FELICIA R. FREEMAN

Indianapolis, IN ***** 317-***-**** aduryo@r.postjobfree.com

CUSTOMER SERVICE REPRESENTATIVE

Dependable, confident, and organize self-starting professional; with an unwavering commitment. Proven ability to build productive relationships: individually and as an effective team member that lead by example; consistent in delivering effective communication skills. Demonstrate ability to work well with diverse cultures.

KEY SKILLS

• Knowledge of Medicaid Regulations

• Exceptional Customer Service

• Prepare/File FHA, VA, PMI Claims

• Proficient Microsoft Office

• Active Listening

• Critical Thinking

• Knowledge of FHA

Mortgage Insurance

Products & Policies

PROFESSIONAL EXPERIENCE

Leidos; Indianapolis, IN 00/2020 – Present

Quality & Training Specialist

Promoted quality control by checking data entry issues to ensure accurate reporting and billing; review inquires for member eligibility status, review claims and benefits of member health plan.

• Conducts call monitors, audits, Reviews and tracks individual contact center performance by making recommendations for improvements, which include additional training of knowledge Base content, and process improvements.

• Assists the trainer in identifying and developing training material resulting from quality data analysis; conducts training as needed.

• Participates in calibration sessions and assists in completing new hire call certifications.

• Maintains updated knowledge of FHA Mortgage Insurance products and policies Leidos; Indianapolis, IN 02/03/2020 – Present

Customer Service Mortgage Specialist

Promoted quality control by checking data entry issues to ensure accurate reporting and billing; review inquires for member eligibility status, review claims and benefits of member health plan.

• Respond to inbound calls, emails, and case processing. Provide excellent customer service by providing complete and accurate response in a professional and efficient manner.

• Enter accurate and detailed information in a database, using a knowledge base and follow standard operating procedures to respond to requests, escalate requests that cannot be resolved to another department.

• Document all servicing system of action taken, delays, follow-up, and phone conversations/notes. Maintain updated knowledge of FHA servicing processes and procedures.

Aeoteck; Indianapolis, IN 06/24/2019 – 01/31/2020

Customer Service Mortgage Specialist

Promoted quality control by checking data entry issues to ensure accurate reporting and billing; review inquires for member eligibility status, review claims and benefits of member health plan.

• Respond to inbound calls, emails, and case processing. Provide excellent customer service by providing complete and accurate response in a professional and efficient manner.

• Enter accurate and detailed information in a database, using a knowledge base and follow standard operating procedures to respond to requests, escalate requests that cannot be resolved to another department.

• Document all servicing system of action taken, delays, follow-up, and phone conversations/notes. Maintain updated knowledge of FHA servicing processes and procedures.

Carrington Mortgage Services; Indianapolis, IN 06/2017 – 05/2019 Default FHA, FHLMC, VA, PMI Claims Specialist

Promoted quality control by checking data entry issues to ensure accurate reporting and billing; review inquires for member eligibility status, review claims and benefits of member health plan.

• Prepare and file all FHA, VA, PMI claims timely and accurately according to investor/ insurer guidelines and requirements.

• Keep team lead and supervisors informed of all trends and problems including, but not limited to claims denials/curtailments, FHA re-conveyance, offsets, delays in getting properties in conveyance condition, and title problems resulting in title denial.

• Document all servicing system of action taken, delays, follow-up, and phone conversations/notes.

Managed Health Services; Indianapolis, IN 06/2015 – 05/2017 Customer Service Representative

Promoted quality control by checking data entry issues to ensure accurate reporting and billing; review inquires for member eligibility status, review claims and benefits of member health plan.

• Educated and assist members with their medical health care plan.

• Refer unresolved customer grievances to designated departments for further investigation.

• Review claims to determine whether claim denial is within appropriate time frame. Coram CVS Specialty Infusion Services; Indianapolis, IN 12/2014 – 05/2015 Customer Service Refill Representative

Provide excellent customer service answering a multiple line phone: approximately 50-70 calls per day; investigate customer refill inquiries and contact physicians to process new refills, utilizing medical terminology.

