Customer Service Analyst Iii

Nartarsha Allen-Smith

*********.*****@*****.*** 850-***-**** Savannah, GA

SUMMARY

Seasoned professional with 23 years of diverse experience, including a recent role as Field Analyst III, adept at analyzing, evaluating, and improving program effectiveness. Skilled in data analysis, customer service, and administrative support, with proficiency in FACTS, FMMIS, and Corrflow. Seeking to leverage expertise in policy procedure guidance and program integrity as an Analyst.

WORK EXPERIENCE

State of Florida Tallahassee, Florida

Field Analyst III - Remote Jun 2019 - Present

• Provide guidance on driver license and motor vehicle policy and procedures to Tax Collectors, license plate agencies, and regional office staff.

• Analyze and evaluate the effectiveness of motor vehicle and driver license programs.

• Assist in improving operational efficiency of motor vehicle and driver license initiatives. Leon County Clerk of Court Tallahassee, Florida

Court Specialist I Jan 2017 - May 2018

• Delivered high-quality customer service by efficiently fulfilling and following up on records requests and providing necessary forms and assistance for court proceedings.

• Conducted Civil and Criminal background checks to support the needs of various agencies, ensuring accuracy and compliance with legal standards.

HPE Tallahassee, Florida

Data Entry Keyer Jun 2015 - Jan 2017

• Accurately processed medical claims for Medicaid insurance providers, ensuring data integrity and compliance with AHCA regulations.

• Maintained a high level of productivity and accuracy in a fast-paced environment, contributing to the efficient operation of the fiscal agency.

State of Florida (AHCA) Tallahassee, Florida

Consumer Complaint Analyst Dec 2010 - Sep 2014

• Analyzed and processed incoming checks, ensuring accurate logging and timely delivery to finance and accounting departments.

• Managed the lifecycle of files in FACTS, from initiation to preparation for public requests, maintaining systematic records.

• Provided comprehensive clerical support, including document preparation, mail management, and administrative assistance, to enhance unit efficiency.

Magellan Medicaid Administration Tallahassee, Florida Customer Communication Specialist Jan 2008 - Dec 2010

• Interfaced with customers through multiple channels including phone, email, fax, and web to address inquiries and resolve complex issues.

• Managed effective communication and problem-solving to ensure customer satisfaction and retention. ACS Tallahassee, Florida

Customer Care Sr. Specialist Jan 2005 - Dec 2007

• Provided coaching to agents based on monitoring activities, targeting error correction and skill enhancement to maintain quality standards.

• Managed daily operational tasks, including attendance recording, staffing oversight, and communication of performance metrics, ensuring adherence to process protocols. American Home Patient Tallahassee, Florida

CMN Auditor Feb 2003 - May 2004

• Conducted thorough quality checks on Certificates of Medical Necessity (CMNs) pre and post submission to verify the completeness of documentation required for accurate billing.

• Developed and implemented a tracking system for CMNs, streamlining the process and serving as a point of contact for inquiries from doctors and patients regarding medical accounts. Tallahassee Memorial Hospital Tallahassee, Florida Patient Account Coordinator Oct 1998 - Feb 2003

• Managed the accurate and timely billing of patient accounts, ensuring claims were processed error-free and payments and adjustments were correctly posted.

• Monitored daily reports to verify the proper settlement of accounts, contributing to the hospital's financial accuracy and efficiency.

EDUCATION

Jefferson County High

Diploma

1989

Fort Lauderdale College

Diploma in Computer Technology

1991

New Skills Academy

Life Coaching Certificate

2020

New Skills Academy

Psychology Certificate

2023

SKILLS

Knowledge of Medical Terminology • Appointment Setting • Meeting Planning • Ten-Key Calculator • PBX Phone System • Cisco Phone System • Switchboard Experience • Ability to Compile, Organize and Analyze Data • Knowledge of Office Word and Excel • PowerPoint • Knowledge of FACTS, FMMIS and Corrflow • Knowledge of Scheduling Meetings, Conference Calls and Travel Arrangements • Editing/Proofreading • Drafting Correspondence • Jis • Benchmark • CVS Scanner • Cse

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