Data Entry Customer Service
Resume:
Shawnta Vaughn
Manager, Office of Student Accounts & IT Help Desk Specialist (Remote)
Louisville, KY 40259
********@*****.***
To obtain a professional position within a growth oriented and progressive workplace, in which I can enhance my professional skills, apply my experience and knowledge where it will make a significant impact within this agency and/or organiization, as well as in the community. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Manager, Office of Student Accounts (Remote)
Simmons College of Kentucky - Louisville, KY
April 2021 to May 2022
Specializes in tracking and monitoring student accounts receivable, oversee and implement student billing procedures, engages with students in monitoring and being responsible for their bills, work students and families to set up and payment plans and monitor status, provides customer service to both internal and external constituencies, monitor student accounts and place holds when necessary, reviews the reconciliation of student accounts, ensures student and third-party accounts are balanced, prepares and distributes financial reports utilizing various financial systems, spreadsheets and databases, utilizes spreadsheet and database software to analyze and interpret student accounts and other account information, provide quality customer service and assures compliance with federal, state and university regulations, policies and procedures related to student accounts, recommends updates to Student Accounts Policies and Procedures Manual, assist students and families with financial literacy and navigating the process of financing, work closely with the Office of Finance, Financial Aid Office, and scholarship committee to ensure that student financial aid payments and outside scholarships are applied in the proper order to student accounts in compliance with institutional policies and federal regulations, reviews as needed student refunds and contacts, completes credit balance evaluations of accounts and prepares required documentation for processing of refunds, work closely with success coaches, athletic coaches, and advisors in helping students to resolve accounts that are on financial hold, provide assistance to students and staff in accessing digital platforms and technology, creates electronic files for departmental use to increase efficiency and investigates new ways of completing work more effectively, maintain confidentiality of sensitive information, and periodically assists Registrar as needed with data entry and work flow management.
IT Help Desk Specialist (Remote)
Simmons College of Kentucky - Louisville, KY
November 2020 to May 2022
First point of contact for students and employees requiring technical assistance in accessing the appropriate Simmons electronic platforms. Responds, evaluate, and prioritizes requests for technical assistance made by phone, email, in person, remote, chat and/or the Help Desk ticket management system. Performs first level hardware and/or software support, computer configuration, setup, maintenance, troubleshooting and diagnose of computer problems. Assist with computer navigation, basic computer skills and system(s) training on the learning management system(s), learning all electronic platforms of the college, assisting with the building and implementation of new data systems, data import/export, data setup, and obtaining the working knowledge of all college services and resources to further assist beyond the computer need. Providing excellent interpersonal and communication skills, ability to multi-task by moving within and among different departments and program areas, providing clear documentation of services performed, and the ability to assist with data management and input functions. Analyze, develop and track detailed reporting to measure the effectiveness of the help desk services, and provide solutions for improving service efficiency. Maintain confidentiality of sensitive information.
Management Information Systems Assistant
Simmons College of Kentucky - Louisville, KY
July 2018 to October 2020
Ensure the accuracy and uniformity of data entries, analyze and document workflow and information flow, perform clerical tasks as needed, basic utilization of office equipment, scanning documents, focusing on some single tasks for long periods; enters, standardizes and updates data in a variety of tables and forms, uses various databases to store and manage data, generate reports, ensures forms and tables are correct and complete, contacts individuals to clarify incomplete or unclear information, cross-reference reports, processes, procedures, and regulations; complies and organizes student data, maintains confidentiality of sensitive information, responds to internal requests for data or documents, and works with staff to record and analyze the order of tasks and flow of information within and among offices, and assisted with audit compliance.
Claims Specialist
Humana - Louisville, KY
March 2015 to April 2017
(1 yr Remote) Analyzing and investigating information pertaining to insurance claims, researching, documenting, evaluating, and settling claims transactions by processing claims, making recommendations, and evaluating coverage regarding appropriate payments to insured parties, and addresses claims on behalf of Humana, and authorizes the payment of benefits. Supporting the Grievance and Appeal(G&A) department from February 1, 2016 through June 30, 2016 by assisting in closing past due cases, processing claims, case coding, by reviewing, interpreting, researching and resolving provider and member concerns.
