Call Center Supervisor
Resume:
TARA V. MICKENS
Langhorne, PA ***** 215-***-**** ****.*******@***.***
Re: Employment
Dear Prospective Employer,
I have earned a reputation for delivering excellent service and high-quality performance marks in my past employment. I take great pride in supporting organizational vision and the mission. I look forward to and welcome the chance to meet with you to discuss ways I can contribute to your business.
My background includes over 20 years in the corporate work environment operating at every level ranging from entry, advisory to training and management. In these positions I acquired skill sets that enabled me to lead and provide superior service to clients and customers. I was repeatedly recognized for excellence as a team leader and quality coordinator, selected by management for special projects and unique assignments supporting organizational goals. I recently served on a special team dedicated to serving military and veteran customers which I take great pride in as a military spouse.
I am a serving member of the Missionary Board providing support to the bereaved and those in need.
This board provides immediate support during time of grief and distress. In this, and all experiences and positions, my approach is with great care and professionalism with a mind set to see it through to completion.
My background and experience in service and support combined with an ability to manage programs and build relationships would be valuable to any organization looking for high performance employees. I truly look forward to speaking with you to discuss opportunities with your company. I can be reached at 215-***-**** or email @ ****.*******@***.*** to schedule a meeting.
Sincerely,
Tara Mickens
Enclosure: Resume
Tara Mickens
22 Addington Drive Langhorne, PA 19053 ****.*******@***.***
Summary: Self-starter able to work independently, professionally and under time constraints. I have been proven to manage multiple tasks and meet deadlines in a fast-paced environment. I excel in both risk management and quality assurance settings with extreme detail. My desire is to obtain a stable and rewarding career while making a positive impact in the organization. Proficient in Microsoft office suite, Enterprise Customer Profile Database (ECPD), Workflow Manager (WFM), Root Cause Analysis (RCA), and Sales force.
EMPLOYMENT:
Senior Intake Coordinator CHE Behavioral Health Services May 2019- September 2022 Remote
Responsible for the timely processing of new and existing patient demographic and medical insurance information to ensure proper patient care by providers. Directly assisted in obtaining authorizations for initial, existing, and on-going patient care. Employed extensive knowledge of Medicare, Medicaid, and commercial insurances to directly communicate with Clinicians and medical facilities nationwide. Maintain the strictest confidentiality of patient information in compliance with HIPPA and organizational guidelines. Complete special projects as needed.
Customer Interaction/Loan Depot Cenlar Central Loan Administration January 2017- May 2019 Ewing, NJ
Assist high profile and military veteran borrowers with telephonic and on-line mortgage payments. Support customers with issue resolution, trouble shooting and re-setting passwords on the company website. Provide borrowers with escrow analysis and review of escrow accounts.
Review and verify various insurance types including life, mortgage, and property insurance. Utilize external websites to verify information regarding loans and property valuation. Submit requests for original mortgage notes or HUD1 statement for customer records as needed.
Claims Analyst Sykes International
November 2015-September 2016 Langhorne, PA
Process claims for a subsidiary of Johnson and Johnson Corporation.
Adherence to FDA, ETHICON and HIPAA laws and regulations.
Determiner of warranty eligibility based on information collected and researched.
Responsible for the collection and safety of sensitive information for doctor’s and their patients.
Place orders for mammary prosthesis and accompanying equipment.
Communicates with Surgeons, medical staff, and patients on a daily basis.
QA Compliance Coordinator Business Finance Operations Verizon Wireless May 2004-March 2015 Trevose, PA
Conducted audits for corporate and consumer requests in a national database to ensure compliance. Validate ECPD profiles are accurately reflecting all detailed aspects of contracts submitted. Selected by management to process audits for specialized Enterprise Purchase Order Database (EPOD) team. Appointed by leadership to train peers on process enhancements. Chosen by supervisor to review and resolve escalations. Partnered with leadership team on special projects.
Call center Supervisor ICT Group, Inc.
October 2000-May 2004 Langhorne, PA
Supervised a diverse team of 40- 50 representatives within a call center environment. Managed employee statistics and productivity to ensure targets were achieved. Reviewed and resolved escalated customer concerns. Responsible for running weekly reports and providing analysis of trends to identify “down to root cause”. Maintained daily schedules, distributed payroll checks and quality monitoring. In addition, maintained and updated employee files.
Insurance Team Leader Cenlar Central Loan Administration November 1998-September 2000 Ewing, NJ
Liaison between various departments regarding investigations including:
Researched check payment in various computer systems. Handled request check payments to various homeowners’ insurance companies, and policy holders, in order to stop and /or reissue payments and copies of checks. Maintained and updated account information for insurance companies and policyholders. Created, organized, and maintained correspondences in reference to investigation of check payments.
Activities
I currently serve on the missionary board supporting the bereaved and those in need of care. I am currently a registered volunteer for the USO supporting the military and their families.
Education
Mercer County Community College, Trenton NJ 1995-1997
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