• Answer telephone inquiries, referring callers to pharmacist when necessary.

• Accept customer inquiries for refill, gathering and processing necessary information.

• Process medical insurance claims and posting monthly billing. Kids-X-Clusive Child Care; Indianapolis, IN 01/2011 – 12/2014 Owner of License Child Care Center

Govern and complied with State regulations in regards to health and safety within the day care facility; administered parent teacher conferences on a bi-annual basis to track children progress.

• Monitor students’ progress and provide students and teachers with assistance in resolving any problems.

• Recruit, hire, train, and evaluate primary and supplemental staff and recommend personnel actions for programs and services.

• Set educational standards and goals and help establish policies, procedures, and programs to carry them out.

Community Health Network; Indianapolis, IN 1/2010 – 12/2011 Medical Records Chart Processor

Managed, reviewed and processed patient medical records, enter patient’s demographic information into company software, answered incoming and outgoing telephone calls.

• Medical Terminology knowledge

• Resolved escalated issues of customers through problem-solving and troubleshooting

• Facilitate weekly discharge reports and pulled down patients charts from medical floors

• Protected the customers privacy and security by adhering to HIPPA regulations Delta Dental; Greenwood, IN 9/2008 – 12/2010

Customer Service Specialist

Explained dental benefits to customers to encourage client satisfaction, negotiate with customers to establish payment arrangements on delinquent accounts.

• Answered incoming and outgoing telephone calls in a call center setting: average 60 calls per day.

• Contact customers to respond to inquiries or to notify them of claim investigation resolutions or any adjustments

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Wabash Medical Company; Indianapolis, IN 01/2004 – 12/2008 Patient Scheduler Administrator

Directed medical facility of front office, greeting customers upon arrival and routing calls to appropriate staff, managed and coordinated staff scheduled appointments based on availability.

• Maintain records pertaining to inventory, personnel, orders, supplies, or machine maintenance.

• Provide customer with guidance in handling difficult or complex inquiries or in resolving escalated complaints or disputes.

• Assist with customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. Banc One Mortgage Corporation; Fishers, IN 01/1993 – 01/2004 Loan Modification Specialist

Spearheaded customer financial gross household income and negotiated the best mortgage approval agreement; collaborated with the underwriter to ensure proper timely filing.

• Verify and examine information and accuracy of loan application and closing documents.

• Answer questions and advise customer regarding loans and transactions.

• Present loan and repayment schedules to customers. 1. Why are you looking for a new position? I am looking for a new position, because I always look to enhance my skills, grow and be diverse within my professional career. It gives me great pleaser to work with my peers, and be able to collaborate, understand and help make changes as I grow. I enjoy assisting others and take pride in being able to take my career to another level as well as being a great asset within the company. 2. Are you willing to commute or relocate to Indianapolis, IN? PLEASE NOTE THERE IS NO RELOCATION ASSISTANCE. N/A

3. What is your desired salary or salary range? Open 4. This position requires the ability to obtain a US Government Security Clearance

(Requires US Citizenship). Do you meet this requirement? Yes 5. Required Skills – Please put YES or NO below, as well as provide a brief description and years of experience if all possible in addition to “yes” or “no” answers.

- 3 years of mortgage origination and/or servicing experience with at least 2 years of college, or 5 years of mortgage origination and/or servicing experience with a High School diploma

Yes: 7+ years of mortgage servicing experience with High School diploma with customer service call center experience.

- Two years of quality assurance or quality control experience in a contact center, the mortgage industry, or similar environment

Yes: 5+ years of quality assurance experience call center environment working as a group as well as one on one peer collaboration.

- Must be able to obtain a Public Trust security clearance, which includes a credit check and background investigation

Yes I am able to obtain a Public Trust security clearance.

- Position requires a flexible work schedule

Yes, I am able to work a flexible work schedule.

- Experience creating/conducting training, and/or performing quality audits Yes, I am confident I can conduct training and perform quality audits.

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