Alisha Meadows Rogers

**** ****** **** *****

Youngsville, NC 27596

919-***-****

adu7ud@r.postjobfree.com

Qualifications

~Multitude of administrative/customer service skills:

Strong organization, time management, accounting/office management, and multitasking skills.

Exhibit stellar customer service and co-worker interaction, producing positive relationships. Workplace diversity in my employment history is also a strong attribute of my portfolio, due to experience in various fields employing all cultures and backgrounds.

Experience employing various administrative office procedures/protocols as set by company SOPs; including HIPAA regulated structures.

Efficient with Microsoft Office; QuickBooks, SAP R/3, Quicken, and various other software platforms.

Experienced with a multitude of office equipment; basic equipment is also available for use currently in my home office, completely separate from main living quarters to ensure a totally distraction free virtual working experience. Work History

~September 2022-Present;

Health Solutions Customer Service Virtual Agent

Alight Solutions

Lincolnshire, IL (Virtual)

• Perform customer service agent role for company client (Mutual of Omaha; Medicare Part D enrollment) as a virtual inbound call agent; responsible for taking all calls during shift and maintaining performance requirements as tracked and monitored via company’s automated tracking system; following system protocols and requirements as trained, accessing multiple programs through system to complete all tasks as needed per inbound calls to provide assistance as needed to the customer; maintaining positive customer relations by addressing all types of product related concerns, including: taking orders, verifying information, tracking packages, and answering customer questions, taking payments, enrolling into automated payment service, issuing return requests, documenting product/service complaints and concerns into system notes when needed, while maintaining HIPAA compliance standards at all times.

• Mandatory training to complete daily work tasks was completed and certification granted for the computer knowledge, as you will be required to navigate through multiple systems and enter information using your keyboard including function keys while speaking with customers on the phone. Certification for completion of assessments regarding information on Medicare and other modules as required was granted prior to being released onto call center floor to take calls.

~October 2021-Present;

Work From Home Inbound Customer Service Representative; Rep Level 4 Colony Brands Inc.

Monroe, WI (Virtual)

• Perform customer service duties as a virtual inbound call agent .; responsible for taking all calls during shift and maintaining performance requirements as tracked and monitored via company’s automated tracking system; following system protocols and requirements as trained, accessing multiple programs through system to complete all tasks as needed per inbound calls to provide assistance as needed to the customer; maintaining positive customer relations by addressing all types of product related concerns, including: taking orders, verifying information, tracking packages, and answering customer questions, taking payments, enrolling into automated payment service, issuing return requests, documenting product/service complaints and concerns into system notes when needed.

• Mandatory training to complete daily work tasks was completed and certification granted for the computer knowledge as you will be required to navigate through multiple systems and enter information using your keyboard including function keys while speaking with customers on the phone.

• Responsible for monthly submissions of safety protocol certifications; maintaining other requirements per company protocols such as all required computer systems/device maintenance according to company specifications.

~October 2014-October 2021

Freelance Office Systems Coordinator

UK Unlimited, LLC

Youngsville, NC

• Performed an array of clerical and administrative duties as needed for subcontracting business as requested by the owner.

• Processed invoices for monthly billing through Quickbooks, organizing files for office systems, record retention, maintaining records for tax filings and submissions.

• Performed various clerical duties via mail distribution, fax, account reconciliation, etc.

~March 2014- October 2014:

Medical Data Collection Specialist

RTI International ~MEPS Project

Raleigh, NC

• Performed data entry tasks navigating an electronic case management system, via auto dialer as instructed in pre-floor training. Once connected to a client, a script was used to assist in delivering pertinent information, to maintain compliance and avoid error. As well as promoting time effectiveness to avoid delay for client and case management system schedules. • Identify the correct point of contact for each doctor, hospital, or medical provider over the phone as well as successfully gain his/her cooperation for study participation • Communicated the importance of the MEPS Project survey to providers. Encouraged their participation, detailing how their role was needed and valuable in order to obtain their data for the project.

