify the accuracy and completeness of information on claims forms, applications and related documents, and company records
Followed timely customer service to members, providers billing departments
Develop and maintain claims instructions, guidance documents, and associated tools and templates for the project
Established and maintained a high level of positive working relationships with the insured, ensuring satisfaction with agency services. PROFESSIONAL SKILLS
Customer Service
Medical Terminology
Answering Phones
Insurance Verification
Case Management Microsoft
office
Record keeping
Time management
Detail orientation
Customer relations
Results-driven
Problem-solving
Great attention to
detail
PROFESSIONAL WORK EXPERIENCE
Funding Analyst II Santander Consumer USA Oct 2021- Current
Supports applicant and dealer experiences throughout the originations funding process.
Identifies risk and control improvements, by reporting findings to upper management.
Assist with escalated issues sent to the manager queue
Assists with questions, calls, emails, faxes and being an overall go to person for funding analysts. Funding Analyst I Dec 2019 -Oct 2021
Exeter Finance - Irving, TX.
Reviewed the consumer credit reports to ensure contracts were within company policy and ratio calculations- debt to income, payment to income, and loan to value.
Scrutinizing the authenticity of documents received by consumers and dealers to detect fraud and minimize company losses.
Reviewing the newly cleared to close loans to ensure that all required forms and/or documentation have been provided for closing.
Provide loan grade change recommendations and maintained documentation supporting all such changes.
Review, Monitor and provide loan recommendations that are properly structured and accurately risk graded. Collector III July 2017 – Dec 2019
Wells Fargo Auto - Irving, TX
Performed administrative functions for assigned accounts, such as updating address phone numbers and purging any records of deceased customers.
Managed customer calls effectively and efficiently in a complex, fast-paced, and challenging call center environment.
Monitored and maintained assigned delinquent portfolio and made various collection action recommendations. Confidential
Consistently maintain a monthly QA score of 98% on a goal of 95%.
The collection rate of 70% for delinquent accounts aged from 60-180 days. Clinical Staff Assistant Jan 2017 – July 2017
UT Southwestern Medical Center - Dallas, TX
Assisted medical/surgery patients with activities of daily living including helping with meals, transferring using assistant devices, bathing/showering, ambulating, dressing, and grooming
Scanned and indexed necessary documents to a specified area of the practice management system; EMR knowledge.
Measured and recorded vital signs of patients, conducted in-office screening tests, collect and prepared specimens to send to diagnostic laboratories, and recorded medical histories.
Obtained and verified patient billing information, as appropriate to the activities of the unit; processes patient accounts and maintains records.
Late-Stage Account Manager March 2016 – Jan 2017
Santander Consumer USA - Lewisville, TX
Utilized all collection tools provided by management, including, but not limited to, extensions, hardship modifications, reinstatements, and repair claims to make the best business decision for the company.
Worked with little or no supervision, exercised discretion and good judgment when making decisions about accounts, and professionally represented the company.
Adhered to an investor, mortgage insurance, and regulatory guidelines to minimize loss associated with process delays.
Followed FDCPA Guidelines to ensure customers were not being harassed when outbound calls were made manually and inbound calls that came through.
Quality Assurance Associate Oct 2015 – March 2016
Conducted facility and field audits at multiple locations to verify all quality, regulatory, and safety activities were performed by company policies, processes, operations, and government regulations
The established environmental monitoring program, contamination trending analysis, and reporting system of excursions ensure compliance with aseptic manufacturing practices.
Maintained Quality Assurance promotional masters, product-labeling masters, training files, and product lot files.
Adjusted, cleaned, and repaired products of processing equipment to correct defects found during inspections Account Manager Aug 2014 – Nov 2014
Established and maintained an excellent network of business associates with customers and provided service excellence, communication, and timely follow-up.
Exemplified professionalism and proper etiquette while using all forms of communication with both clients and peers.
Communicated information clearly to set correct expectations and understanding with customers and encourage open dialogue of all involved parties.
Advised customers on how to present their documents resulting in an increased rate of lending approvals. EDUCATION AND TRAINING
West Mesquite HS-Diploma
East field college-Current
REFERENCES
Available Upon Request
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