Customer Service M A

Yolonda L. Holmes-Echols

**** ******* ****** * Florence, South Carolina

Cell: 843-***-**** * Alternative: 843-***-**** * *************@*******.***

PROFESSIONAL SUMMARY

Office professional with over twenty years of administrative, clerical, and customer service experience in various industries including insurance, legal, government and educational arenas. Strong computer and office equipment experience with proficiency in various Microsoft Office Programs, Lotus Notes and ability to type over 55 wpm. Licensed Notary Public with strong communication skills and the ability to foster relationships with people from various backgrounds. Strong commitment to service and desire to learn, develop and grow while meeting the objectives of the business or organization serving.

EDUCATION AND AWARDS

Morris College, Sumter, SC Webster University, St. Louis, MO

Bachelor of Science in Organizational Management M.A. in Human Resource Development

GPA: 4.0 Cumulative: 3.03 M.A. in Management and Leadership

Edeeee GPA: 3.74 Cumulative: 3.74

Dean’s List (Spring 2007 and 2008)

South Carolina Bankers Association Scholarship (2008)

Delta Mu Delta International Honor Society

Cum Laude Distinction (Morris College)

WORK EXPERIENCE

Blue Cross Blue Shield of South Carolina/Palmetto GBA Provider Enrollment Analyst Jan 17 – Present

• Review, research, analyze, and process provider enrollment applications.

• Maintain and ensures provider file integrity

• Investigate to make sure suppliers follow established standards and guidelines

• Enrollment of initial full applications, re-enrollment, reactivation, change of information

• Review and verify provider data by use of information databases

• Analyze, investigate and verified provider information by use of other resources to ensure authenticity

• Processed enter and updated provider data information/applications to the appropriate enrollment database.

• Communicates effectively with external/internal customer inquiries via correspondence or telephone.

• Assists with provider education and provider services training

• Working knowledge of PECOS, MCS, and Medicare Part B provider certification.

BCBSSC/TRICARE Claims Customer Service Advocated II June 2015 – Jan 2017

• Investigated claims and make timely decisions.

• Analyzed information gathered during an investigation.

• Analyzed coverage, determining liability, and evaluate benefits.

• Interacted with the insured, providers, and other claim professionals.

• Operated independently within authority limits.

• Delivered an exceptional level of customer service throughout the claim process.

• Delivered proven organizing skills, time management, self-directed, and leadership skills.

• Exercised strong verbal and written communication skills.

• Exercised prioritizing workload(s) to respond to changing workplace demands.

• Entered, processed, and updated provider data information.

• Communicated effectively with external/internal customers in response to inquires via correspondence or

telephone.

BCBSSC/TRICARE Provider File Specialist March 2014 – June 2015

(Promoted to Claims Customer Service Advocate II)

• Researched, develop and enter information into the system on various medical providers daily.

●Added new medical providers in the system for claims to processed and paid daily.

●Provided customer service and data entry/retrieval daily and in a timely manner.

●Successfully make daily production; obtained ADP II Federal clearance.

●Maintained medical data record management for the western division with millions of records.

●Accommodated other administrative and clerical duties assigned by the manager.

●Worked on special projects in a project team member capacity.

BCBSSC/TRICARE Provider File Specialist Jan 2013 – March 2014

(Worked Through Kelly Services Temp Agency from Jan. 2013 – March 2014)

●Researched, developed, and entered information into the system on various medical providers on a daily basis.

●Added new medical providers in the system for claims to processed and paid on a daily basis.

●Provided customer service and data entry/retrieval on a daily basis and in a timely manner.

●Successfully make daily production; obtained ADP II Federal clearance.

●Maintained medical data record management for the western division with millions of records.

●Accommodated other administrative and clerical duties assigned by the manager.

●Worked on special projects in a project team member capacity.

` Darlington County School District Temporary Clerical Assistant/Substitute Teacher Nov’12 – Nov. 2012

●Performed daily customer service and front desk duties via telephone and/or walk-ins.

●Assisted the principal, office staff/faculty staff members, parents, and the general public.