Agent Investigation Unit (AIU) Bailout
Humana - Louisville, KY
January 2015 to March 2015
Responsible for fully investigating all assigned sales allegation, by validating the allegation, researching Humana systems, including applicable available call recordings, coverage of specific medications/ doctors, system or marketing material errors which may have caused an issue, requesting statements from sales agent, and reviewing all evidence obtained, in order to reach an determination. Enrollment Specialist/LTE
Humana - Louisville, KY
September 2014 to January 2015
Process includes researching, reviewing and resolving Medicare pend applications, ensuring members qualify and enrollments are complete, contacting members for additional information when necessary, using attention to detail to ensure accuracy while meeting strict timeliness guidelines. Medicaid Clerk II
Aerotek Staffing/Anthem - Louisville, KY
April 2014 to July 2014
Data entry of Medicaid members Health Risk Assessments, maintaining confidentiality of the members information, inbound and outbound calls, case specialist training for outpatient/inpatient authorizations and any other duties as assigned.
RA/PA Specialist
Aerotek Staffing/Rx Crossroads - Louisville, KY
February 2014 to March 2014
Working on client cases for specialty prescriptions, to obtain and maintain authorizations, coordinating with specialty pharmacies and physicians to ensure all information is in place, and ensuring proper shipment of necessary prescription medication.
Contractor
Aerotek Staffing/Humana - Louisville, KY
August 2013 to January 2014
Responsible for providing internal and external customer service within a call center, while educating and problem solving issues regarding insurance, with agents for certification and contracting. Volunteer
Family Scholar House - Louisville, KY
May 2013 to August 2013
Conducting intakes on clients, direct contact with clients/participants, inbound and outbound calling, updating client information, scheduling appointments, providing support to clients when needed, assessments, outreach activities, and any other task needing to be completed. Practicum Intern
Family Scholar House - Louisville, KY
March 2013 to May 2013
208 Hours
Conducting intakes on clients, direct contact with clients/participants, inbound and outbound calling, updating client information, scheduling appointments, providing support to clients when needed, assessments, outreach activities, and any other task needing to be completed. Pretrial Officer I
Bullitt County Pretrial Services - Shepherdsville, KY November 2009 to February 2013
Interviewed defendants in the jail within 24 hours of incarceration, conducted criminal history checks, verified defendant's background information, complete required assessments, prepared pretrial summary bond reports, make recommendations to the courts and judges on defendant's risk level, enter data into PRIM/computer program, supervise and monitor compliance with conditions of contract, keep statistics of the preparation of monthly reports, submit detailed written reports to the appropriate entities, appear in court as needed, prepare affidavits of indigency for the courts, and other duties as assigned. Practicum Intern
Bullitt County Pretrial Services - Louisville, KY
2011 to 2011
242 Hours
Case management with individuals and groups, prepare intake and treatment records and reports, little shadowing, help recruit volunteer to help out at the shelter, and any other duties assigned. Practicum Intern
The Adanta Group - Campbellsville, KY
September 2009 to June 2010
450 Hours
Shadowed and assisted the supervisor, case managers, doctors/psychologist and therapist's within this community based behavioral healthcare agency, working within area school systems, jail, and out in the field going to clients residents, learning the process of assessments, intakes for adults, children and families within individual or group settings, and handling confidential information. Internship
Campbellsville, KY
September 2008 to November 2008
Assisted Pretrial Officer in conducting interviews, preparation of bond reports, and gained supervision experience working in and out of surrounding county courtrooms, jails, and offices. Other prior job titles: Deputy/Correctional Officer, Assistant, Pharmacy Tech (Assistant), Customer Care Associate, Secretary, and Interviewer
Internship
Probation and Parole Office - Campbellsville, KY
June 2008 to August 2008
Shadowed and assisted the supervisor and Probation and Parole officers within the agency, learning to conduct interviews, PSI reports, and supervising clients making sure they stay in compliance with court ordered conditions.
Education
Master of Social Work in Social Work
Campbellsville University - Campbellsville, KY
2009 to 2013
Bachelor in Criminal Justice Administration
Campbellsville University - Campbellsville, KY
2004 to 2008
Elizabethtown Community College - Elizabethtown, KY 2003
Campbellsville Local Youth Networking Center - Campbellsville, KY May 2002
Kentucky Medicaid Nurse Aide State Registry
Skills
• Law Enforcement
• Social Work
• Pharmacy Technician Experience
• Case management
• Leadership
• Microsoft Office
• Microsoft Powerpoint
• Project management
• Sales
• Supervising experience
• Human resources
• Administrative experience
• Windows
• Help Desk
• Databases
• Technical Support
• System Administration
• Communication skills
• Outbound sales
• Analysis skills
• Patient monitoring
• Operating Systems
• Computer Networking
• Software Troubleshooting
• Network Support
• Account Analysis
Assessments
Attention to detail — Highly Proficient
January 2021
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Highly Proficient
Supervisory skills: Interpersonal skills — Highly Proficient January 2021
Fostering a collaborative environment and conducting difficult conversations Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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