Lakendra Davis

Laveen, AZ

adz7ki@r.postjobfree.com

+1-619-***-****

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Relationship Manager

Infosys - Phoenix, AZ

February 2022 to August 2023

• Build and improve relationships with customers, key suppliers and partners.

• Review company practices to ensure clients get maximum satisfaction from their purchases.

• Identify potential opportunities and inform the sales team to follow up.

• Educate and inform clients about the company’s products, services and special offers.

• Attend to client complaints and resolve issues promptly.

• Conduct customer satisfaction surveys and recommend ways of improving client satisfaction.

• Work with internal departments to ensure company meets clients’ expectations.

• Oversee customer relationship management system. HR Generalist / leave specialist

Cornet - Phoenix, AZ

February 2020 to February 2022

The first initial point of contact phone support for individuals with questions regarding LOA claims

• Handle customer absence claims end to end and contact customers to inform them of resolution, when appropriate over the phone

• oversee and administer leave requests and accommodations requiring specialized attention, particularly those arising under the Family and Medical Leave Act (FMLA), the Americans with Disabilities Act (ADA), state and local leave laws, and short-term or long-term disability plans.

• Assess new claims and make accurate classifications about the type of absence required over the phone

• Contact employees as needed and keep them updated on the status of their claim

• Ensure all tasks and decisions are rendered within SLA

• Navigate ambiguous claim requests and apply good judgement about how to apply policy and regulations to the case in question

• Escalate gaps in resources as appropriate

• Quickly escalate high-impact/large-scale issues to CRC leadership

• Administer I-9 and e Verify to include compliance reporting, research, and communications.

• Granting access for I-9 delegates and providing guidance and troubleshooting.

• Manages e Verify expiring receipts and documents and DHS/SSA cases.

• Provides 1 st level support for background escalations and decides case disposition in accordance with established multi-country policies and procedures. Collaborates with Staffing Coordination Manager if additional escalation is required.

• Fulfill ADP subpoenas.

• Facilitate RM errors by coordination with e Prov, HRC, and the C3 team on troubleshooting and resolving cases not moving into ev5 parking.

• Posting and removing posts of international jobs on the Immigration ADP portal site.

• Perform quality audits on Staffing Coordinators to ensure they are practicing consistent background operations internationally by adhering to each country’s specific policies, procedures, and restrictions, while utilizing multiple global applicant tracking systems (ATS) and third party vendors.

• Coach Staffing Coordinators on best practices to improve performance and streamline operations for timely and accurate pre-employment onboarding.

• Communication link between the front-line and management. Uses appropriate judgment in upward communication regarding department or associate concerns.

• Assist the manager with daily operations to include supporting the implementation of new processes, training, and system navigational support.

• Provides continual evaluation of global background processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

• Administer daily, weekly and monthly reports to manage turnaround time, volumes, and case management.

• Access to high level HRIS systems to provide confidential data needed to complete background check on contingent workers, internal associates, and ADP Rehires.

• Research and resolve data applicant tracking errors from onboarding process (serve as back-up)

• Utilize thorough knowledge of international HR technology, policies and procedures, along with Federal laws and global statues to ensure compliance with applicable laws governing hiring practices.

• Maintain candidate confidentiality in adherence to the Fair Credit Reporting Act (FCRA) and in accordance with ADP policies and Federal law.

• Work together with colleagues from other departments to improve efficiency and overall service delivery.

• Provide guidance to the Staffing Coordinators to make certain they adhere to state and country specific regulations in regard to inquiring about candidate criminal charges.

• Meet or exceed established operational SLA’s and perform other related duties, as assigned.

• Lead and/or assist with projects, as assigned.

responsible for helping to guide employees through human resources procedures and answer questions about the company’s organization's policies, administering benefits, process payroll, and handle associated questions or problems. I was also responsible for Educating employees on leave processes and procedures; ensures compliance with all State and Federal laws as it relates to FMLA, ADA, and Temporary Disability

Senior Customer Service Representative II

Insight Global

August 2019 to February 2020

interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed.

• Reference current materials to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters

• Provide assistance to members and/or providers regarding website registration and navigation

• Educate members and/or providers on health plan initiatives Provide first call resolution working with appropriate internal/external resources, and ensure closure of all inquiries

• Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application

• Process written customer correspondence and provide the appropriate level of follow-up in a timely manner

• Research and identify processing inaccuracies in claim payments and route to the appropriate team for claim adjustment

• Identify trends related to member and/or provider inquiries that may lead to policy or process improvements that support excellent customer service and impact quality and performance standards Remote senior Customer Care Specialist

Sharp healthcare

June 2016 to August 2019

Answer Inbound service calls from prospective and current members who qualify for sharp health plan with inquiries related to, but not limited to, sharp enrollment process, eligibility status/issues, benefit levels, requests for member materials, prescription coverage, and prescription benefit, assist with billing issues audit accounts.

• Provide objective information pertaining to coverage

• Ensure proactive customer service with the highest degree of courtesy and telephone etiquette

• Following up on calls in a timely matter

• Complies with Medicare guidelines

Lead Appointment scheduler/ referral specialist/ call center representative/ Front Desk

Vitalogy Skincare - Austin, TX

August 2015 to September 2016

Responsibilities

Review referral

Set patient appointments

Verify insurance & authorizations

Answer multiple calls

Knowledge of HMO's PPO's Medicare, Medicare supplements, Medicaid, as well as exchange plans Skills Used

Able to multi-task

Able to communicate effectively

Med Tech Supervisor

Fairway vista - Round Rock, TX

June 2015 to June 2016

Supervise night shift staff

Administer medication to residents

Document all medications. Given, took and received by residents responsible for carrying out the ADL services to residents in accordance with their service plan including providing medication management services and personal care for residents. Under the direction of the Health

Services Director may be asked to communicating with medical professionals and families about the needs of

Lead Medical Record Reviewer

Nightingale Home Healthcare - San Diego, CA

January 2014 to June 2015

Responsibilities

Reviewing assigned clinicians

Following up with clinician,

(SOC) and delayed notation

Following up with secondary clinicians

Reviewing patient medications

Reviewing medical records

Reviewing visit frequency, interventions

And goals

Making sure clinicians go out within first

48 hours of care

Making sure delay notes are on time

Tasking clinicians on corrections

Taking Inbound and outbound calls

From and to clinicians

MD orders etc.

