Melody Kirkman

adyrrg@r.postjobfree.com * 708-***-**** * Chicago, IL 60160

PROFESSIONAL SUMMARY

Diligent and personable customer service representative with outstanding communication skills and problem-solving skills geared toward serving customers. Capable of handling multiple tasks in a fast-paced environment. Able to keep customers happy and smiling while resolving their issues in the shortest time possible. Management experience in training, scheduling, as well as leading, motivating, and developing the team.

CORE COMPETENCIES

• Maintain Cost Efficiency

• Detailed and Organized

• Data Entry Input

• Prioritize Time Management

• Relationship building

• Product pricing

PROFESSIONAL EXPERIENCE

AIM SPECIALTY HEALTH WESTCHESTER, IL

Referral Specialist 2 Sept 2018 – Sept 2022

• Assisted in monitoring utilization of medical services to assure cost-effective use of medical resources through processing prior authorizations.

• Initiated authorization requests for outpatient and inpatient services in accordance with the prior authorization list. Routed to appropriate staff when needed.

• Aided doctors and nurses with approval of clinical exams, PINNACLE TECHNOLOGIES ADDISON, IL

Credit Associate Aug 2017 - April 2018

• Investigated issues related to non-payment of outstanding invoices and initiate the required action for payment resolution.

• Contacted customers regarding overdue invoices to determine reason for non-payment and seek promise to pay.

• Identified and resolved administrative problems for payment misapplications by coordinating reports, analyzing date, and identifying solutions.

• Conferred with customers by telephone to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts.

• Processed all credit applications for new customers that would like to establish credit. KFORCE NAPERVILLE, IL

Banker Loan Collector Jan 2016 to Jan 2017

• Executed adequate and timely collection and instigate recovery activities in order to minimize risk costs and optimize returns.

• Investigated payment arrears in the portfolio and code debtor appropriately to determine following collection process steps.

• Communicated with debtors by telephone and in writing to manage debtors and arrears process.

• Identified quality adjustment requests, completed documentation packages, and utilized company underwriting guidelines to approve or reject the request.

• Record debtor and arrears history to ensure a complete file as a sound basis for decision making during collection/recovery. CLARITY PARTNER CHICAGO, IL

Billing Specialist Feb 2014 - Dec 2015

• Determined and resolved utility payment problems and mis-readings; research, recalculate and adjust incorrect bills.

• Accepted on-and-off orders for utility service by telephone, analyzed customer records to apply appropriate utility rates.

• Established deposit amounts from written guidelines for new utility users and authorized deposit refunds.

• Researched requests, problems, and complaints and initiated appropriate action; generated work orders to resolve service issue.

• Performed data entry functions by keying data into computer system; entered, retrieved, reviewed, or modified data in computer database; verified accuracy of entered data and made corrections. PAMPERED CHEF CHICAGO, IL

Customer Service Representative Sept 2013 - Feb 2014

• Effectively managed a high-volume of inbound and outbound customer calls.

• Addressed and resolved customer product complaints empathetically and professionally.

• Gathered and verified all required customer information for tracking purposes.

• Accurately documented, researched, and resolved customer service issues.

• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. HSBC/CAPITAL ONE ELMHURST, IL

Customer Service Specialist Oct 2008 - Aug 2013

• Serviced inbound customer calls to proactively resolve customer issues as well as retain and expand customer relationships by cross-selling financial products and services as appropriate.

• Completed assigned tasks within established timeframes and regular assignments without reminders or additional requests.

• Utilized personal computer, including pertinent mainframe systems and software packages, in the completion of assigned tasks.

• Adhered strictly to compliance and operational risk controls in accordance with Company and regulatory standards, policies and practices.

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