ALISHA MOORE

**** ******** *** *****, ************,Fl 32216

904-***-****

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

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