Skills Used

Able to communicate effectively

Able to play close attention to detail

DSS/ house manager

DSC inc - San Diego, CA

July 2013 to June 2015

Assist with ADL's

Monitoring behavior

Documenting daily behaviors

Medication pass and documentation

Transporting to programs as well as appointments

Daily activity planning

Meeting all consumers needs

Caregiver

Harbor view chateau - San Diego, CA

October 2012 to November 2014

Entertaining residents with activities, Assisting with ADL's toileting, transferring, showering, feeding, and entertaining residents, food perpetration serving, dietary aid, and washing Lenin all residents Lenin Teachers Aid

Omega Learning Center

March 2012 to October 2012

Maintaining a clean facility at all times, supervising children, lesson planning Education

Bachelor's in Business Administration

San Diego State University

September 2012 to June 2016

Diploma in General education

Morse High School - San Diego, CA

September 2008 to June 2012

Skills

• Customer Service

• Call Center

• Medicaid

• Customer Care

• Customer Support

• Medicare

• Data Entry

• Claims review

• Leadership Experience

• Supervising Experience

• Typing (10+ years)

• Customer Relationship Management

• Dietary Aide Experience

• CRM Software

• Relationship Management

• Salesforce

• Business Development

• Recruiting

• Cold Calling

• Phone Etiquette

• Insurance Verification

• Human Resources

• Office Management

• Event Planning

• Commercial Cleaning

• Account Management

• Payroll

• Project Management

• Employee Orientation

• Conflict management

• ADP

• Human resources management

• Employment & labor law

• Negotiation

• Databases

• Schedule management

• Benefits administration

• Sourcing

• Supply chain

• HR sourcing

• Analysis skills

• Management

• Data analysis skills

• Medical scheduling

• Medical terminology

• ATS

• Microsoft Access

• Presentation skills

• Care plans

• Home care

• Google Docs

• FMLA

• Paychex

• Kronos

• Employee relations

• HRIS

• Google Suite

• Time management

• SharePoint

• Microsoft Office

• Medical office experience

• Microsoft Excel

• Administrative experience

• Microsoft Word

• Microsoft Outlook

• Intake

• UltiPro

• Adobe Acrobat

• Business management

• Taleo

• Accounts payable

• Hospice care

• Oracle

• Fleet management

• Contracts

• Data collection

• Epic

• Accounting

• Succession planning

• Financial services

• Jira

• Quality assurance

• Windows

• Documentation review

• Computer networking

• Case management

• Workday

• EDI

• Talent Acquisition

• Performance Management

• Workers' Compensation

• PeopleSoft

• Change Management

• Construction

• DME

• Procurement

• Affirmative action planning

• Yardi

• OneSite

• Paylocity

• Medical collection

• EMR systems

• Multi-line phone systems

• Cash handling

• Triage

• Interviewing

• Computer hardware

• DocuSign

• QuickBooks

• Workforce management

• Avaya

• Root cause analysis

• Mentoring

• Behavioral health

• SQL

• Medical billing

• ICD-10

• Employee evaluation

• TCP

• Accounts receivable

• Live chat

• E-commerce

• Clerical experience

• Team management

• Management

• Administrative & Business Operations (7 years)

• Training & development

• Legal counsel

• InfusionSoft

• Contracts Administrative & Business Operations (7 years)

• Adobe InDesign

• Confluence

• Banking

• Sales

• Pivot tables

• Continuous improvement

• Cost management

• Process improvement

• Software development

• Analytics

• Leadership

• Filing

• Data management

• Debits & credits

• Cash management

• Compliance management

• Project management (8 years)

Awards

Shining star award

November 2019

Recognized for outstanding achievement in expectations customer assistance November 2019 With an overal score of 97.50% for quality

Certifications and Licenses

Medicare advance call center training certificate

September 2019 to Present

CPR Certification

Professional In Human Resources

SHRM Senior Certified Professional

SHRM Certified Professional

Senior Professional in Human Resources

Certified Employee Benefit Specialist

First Aid Certification

Assessments

Customer focus & orientation — Proficient

October 2021

Responding to customer situations with sensitivity Full results: Proficient

Recruiting — Proficient

October 2021

Managing the candidate sourcing and selection process Full results: Proficient

Sales skills — Proficient

October 2021

Influencing and negotiating with customers

Full results: Proficient

Customer service — Proficient

April 2021

Identifying and resolving common customer issues

Full results: Proficient

Recruiting — Proficient

July 2023

Managing the candidate sourcing and selection process Full results: Proficient

Business math — Proficient

March 2020

Using basic math to solve problems in a business context. Full results: Proficient

Work motivation — Proficient

April 2021

Level of motivation and discipline applied toward work Full results: Proficient

HR: Compensation & benefits — Proficient

April 2021

Knowledge of compensation and benefits programs

Full results: Proficient

Work style: Reliability — Proficient

December 2021

Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient

Work style: Professionalism — Proficient

May 2021

Tendency to be accountable, professional, open to feedback, and act with integrity at work Full results: Proficient

Protecting patient privacy — Proficient

January 2022

Understanding privacy rules and regulations associated with patient records Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

Business operations

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