Renata Palmer

*** ********* ***, *** *

Newport News, VA 23602

804-***-****

adw673@r.postjobfree.com

Profile

Dedicated professional with more than 15 years

successful experience in office management and

customer service and support with recognized

strengths in account maintenance, proactive

procedures and systems to avoid problems. Possess

solid computer skills. Experienced in training,

motivating and supervising customer service

employees. A proven team player acknowledged as a

“Total Quality Customer Service Professional” as a Quality Assurance Specialist.

Education

Associate of applied science, business

administration

Aug 2011 - present • Virginia University of

Lynchburg

References

Available upon request.6

Experience

Office Manager • Caring Hearts and Hands • 10/20-Present Responsible for the day-to-day operations of all office duties and 60 plus personnel staff. Serve as Billing Specialist for Home Healthcare in charge of billing providers for personal, respite and long-term care. Provide expertise in all Medicaid programs. Verified insurance eligibility and copays. Responsible for intake coordination and staff scheduling. WPS Health Solutions Provider Certification Analyst Hampton, VA 3/20-10/20

Permanent worker assisted in maintenance of TRICARE Provider File online system, including determination of provider certification, eligibility and network status, and ensure accuracy for TRICARE National provider file shared by all TRICARE offices

Aerotek c/o WPS Health Solutions TPCU Hampton, VA 7/19-3/20 Temp worker assisted in maintenance of TRICARE Provider File online system, including determination of provider certification, eligibility and network status, and ensure accuracy for TRICARE National provider file shared by all TRICARE offices

Office Manager • Caring Hearts and Hands • 06/2016 –7/19 Responsible for the day-to-day operations of all office duties and 60 plus personnel staff. Serve as Billing Specialist for Home Healthcare in charge of billing providers for personal, respite and long-term care. Provide expertise in all Medicaid programs. Verified insurance eligibility and copays. Responsible for intake coordination and staff scheduling. CSR • Health Net Federal Services • 12/2013– 06/2016 Distributed work to representatives daily. Conducted trainings to improve knowledge of program and increase customer satisfaction. Provided floor support to assist peers with high level quality customer service. Executed supervisor escalations by diffusing the customer and providing a resolution. CSR Kelly Services 6/2013 –12/2013

Provided superior customer service through phone support by giving essential information to in-bound callers and inventoried it into respective data bases with accuracy. Provided floor support to peers in an efficient manner. Executed supervisor escalation calls bring resolution and customer de-escalation. Provide peer coaching for process improvement and efficiency.

Salon Receptionist- Styles By Rudy • 05/2010-6/2013 Organized and detail-oriented with extensive high school coursework in a business curriculum. Strong knowledge of common programs such as Microsoft Office, Google Calendar, Outlook, and Photoshop. Passion for customer service and interacting with the public

Quality Assurance Specialist• NCO Financial 11/2007 To 05/2010 Trained with agents on providing excellent customer service, providing feedback on all calls. Provided team leadership. Supported sales reps in opening new/upgrading existing services. Maintain quality control/satisfaction records. Constantly sought new ways to improve customer service.

Disputes Info specialist III• SunTrust Bank • 05/2005 To 11/2007 Answered multi-line phone system. Researched accounts to add delinquencies or remove claim from the top 3 credit bureaus within 30 business days. Competed all customer request via phone, email, fax, or mail.

Patient Account Rep• Rapp General Hospital • 11/2002 To 05/2005 Interviewed patients to be seen by emergency room doctors. Completed patient and client request. Contacted all technicians regarding customer complaints.

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