Customer Service Data Entry
Resume:
Yvette Gueits
Phoenix, AZ **014
Ph:480-***-****
********@*****.***
Experience:
DoorDash, LLC 08/2019 to 09/2024
Tier 3 Escalations Representative
●Answer inbound calls from customers who are upset and have had issues with their orders or accounts.
●Update account information such as Name, email addresses & phone numbers
●Review account notes, and research what the issues are and provide a resolution
●Help customers troubleshoot the DoorDash app if they cannot log in or are having payment issues
●Cancel subscriptions and process refunds and apply credits to the customers account
●Input customer information, take detailed notes of what actions were taken on the account, send emails to customers advising what actions were taken on the account and send macros with specific info for certain products and partnerships
Ring 09/2017 to 11/2018
Technical Customer Service Support Agent
●Answered high volume of incoming calls from customers needing tech support help with there devices
●Answered questions about our products, features and services that were offered
●Problem Solving and assisted customers with step by step troubleshooting instructions for their devices
●Responded to billing inquiries, helped customers subscribed to monthly plans, provided copies of invoices and also processed payments and refunds at the request of the customer
Bank of America (Contract) 05/2016 to 06/2017
Claims Analyst II
●Received high volume of incoming calls and assisted customers with filing fraud and non-fraud claims
●Assists with questions or issues regarding potential claims related activity
●Considered a subject matter expert on multiple claims types and makes complex decisions based on judgment and research. Followed established and used multiple systems and tools
●Provided information regarding credit or debits to customer’s accounts as well as claims status. Performed duties within a team environment. Expected to meet or exceed department level benchmarks for productivity and quality
●Received calls from internal employees who needed support to resolve complex call types or require an answer to a procedural, process, or situational questions through multiple channels
Amazon LLC
Virtual Customer Care Rep 11/2015 to 04/2016
●Answered incoming calls from customers in reference to orders, account changes or product availability
●Assist customers with questions about deliveries, how to place/cancel orders, track packages,
●Create replacement orders and issue refunds when necessary, also issued concessions if needed (concessions varied per issue)
●Educate customers on Prime Membership benefits and also helped cancel subscriptions and issue refunds if they were eligible
●Also helped business customers add/remove users and assist in placing orders and updating information on their accounts
AZ Dept. of Economic Security (Contract) 03/2015 to 07/2015
Claims Processor
●Reviewed, adjudicated, paid, pended and denied professional, Outpatient, Inpatient, fee for service and dental claims (CMS 1500 and basic UB04) and some claims research when necessary.
● Processed claims with QNXT 4.8
●Data entry and 10-key skills by touch and sight
●Followed ICD-9 coding, procedures and guidelines
●Abided by the health plans policies & Procedures
●Maintained confidentiality and complied with Health Insurance Portability and Accountability Act (HIPAA)
●Worked in team environment
●when required worked on special time sensitive projects
●Scanned processed claims into the system for electronic filing and named scanned claims and move them to the appropriate folders in the K drive
Rural Metro (Contract) 11/14 to 02/2015
Claims Processor/ Researcher
●Research denied claims and determine whether it should be paid and make any necessary corrections to re-submit for payment
●Call patient's insurance carrier and get payment/denial information and make notes in the act of action taken
●Gathered necessary documentation and a copy of the claim in order to file an appeal on the denied claims
Core Institute of Phoenix (Contract) 06/2014 to 9/2014
Patient Care Coordinator
●Pull referrals from orthopedic fax
●Import pages into patient chart as well as create chart if needed
●Attach all necessary documents to the appointment and call patient to schedule
●Data Entry
Cognizant (Contract) 11/2013 to 05/2014
Claims Processor
●Reviewed, adjudicated, paid/pended and denied professional, Outpatient and LTC fee for service claims (CMS 1500 and basic UB04) and claims research when necessary.
