Amazon Prime Customer Service

MONICA SPENCER

*** ******* *** ***********, ** **137 · 972-***-****

***************@*****.***

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EXPERIENCE

JAN 2022 – MARCH 2022

BPO OPERATION ASSOCIATE, NTT

COLLECTING AND ANALYZING BASIC IDENTITY INFORMATION FOLLOWING STANDARD KNOW YOUR CUSTOMER (KYC) PROCEDURES FROM APPROVED INTERNAL AND EXTERNAL DATA SOURCES.

MANAGING WORK QUEUES ACROSS PROCESSES AND PRIORITIZING TO MINIMIZE OPERATIONAL IMPACT

WORKING KNOWLEDGE OF AML/FINANCIAL CRIME RED FLAGS, RISKS, INVESTIGATION PROCESSES AND REPORTING REQUIREMENTS

PROFICIENCY WORKING ALERTS/CASES IN CASE MANAGEMENT SYSTEMS AND UTILIZING VENDOR-BASED RESEARCH SYSTEMS

ABILITY TO LEARN INTERNAL CLIENT SYSTEMS AND PROCEDURES

MAY 2022 – JULY 2022

ACCOUNTS RECEIVABLE, CHANGE HEALTHCARE

PREPARES, REVIEWS, AND MAILS MONTHLY CUSTOMER INVOICES, STATEMENTS; AND MAKES COLLECTION CALLS.

RECONCILES INVOICES AND OUTSTANDING BALANCES IN THIRD PARTY CUSTOMER PORTALS.

TROUBLESHOOTS AND KEEPS TRACK OF OUTSTANDING PAYMENT ISSUES AND GENERATES WEEKLY AGING REPORTS.

APPLIES PAYMENTS AND CONDUCTS ACCOUNT RESEARCH, ANALYSIS, AND PROBLEM RESOLUTION OF THE COMPANY'S OUTSTANDING ACCOUNTS AND THE APPLICATION OF PAYMENTS.

VERIFIES VALIDITY OF ACCOUNT DISCREPANCIES BY OBTAINING AND INVESTIGATING INFORMATION FROM SALES, TRADE PROMOTIONS, CUSTOMER SERVICE DEPARTMENTS, AND INTERACTING WITH CUSTOMERS.

ENTERS VALID OR AUTHORIZED DEDUCTIONS/CREDITS TO CUSTOMER ACCOUNTS.

RESOLVES CUSTOMER ACCOUNTS BY EXAMINING PAYMENT PLANS AND PAYMENT HISTORY TO DETERMINE IF COLLECTION LETTERS NEED TO BE SENT OUT ON DELINQUENT ACCOUNTS.

RESEARCHES AND NEGOTIATES CHARGEBACK CLAIMS.

WILL AUDIT LEDGERS TO ENSURE THEY CONTAIN CORRECT INFORMATION.

HANDLE SENSITIVE INFORMATION IN A CONFIDENTIAL MANNER

PROVIDE SUPPORT FOR INTERNAL AND EXTERNAL AUDITS

MAR 2021 – OCT 2021

CUSTOMER SERVICE REPRESENTIVE, Accenture

Provided variety of complex customer service by providing residents of Kansas information on their unemployment benefits, claims, health insurance, retirement and annuity.

Responsible for thoroughly documenting all contacts and conversations with Kansas residents and follow-up with them if needed.

Gained proficiency in various administration & automated workflow systems.

Worked with additional departments to solve customer requests to minimize escalations.

Consistently met/exceeded the set quality & productivity metrics.

Functioned within a team based environment & actively participated in achieving team goals.

FEB 2016 – JAN 2020

MEDICAL BILLING SPECIALIST, Inogen Inc

Responsible for claims research, denials & submitting appeal packages with the highest level of accuracy.

Detail-oriented of collecting delinquent accounts by establishing payment arrangements with members insurance companies.

Focus of tracking & monitoring collections, appeals processes & follow-up claims.

Established confidentially of trust of protecting members personal medical information.

Responsible for generating payment reports using Excel along with assigned practice management systems.

Multi-task with various systems including CRM, FastTrack, Endeavor, MVP & PayPal along with the Call on Demand phone system

Maintained highest level of work operations by following policies & procedures with the reporting of compliance issues.

EDUCATION

DECEMBER 2011

MEDICAL ASSISTANT, Sanford Brown college

CPR certified, EKG testing

MAY 1999

DIPLOMA, Wilmer-hutchins high school

Basic Education, ROTC member, Track team

SKILLS

EKG testing

Certified CPR

Knowledge of HIPPA laws

Microsoft Office knowledge

Telephone skills

ACTIVITIES

Spending time with kids, cooking (making new dishes), reading, watching movies (Netflix, Amazon Prime, Hulu)

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