●Typed, revised letters and all other types of correspondence(s).

●Operated various office equipment and types of machinery in the performance of daily duties.

●Copied, filed, printed, faxed, and received daily information; received, sorted, sent, and distributed daily mail.

●Performed various complex routine clerical/administrative duties in a timely manner, met all deadlines.

●Substituted and taught students in their teachers’ absence.

●Assisted with HR functions including scheduling interviews of job applicants.

Florence County Family Court Legal Records Clerk III Nov. 2011 – Sept. 2012

Collected, recorded, and disbursed all monies paid through Family Court via mail and/or payment window.

●Assisted in making daily bank deposits on a daily basis.

●Entered electronic data to record and retrieve case information and maintain records.

●Performed various clerical duties as necessary including copying, typing letters, and other administrative duties assigned.

●Operated various office equipment and machinery in the performance of daily activities.

●Interacted, communicated and provided assistance to various individuals and groups externally and internally.

●Worked on special projects in a project team member capacity.

Florence County Family Court Legal Records Clerk II Aug. 2008 - Nov. 2011

(Promoted to Legal Records Clerk III)

●Processed court orders, legal records; bench warrants, and other documentation in a timely manner.

●Computed data entry to records and retrieved case information on a daily basis.

●Performed various complex routine clerical/administrative duties while meeting all deadlines.

●Received, reviewed, calculated, and/or submitted wage withholdings and managed mailing system.

●Typed and/or revised correspondence(s), copies, files, fax, and operated other office machinery.

●Assisted/back-up to the front desk; answers, screened, and forwarded calls to the appropriate staff person.

●Provided customer service and utilized computers, calculators, printers, label-making, and multi-line phone systems.

●Communicated with and provided assistance to co-workers, legal professionals, and external stakeholders including petitioners, respondents, and DSS.

● Worked on special projects in a project team member capacity.

Florence County DSS Administrative Specialist II (Legal/Clerical) Sept. 2006 –Jan. 2008

●Greeted clients and worked at the front desk; including answering multi-line telephone systems and the switchboard.

●Typed and revised documents/correspondence and processed and distributed daily mail in a timely manner.

●Performed customer service duties, retrieved and entered data on a daily basis, and other duties assigned by supervisor.

●Allocated state equipment such as vehicles, cameras, and other office equipment.

South Carolina Forestry Commission Communication Specialist II Sept. 2001-Sept. 2006

●Dispatched, retrieved/entered data; performed customer service duties on a daily basis; trained new dispatchers.

●Assisted with scheduling with various supervisors, and dispatching pilots to fires.

●Operated computer-aided dispatch system and entered burning notifications on a daily basis; in a timely manner.

●Worked closely with law enforcement and other local, state, and federal agencies on a daily basis.

●Typed, revised, filed, copied, and faxed important document(s), other administrative duties assigned by Dispatch Manager.

Florence County Disability and Special Needs Temporary Clerical Assistant May 2001-Aug. 2001

●Performed customer service duties, entered and retrieved data on a daily basis; in a timely manner.

●Received and entered payment(s) on a daily basis; processed and distributed daily mail.

●Answered multi-line telephone systems on a daily basis; in a timely manner.

●Typed and revised document(s)/correspondence(s); copied and filed.

Tricare/Champus Claims Processor Sept. 1999 - May 2000

●Performed customer service duties, entered and retrieved data, and answered multi-line telephone system.

●Performed medical insurance billing duties and certified providers(s) of different medical backgrounds.

●Performed ICD9/CPT coding duties on a daily basis in a timely manner and met all deadlines and goals.

●Successfully made daily production.

CO-CURRICULAR ACTIVITIES

Alpha Kappa Alpha, Epsilon Chi Omega Chapter (Member)

Delta Mu Delta International Honor Society (Member)

VOLUNTEER EXPERIENCES

Lawson Grove Baptist Church Vacation Bible School (Lead Teacher)

Mana House (Feeding and Assisting the Homeless)

References Available Upon Request

Contact this candidate