• Sent and confirmed receipt of authorization forms to the provider before collecting data. • Conducted all data collection tasks according to approved protocols and training.

• Identified non cooperating clients, and communicated barriers to achieving goals with appropriate supervisor(s). Once instruction was received from the supervisor, contact would be reattempted and solution offered.

• Extracted relevant medical and financial information, performing data entry into MEPS database.

• Reviewed and processed a high volume of records efficiently and effectively.

• Established and maintained positive working relationships with supervisors and co-workers working in a team setting.

~September 2005 -July 2010:

Administrative Coordinator

Duke Human Vaccine Institute

Durham, NC

• Program Coordinator/Purchasing Agent for a total of 12 labs, 117 employees throughout the Human Vaccine Institute.

• Responsible for service & maintenance contracts, daily lab orders, capital/minor equipment orders, outside service agreements, etc. for 5 programmatic grants including CHAVI, GATES, SERCEB, etc., and 20 RO1/R21 grants.

• An electronic ordering system was implemented for the entire Institute with my involvement and greatly improved the systems and workflow of the department.

•Promoted in 2007 to "Administrative Coordinator", granting me supervision of the Procurement Division within the Business Office, and placement into a supervisor role for an Accounting Specialist to complete the daily Procurement tasks as delegated.

•First point of contact for all orders placed not only within the institute's 17 internal labs, but also coordinating with domestic/international collaborators operating under DHVI's grant funding for lab research/travel.

•Managed all procurement systems and procedures, supervised the accounting specialist in charge of

placing the daily orders in SAP R/3 thru purchase orders, by phone/internet via department procurement credit card.

•Managed and coordinated all service and maintenance contracts for the entire department's vast amount of lab/office equipment- maintaining electronic database record/shared calendar of service schedule, along with all relevant equipment identifying data for faculty/lab managers and business office.

•Managed and processed/renewed all standing PO orders required for 17 labs. Including standing orders for regularly required lab supplies as well as service/ maintenance required for equipment.

• Assisted in the business office hiring process of new staff, according to departmental/university procedures.

• First point of contact for all vendors soliciting the department for sales. Responsible for all contract negotiation, resulting in the department being awarded a

"government rate" saving our

budget half a million dollars or so in cost for a year's worth of shipping costs alone. Liaison for the department to obtain quotes for bulk items etc to save the department when possible.

• Manager responsible for the CHAVI/DHVI centralized international and domestic travel program; representative for DHVI/CHAVI domestic and international travel, through Ovation Travel in Los Angeles, Ca

• Assisted in various CHAVI grant deadline driven duties upon request; such as closeout for annual noncompete renewal, etc.

• Acted as ECRT (Effort Certification) Coordinator for the Administrative personnel across DHVI/CHAVI for Human Resources, as one of the first employees granted this certification at DHVI.

• 'WORKS' manager for 37 cardholders in division, overseeing the clearing and reconciliation of all corporate credit card transactions and coding to appropriate charge code on a daily/weekly basis, averaging 150+ transactions per week in the 'PARIS' electronic program implemented by Duke.

• Performed billing for shared resources for 4 DHVI Laboratory facilities, promoting revenue for the department

• Assisted in reconciliation of monthly statements for 204 DHVI grant accounts via the office accounting procedures.

• Reviewed reimbursement requests for travel or misc purchases within budget for entire division for approval/signature by Business Manager, to finalizing submission to Corporate Duke Employee Travel and Reimbursement/Accounts Payable

• First point of contact for all reimbursement issues, departmental procurement cards, Accounts Payable/Receivable, purchasing issues, etc. for division. Accounts payable representative for department, reporting to Corporate Duke Accounting when needed.

• First point of contact for most office needs. Including: Duke Copying services, procurement card, Dehaven's (moving company) requests for internal needs as well as relocation of incoming faculty to home/office when accepting employment with Duke from a previous destination.

