Team Member Call Center

Micah Villescas

Phone: 509-***-**** I Email: **********@*****.*** I Location: Spokane, WA

LinkedIn: www.linkedin.com/in/micah-villescas-43ba8a120

Customer-oriented team member that works well with a wide-variety of different people and complex systems. Experience analyzing situations with satisfying customer and business solutions in mind. Emphasis on efficient and concise, professional correspondence. Ability to mediate between client and company needs, allowing clients insight into proven company products.

Experience

October 2024 – Current

Insurance Specialist Inland Imaging Spokane, WA

Reviews unpaid claims by verifying payment status, appealing denials, and correcting/ resubmitting claims when necessary.

Follows up with insurance companies for any unpaid or incorrect paid services provided to patients.

Resolves claim edits (missing claim information) prior to the submission of the claim to insurance companies.

HIPAA knowledge and compliance.

Reached operational efficiency with company processes within three days of hire.

April 2023 – September 2024

Referral Specialist Arcora Foundation Spokane, WA

High-volume call center position, focused on routing patients to appropriate state-sponsored dental centers.

Knowledge of state insurance regulation and compliance requirements.

In-depth knowledge and daily use of Microsoft Dynamics and related systems for tracking and working incoming requests.

March 2022 – January 2023

Member Consultant II BECU Spokane Valley, WA

Ability to identify, diagnose and sell budget-conscience solutions to clients for financial situations.

In-depth knowledge of company products and appropriate application to client needs.

Knowledge and strict adherence to federal regulations for financial institutions.

Certified as Federal Loan Officer.

Certified Notary.

October 2018 - February 2022

Client Service Representative Engie Insight Spokane, WA

Assigned the high profile, exacting clientele portfolios.

Served as first contact for all client communications to internal teams.

Project management - data tracking and reporting, data integrity, data forecasting and applicability to real-world situations.

Design and build internal processes to best suit client needs.

Speaking internally to client risk factors and appropriate mitigation.

Commendations for excellent customer service awarded by leadership.

Lead role in client account onboarding.

General Ledger (GL) coding.

January 2018 - October 2018

Market Analytics Specialist Engie Insight Spokane, WA

Review and investigate billing issues with vendors, leading to reconciliation of the account.

Identifying root cause issues for discrepancies, implementing efficient solutions.

Monitoring cost and rate schedule issues to forward to appropriate internal escalation points.

Met rigorous production efficiency goals (180% average) with consistent data quality.

August 2017 - December 2017

Billing Specialist Engie Insight Spokane, WA

Outgoing call role for missing and incomplete invoices - accounts payable.

Internal and external correspondence to resolve billing setbacks and payment issues.

Notify and assist clients in scheduling on-site repairs and utility upgrades.

January 2017 – February 2018

Home Care Aid I Family First Senior Care I Spokane Valley, WA

Certified Home Care Aid.

Provided medical assistance for elderly and disabled, especially hospice care.

Consistently highly rated by patient families.

January 2013 – December 2015

Medical Assistant I Eagle Lake Village I Susanville, CA

Medical Assistant for nursing home care.

End of life care, specifically hospice service for patients afflicted with dementia.

Education

Lassen Community College Susanville, CA

December 2014 Associate’s Degree in Sociology

Key Skills

Proficient in Microsoft Suite - Dynamics, Excel, Email, Word, and PowerPoint.

ERP system adaptability.

Analysis and diagnosis of system issues.

Experienced and efficient team communicator.

Excellent customer service mindsight and skill-base. Consistently rated highly on customer satisfaction.

Complex scheduling and billing experience.

Lean Six Sigma Yellow Belt.

References

Arcora Foundation

Program Manager Heather Gallagher

Address: 611 N Iron Bridge Way 200 Spokane WA 99202

Telephone: 509-***-****

Email: **********@****************.***

BECU

Branch Manager Josh Smylie

Address: 615 N Sullivan St Suite D Spokane Valley WA 99037

Telephone: 509-***-****

BECU

Team Lead James Dunaway

Address: 615 N Sullivan St Suite D Spokane Valley WA 99037

Telephone: 509-***-****

Engie Insight

Team Lead Matt Henley

Address: 1313 N Atlantic Suite 5000 Spokane WA 99201

Telephone: 866-***-****

Brandon Smith

Former Engie Vertical Team Lead

Address: 1313 N Atlantic Suite 5000 Spokane WA 99201

Telephone: 509-***-****

Email: ***************@*****.***

Community Evangelical Free Church

Church Secretary Vivian Ilten

Address: 110 N Gay Street Susanville CA 96130

Telephone: 530-***-****

Community Evangelical Free Church

Children’s Ministry Director Sheri Hagen

Address: 110 N Gay St. Susanville CA 96130

Telephone:530-***-****

Family First Senior Care

Care Coordinator Sue Murray

Address: 521 N Argonne Rd. #103 Spokane Valley, WA 99212

Telephone: 509-***-**** (General Office)

Eagle Lake Village

Supervisor Alyssa Gaynor

Address: 2001 Paul Bunyan Road Susanville, CA 96130

Telephone: 530-***-**** (General Office)

Contact this candidate