TIESHA EDWARDS

****B Furnace Avenue, Elkridge, MD 21075

240-***-**** · adxmda@r.postjobfree.com

Highly motivated and experienced associate seeking permanent position that will utilize my leadership, customer service and outreach skills. EXPERIENCE

APRIL 2021 - PRESENT

Field Support Assistant, BGE (Baltimore, Md)

Processed new/ existing work orders to establish gas and electric service for residential and commercial properties. Verified ticket information necessary to enter and set up for installation of gas and electric meters. Performed data entry of said information in the amount of 40+ orders per day. Handled processing of " stat" reports to confirm accuracy and completion. Assisted with review of quality report. SEPTEMBER 2018 – JANUARY 2021

CUSTOMER SERVICE ADVISOR, WASHINGTON SUBURBAN SANITARY COMMISSION (WSSC - LAUREL, MD Answered inbound calls in a call center environment from WSSC account holders regarding their water bills and responded to inquiries and/or questions regarding customer accounts. Reviewed and analyzed residential and commercial property accounts for accuracy and verification. Handled billing inquiries and responded to questions and/or complaints. Interact with customer to process credit and check payments, remove penalties, calculate usage, average daily consumption and charges. Grant bill extensions and process turn on / turn offs for nonpayment. Identify eligibility and perform calculations to determine if an adjustment is warranted. Troubleshoot issues regarding payment verification and I Care resets. Engage with customers to identify issues such as leaks and make referrals when necessary for customer assistance programs.

NOVEMBER 2016 – JANUARY 2017

FILE CLERK, SYSTEMS ENGINEERING SOLUTIONS, JESSUP, MD (AGENCY: ANCHOR TECHNICAL SERVICES) Utilized barcode scanning system, document management systems and Citrix virtual desktop application. Generated file tracking materials and shipping manifests and performed data entry. Reconciled database records and quality assurance and floor file management. Worked under “Public Trust” clearance. MARCH 2013 – JULY 2015

ELIGIBILITY SPECIALIST/CUSTOMER SERVICE, PRINCE GEORGE’S COUNTY HEALTH DEPARTMENT, MCHIP PROGRAM, LANDOVER, MD

Processed new/renewal applications for medical assistance by reviewing documentation for accuracy and consistency. Interviewed customers from diverse backgrounds and temperaments using a variety of standard and interaction techniques to determine eligibility for medical assistance and MCHP program. Provided customer service at Regional Access Center for walk-in clients and answered phone calls in response to Medicaid denials or verification. Answered questions and assisted with enrollment and online applications with the Maryland Health Exchange. Verified coverage and determined eligibility, received documentation for verification and uploaded said documents. Assisted with referral information for PAC and Medicare coverage. Interacted with 95 % Spanish population.

AUGUST 2011 – MARCH 2013

CALL CENTER REPRESENTATIVE, PRINCE GEORGE’S COUNTY OFFICE OF COMMUNITY RELATIONS, 311 CALL CENTER, UPPER MARLBORO, MD

Received and responded to high volume of incoming calls from county residents seeking services and referrals provided by the 311 Call Center. Handled a variety of calls ranging from general County Department questions, complaints and unresolved issues. Identified nature of calls and responded accordingly to residents’ concerns and/or requests. Provided callers with appropriate information and referrals to service agencies. Obtained pertinent information from callers for entry into the Service Request system. Referred emergency calls to 911. Processed housing and environmental issues and complaints and forwarded to governing agencies.

AUGUST 2006 – JULY 2011

SUPERVISORY CLERK, PRINCE GEORGE’S COUNTY HEALTH DEPARTMENT-MATERNAL CHILD AND HEALTH DIVISION, CHEVERLY, MD

Oversee operations of the fiscal department and clinic for two health department sites. Performed payment processing, collections and close out of nightly deposits and transactions. Screen and assisted in interviewing new employees and provide guidance and support and problem solve subordinate staff. Collect, sign and submit time cards and leave request. Submit monthly reports on clinic functions. Oversee six to 14 employees and oversee Business Office functions. Also provided support and assisted with answering calls, setting appointments.

EDUCATION

MARCH 2018

CERTIFICATE, COLDWELL BANKER SCHOOL OF REAL ESTATE, COLUMBIA, MD 60 Hour Real Estate License Course Certificate

1992 - 1993

PIERCE JUNIOR COLLEGE, PHILADELPHIA, PA

Paralegal Studies

SKILLS

● Accounts Payable and Payroll Processes

● Use of 10-key adding machine/credit card machine

● Supervisory experience

● Word Perfect, Microsoft Word, Excel, Power Point

● Grant Writing and Management

● Healthcare – Insurance claims and benefits

● Medicare and Medicaid

● Medical Terminology

● Medical Record Reviewing and Auditing

● ICD-9 &10 and CPT coding

2

Prior Experience:

Washington Hospital Center ( Mayo Research Foundation) Washington. DC Registration Representative / Lab Assistant 2002-2005 Progressive Casualty Insurance Company, Washington DC. Claims Adjuster Claims Department Call Center, 2001 - 2002

Dental Benefit Provider Inc, Bethesda, Md. 2000- 2001 ACHIEVEMENTS

Certificate, Grant Proposal Writing

Certificate, Grants Management

Certificate, Business Writing for Professionals

Certificate, Maryland Health Benefit Exchange Training 3

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