LOLITA E. COBY

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

Lauderhill, FL 33313

404-***-****

Objective

To be part of a fast-paced, growth-orientated organization where I can utilize the knowledge and strong skills I have developed over the years as a customer service liaison. I would also like to expand those talents into customer service leadership, quality assurance, project development, technical support, and training.

Advocate Aurora Health Care – New Berlin, WI

11/2015 – present

Collections Representative II

• Part of the coordination team to move employees smoothly into remote work from home

• during the pandemic. Liaison with I.T. to facilitate this transition.

• Remote work experience with the ability to tackle my job responsibilities with little to

• no supervision

• In charge of specialized patient accounts in past due collection status prior to second tier placement with a collection agency or attorney referral.

• Responsible for large volume incoming and outgoing calls regarding patient account inquiries and disputes. Trouble shooting issues and working with customers on viable payment option plans while providing excellent customer service.

• Responsible for onboarding procedures and training of all new hires.

• Responsible for interactions with internal departments, third party

• agencies, vendors, and attorneys regarding bad debt collection activities.

• Responsible for collaborating with employers, insurance companies and government agencies to resolve disputes and maximize payments. Aurora Health Care- Milwaukee WI

Customer Care Representative

04/2014 – 11/2015

• Responsible for investigating and responding to billing inquiries from patients, insurance companies, physicians and other outside agencies.

• Responsible for upholding Aurora’s Mission, Vision and Values in every interaction to insure satisfactory results for all parties.

• Responsible for regulation updates and ensuring the team is kept up to date on all current billing laws, regulations and insurance company contract language.

• Managed large volume incoming and outgoing call center troubleshooting customer inquiries and complaints.

JC Penney Catalog Order Department

September 2017 to July 2018 – Part Time

Customer Service Representative

• Incoming calls/process orders

• Customer service resolutions

Southland Owners Association (Real Estate), Stone Mountain, GA 10/2010 – 09/2012

Administrative Assistant / Temporary Office Manager

• Provide support to management team which included, filing, records management, manning the phones and processing expense reports

• Managed HR-- View Paycheck, Update Direct Deposit, Update Federal Tax Information Update State Tax Information, View W-2 / W-2c Forms, Electronic W-2 Consent

• Coordinate work schedules for local police officers and pool guards

• Coordinate association meetings, charity food drives, and various social events

• Daily responsibilities included answering phones, greeting visitors and processing all incoming and outgoing mail.

Randstad US

12/2000 – 08/2010

Receptionist/Admin. Support/Customer Service & Data Entry

• Manning heavy volume phone traffic in a fast paced environment

• Coordinate meetings to facilitate development and Computer Training

• Preparation, presentation and distribution of Public Relations material

• Travel Arrangements for staff. Large volume data entry tasks. TECHNICAL SKILLS:

MS Word Epic Software System, MS Outlook, MS Excel E-Health EDUCATION:

• North Division High School – Milwaukee, WI

MENTORING:

• Working with woman going through cancer treatment

• Spiritual advocate and motivation speaker to the community

Contact this candidate