~December 2004 - September 2005:

Staff Specialist

Duke University Medical Center, Department of Anesthesiology Durham, NC

• Proof/initiate reimbursement requests (in average 20-40 daily) for entire Department (15 Divisions) to submit first to Business Manager for approval, and then secondly to Employee Travel and Reimbursement. First point of contact for all reimbursement issues, Office of Information of Technology (Duke OIT) issues, Procurement Cards, Accounts Payable/Receivable, etc. for entire

department.

• Responsible for all backup copies of all requests sent to Corporate Accounts Payable/Private Diagnostic Clinic/Employee Travel and Reimbursement for payment.

• Responsible for all Cost Object filing record keeping of all codes for department, as well as personal files ;Maintenance of Departmental Faculty Development Account database in ACCESS, updating all expenses and/or credits as requests come through for payment/deposit for 115 faculty members.

• Responsible for reconciliation of 15 PARIS accounts, account holders who were without support staff; PARIS Administrator for department, responsible for updating workbook in Excel indicating all PARIS divisional administrators in department as well as cardholders, responsible for initiation of requesting Procurement Card for new cardholders/PARIS administrators.

• Reconciliation of OIT (Office of Information Technology)monthly statements for the entire department, ensuring that all cost objects/WBS elements are being correctly charged for pagers/cell phones/LDAC/office phones, etc.

• Request Pagers/Cell phones/ LDAC from OIT (office of info tech) for new employees, as well as making changes of cost centers, etc.

• Responsible for obtaining Purchase Orders for all departmental purchases; Department of 15 Divisions. This included small lab orders to large capital equipment orders.

• Responsible for submission of all Service Requests throughout the department.

• Acted as Department Key Administrator, responsible for orders submitted for replication of keys throughout the department as well as access cards.

• Responsible for journal vouchers/transfers between departmental accounts using SAP R/3. • Responsible for all printing/copying services needs.

• Corporate Express EWAY (office supply vendors online system) Administrator, responsible for obtaining EWAY access for all divisional support staff as requested, and initiated all office supply orders for the Business Office.

~July 2002-Dec 2004:

Administrative Secretary

Duke University Medical Center, Department of Anesthesiology Durham, NC

• Set up and maintain various office files

• Screen, sort, and distribute mail/faxes daily.

• Perform various accounting tasks for reimbursement of faculty/advance money requests for faculty.

• Kept the daily logs for record of the previous day OB patients.

• Daily submit all charge vouchers to the Business Office after reviewing for completion. • Transcribed letters and other related forms from rough draft, dictated notes, or voice recordings.

• Assisted with all departmental banquet and conference details and preparation.

• Backup for anesthesia consults of patients scheduling for faculty, and responsible for updating consultation records and files. Transcribed and sent Obstetric faculty letters from Anesthesiologists that consulted with their high risk patients

• Help faculty organize abstracts, graphs, tables, etc for manuscripts and grant submission

(including the use of the computer program Endnote)

• Maintain faculty calendars with schedules, appointment, and meetings

• Backup for changes/preparation of call schedule for faculty

• Routinely order office supplies as needed, and ensure maintenance of office equipment • Assisted supervisor with divisional accounts, and various billing as needed

• Assisted with medical student evaluations for faculty

• Keep all forms needed by faculty for patient records in supply

• Incoming faculty orientation: showing them around campus, getting supplies for the office, lab coat, keys, etc.

• Prepared urgent outgoing mail as needed for faculty

• Ensure that computers are working properly for faculty, making computer support requests, etc.

• Update bulletin board for updated information and upcoming events

• Performed faculty requested tasks such as:

•Routinely perform article searches for manuscripts

•Order medical records as needed

•Completed forms necessary for international faculty to apply for greencards, visas,etc. With the Duke International Office

•Reconcile Procurement Purchases using PARIS and WORKS for Scientific Faculty and Research Associates

•Maintain files for Faculty Development Accounts, and Procurement Card purchases

~February 2002-July 2002:

Pharmacy Technician

Winn-Dixie, Inc.