●Met and maintained quality and production standards
●Worked in a team environment to meet goals
●Processed claims with QNXT 4.8 and Workflow
●Data entry and 10-key skills by touch and sight
●Followed ICD-9 coding, procedures and guidelines
●Abided by the health plans policies & Procedures
●Maintained confidentiality and complied with Health Insurance Portability and Accountability Act (HIPAA)
●Established and maintained positive and effective work relationships with coworkers and customers
McKesson (Contract) 07/2013 to 09/2013
MPRS Loyalty Rep Phoenix, AZ
●Received incoming calls from patients and healthcare professionals trying to activate prescription discount cards for various medications
●Took calls from sales reps
●Request replacement cards and give out benefit information
Bank of America (Contract) 07/2012 to 02/2013
Fraud Analyst II
●Sort incoming claim information; prepare the work to be scanned.
●Monitor incoming documents via, Fax Server, and mail.
●Send out correspondence with miscellaneous attachments to the customer.
●Performed up to 6 different functions per day, such as indexing claim form, sorting returned mail and updating addresses in the system
●Worked with two different screens at once, basic reading, writing, computer skills, knowledge of using printers, and fax machines.
United BioSource Corp 04/2011 to 02/2012
Reimbursement Analyst
●Took calls from healthcare professionals, patients, and sales representatives
●Provides assistance with reimbursement inquiry requests
●Provides billing and coding information related to specific product(s)/Hotline (CPT & ICD-9)
●Verifies patient insurance benefits, conducts general payer research
●Worked with payers and healthcare professionals to resolve prior authorization issues and/or appeals of denials
●Data entry support
●Maintains updated coverage policies for all Medicare, Medicaid and private payers
Aetna
Sr. Claims Analyst 03/2006 to 02/2009
●Reviewed and adjudicated and processed routine Medical, dental, physical therapy and pharmacy claims in accordance with the claims processing guidelines set by the plan.
●Used various websites to verify data elements submitted on claims.
●Processed claims from an Electronic Data File. Followed written procedures set by the health plan.
Schaller Anderson (Aetna) 11/2005 to 03/2006
Clerical/Data Entry/Customer Service
●General office duties, Data Entry, 10-key Alpha-Numeric
●Answer phones, Fax, Filing, Copying. Job duties varied per assignment
Evermist Technologies, LLC (Contract)
Office Mgr. PA 08/2005 to 11/2005
●Answer phones, Filing, Faxing and copying of various documents.
●Billing and follow up of monthly maintenance customers
●Set appointments and dispatched techs for service orders.
●Completed and Distributed payroll
AZ Billing Services (Contract) 02/2005 to 06/2005
Medical Biller
●Data Entry of Paper claims into system
●Review electronic claims and make changes before submitting for final review and processing.
●Filing, copying and processing returned mail. Worked aging report and contacted patients in order to settle the unresolved balances on their accounts
Checker Auto Corporation (Contract) 06/2004 to 10/2004
Clerical/Administrative /support
●Answered phones
●Input all new customer demographics into the system for new credit accounts
●Sent credit applications over to Credit Analyst for final approval. Manually processed high dollar credit authorizations that needed verbal approval by
phone.
MCI 1/2002 to 05/2004
Inbound Sales Representative
●Answered inbound calls from new and existing MCI customers who wanted local and long distance phone services provided by MCI
●Data Entry for orders
●Customer Service
●Lead Rep
Direct Marketing Services (Contract) 11/2000 to 08/2001
Inbound Sales/Customer Service
●Provided Customer service /Answered inbound calls and placed orders for Nextel phones, accessories and service
Sonic Air 10/99 to 10/2000
Customer Service Representative
●Answered incoming calls and take orders for high priority same day delivery service, track packages with airlines to ensure timely delivery
●Assisted customers with lost, damaged or late packages
●Input manual orders that were backed up, filing, faxing, copying and various clerical duties as assigned by my supervisor
Education:
●Stratford University 2010 to 2012
Associates Program for Billing and Coding
●Institute of Nail Technology
Nail Technician License 1991
*** References available upon request ***
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