ALISHA MOORE
**** ******** *** *****, ************,Fl 32216
adtzcy@r.postjobfree.com
OBJECTIVE
Results driven billing professional with over 12 years of hands-on experience in account management, revenue generation and medical billing . Accomplished in developing strategies to improve workflows and processes, and actualizing procedures to enhance revenue generation. Demonstrated leadership skills guide teams towards success, optimize performance and sustain organizational success.
EXPERIENCE
ADT
04/2021-09/2022 Senior Specialist
Customer Care Reps will provide excellent service, nurture the customer relationship and act as a sales enabler to drive retention and customer loyalty
Track contract expirations to proactively approach existing customers for renewal and cross sell opportunities
Respond to customer queries and address service complaints in a timely manner
Responsible to retain and grow the service business by identifying potential solutions to the existing client base
Make necessary sales presentations to customers as required
Acquire and maintain sound knowledge of all product lines and services offered
Explain new products and benefits to existing customers
Partner with internal departments to communicate potential service issues and relay customer needs
Retain and submit cross sell and up-sell opportunities to our already well-established client base through a combination of in person meetings, phone calls, email, and direct marketing efforts
utilizing the SCORE Program
Collect and Analyze customer feedback and help develop new techniques to ensure customer retention
Communication skills – Reps should be strong written and verbal communicators, since they tend to speak with customers on the phone or in person
Field Customer Care Reps will need to quickly devise solutions to problems they are presented with and communicate them effectively
Organization skills – Organization is also key in this role, because Field Customer Care Reps must maintain detailed
records of interactions and update customer accounts to reflect changes
TD Bank
01/2021-03/2021 Temp Customer Representative (Short Assignment)
Displays positive and professional tone, exhibits empathy when required, and provides a Legendary Customer Experience
Takes ownership of customer concerns and resolves Customer issues at first point of contact
Ensures necessary due diligence is taken to support the timely and accurate completion of all customer transactions
Arrives on-time and log-in ready to receive/make customer calls as scheduled throughout the shift
Identifies and refers high value or potential customers to the appropriate personnel/team
Provides courteous, efficient, and professional customer service to ensure inquiries, problems, and issues are resolved promptly and effectively to retain their business
Engages customers / partners in service conversation to understand and meet their current and future products and service needs by providing them with information / guidance
Offers sound product knowledge as it relates to their respective business area
Ensures customer/partner problems are handled appropriately the first time, escalating issues when necessary
Completes a broad range of financial transactions (e.g., account balance, statement requests, balance transfers, dispute handling, and other transactions as necessary with accuracy and efficiency
May facilitate cross-sell opportunities and/or refer Customers/partners to internal Bank partners
Supports customer needs and determine solutions to customer problems, particularly as it relates to credit card and/or digital banking products and services
Supports the achievement of business objectives by supporting service goals
Understands, applies and adheres to all operating policies and procedures
Contributes to business objectives for operational excellence
Appropriately assesses risk when business decisions are made to minimize operating loss and escalates non-standard or high-risk transactions
Supports and participates in process improvement opportunities
Ensures necessary due diligence to support the accuracy of all Customer transactions / activities
Be knowledgeable of and comply with Bank Code of Conduct
Participates fully as a member of the team, promotes team effectiveness, and contributes to a positive, diverse and inclusive work environment
Supports the team by continuously developing knowledge in own area
Participates in personal performance management and ongoing development activities, including cross training as necessary
Keeps others informed and up-to-date about all relevant or useful information related to day-to-day activities
Acts as a brand champion for your business area/function and the bank, both internally and/or externally
Jay’s Towing
08/2018-10/2020 Dispatcher
Receive emergency and non-emergency calls and record significant information
Address problems and requests by transmitting information or providing solutions
Receive and dispatch orders for products or deliveries
Prioritize calls according to urgency and importance
Use radio, phone or computer to send crews, vehicles or other field units to appropriate locations
Monitor the route and status of field units to coordinate and prioritize their schedule
Provide field units with information about orders, traffic, obstacles and requirements
Enter data in computer system and maintain logs and records of calls, activities and other information
UHC
12/2009-12/2020 Claims Analysis
Handle property claims, limited in scope, based on claims guidelines.
Research, create, and maintain all reimbursement related information and data to ensure regulatory compliance.
Follow all policies and procedures established for the department.
Answer client/patient questions to ensure understanding and client/patient satisfaction, or refers them to more senior level staff.
Analyze and process claims in accordance with plan provisions.
Develop and maintain strong business relationships with internal and external customers.
Manage reserve adjustments and payments to avoid deficit payments.
Maintain compliance with claim routing and inventory control procedures.
Oversee advanced claim inquiries and assist claims staff with responding appropriately as needed.
Calculate monthly contractual allowances, post journal entries, and explain variances to budget and prior periods.
Document, track and resolve all plan providers' claims projects.
Adhere to all statutory and regulatory fair claims practices.
Assist in the maintenance of the guidelines for the processing of specialty accident and health insurance claims.
Dial America
07/2008-02/2009 Customer Representative
Answering customer requests or inquiries concerning services, products, billing, etc.
Delivering superior service identifying and resolving customers’ issues using problem-solving skills
Building a positive rapport across a variety of personality types
Continually maintaining a working knowledge of our clients’ products, services and promotions
Putting the customer first and remaining polite and professional at all times
Documenting all customer information, communications and sales in CRM system
EDUCATION
High School Diploma
Awarded:Academic Honors 06/2011
FSCJ
2018-2022 Continuing education Associate Degree