Wake Forest, NC

• Processed refill requests to customer's insurance companies through the pharmacy network • Filled new prescriptions and refill prescription in a timely manner

• Operated the register for customer check out

• Received daily order to stock with pharmacy inventory, accounting for each item with the appropriate invoice

• Served as the receptionist for the pharmacy taking all refill requests, and checked voicemail for customer requests and faxes from physicians

• Faxed refill requests to customer's physicians for approval

~Feb-July 2002:

Medical Collection Representative

Professional Recovery Consultants, Inc.

Durham, NC

• Informed debtors of account transfer to PRC, and therefore placement into collections status •All calls in pre scheduled queue were connected via automated computer dialer •Strictly mandated to follow the company directed script verbatim for all data entry retrieval, to relay information or ask for further information/payment arrangements

• Updated collection database with verified account details as provided rom the various hospitals/medical practices of which they originated; ensuring HIPAA compliance and identity/financial information protection and security

•According to cooperation with the account holder, payment arrangements were offered to be taken immediately or if needed by scheduling payments weekly, biweekly, or monthly etc, avoiding any call to end without some agreement for payment arrangements. •Negotiating with account holder terms to be paid in full as quickly as possible; finally closing collection case after completion of processed credit card payment electronically through system, via automatic draft/credit card payments/and confirmation received placed account into completion status once verified paid in full, and this case released from queue.

~1995- Feb 2002:

Clerical Secretary/Receptionist

Brown Brothers Plumbing & Heating, Inc.

Durham, NC

• Processed Credit/Debit Card Payments.

• Provided front line reception duties in an extremely busy office environment. • Operated 8 line switchboard, forwarding calls to appropriate parties and/or sent messages alphanumerically via computer and/or voicemail.

• Processed a large volume of mail in a timely manner.

• Processed invoices for Accounts Receivable billing for a branch of the service department. Assisted with Commercial billing as needed.

• Responsible for year-end close of accounting files and invoices in order to clear space for the following year.

• Filed approved invoices/accounts receivable billing for commercial billing system. Organized and maintained Accounts Payable filing system.

• Matched receiving copies to invoices sent from various warehouses, and distributed to the appropriate department and superintendent.

•Operated and maintained various forms of office equipment.

•Restocked and organized office supplies for the company.

•Assisted Service Department with various duties, including end of year inventory of service trucks records.

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Education

South Granville High School, High School Diploma, 2000 3.78 GPA

-North Carolina Scholar

-National Honor Society

-National Technical Honor Society

Courses taken at Vance Granville Community College:

*Access

*Access II

*Accounting 1

*Employment Law

*Business Law

*Marketing

Employer Training/Certifications

Alight Solutions;

*Health Solutions Customer Service Certification (40+ hours required with passing of assessment to move forward in call center) :

Adding new customers and qualifying leads; data entry as required for Licensed Agent to take call once transferred with adequate corresponding data to enroll customer into Part D Medicare for client (Mutual of Omaha). Colony Brands; SC Data Companies:

*Customer Service Rep 3 Certification:

Order entry; taking order payments; basic processing according to systems and procedures

*Customer Service Rep 4 Certification:

Payment Processing; Return Requests; Billing Discreprencies/Credits to Accounts Duke University Learning & Organization Development Training Courses taken:

*Administrative Assistant: Becoming the Good Right Arm

*Endnote

*Medical Terminology

*Introduction to Duke Accounting

*SAP r/3: Unrestricted Sponsored Projects

*SAP r/3: Reconciliation and Documents

*SAP r/3: Requisition Processing

*SAP r/3: University Reporting: Non-Restricted

*Duke Payments Made Through Accounts Payable

*Duke G/L Accounts

*Grants & Contracts 101

*Completed RAA- Duke Research Administrative Academy Certification

*PARIS WORKS (Duke Corporate Card reconciliation software)

*Introduction to Excel

*SPS (Duke Sponsored Program System)

*ECRT Training (Duke Effort Certification Tracking System)

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