Customer Service Care
Resume:
Marianne Stout
Manchester, NJ
***************@*****.***
EXPERIENCE
BNYMellon
Customer Care Specialist
December 2020-October 2024
Contraction Role/ Hired full time
Assisted Financial Advisors and Clients with there stock accounts for Blackrock and Four other companies affiliated with BNYMellon.
Assisted callers with all account needs and guidelines affiliated with there accounts, including placing there trades on a daily basis.
We were mandated to go through scheduled trainings on a regular basis for fraud, compliance and following the tax laws related to the 529 College Plan, The authentication of the callers identification was put through a series of questions that was required before the call began.
Placed numerous Tickets with regards to rejections, worked on earning and basis for tax reporting purposes.
Giving our callers stellar customer service by listening and education our callers was required on every call.
Bank of America, Newark, DE
Contract Role, Fraud Analyst & Fraud Detection, Blended Agent: ATM Debit / Credit Card Fraud
April 2019 – April 2020
Handle 70+ customer calls per day, exceeding company efficiency standards Surpasses expectations in all department stats: low handle time and 0% after call Work with customers to spot unauthorized transactions on credit or debit card Investigate forgery and theft in client accounts by processing refunds, changing account
numbers, shutting down and opening new accounts, and filling out any necessary paperwork
Look at patterns and trends to spot fraud before it becomes a major loss for the bank Provide solutions and analyze complex client problems
Use tools in fraud detection to problem solve and catch the fraudster
Analyze fraud by verifying transactions within our client accounts
Compliant with all education trainings
HBCS, Newark, DE
Contract Role, Customer Service Representative, Provider Services December 2017 – February 2019
Worked with providers on a daily basis, managing an average of 250 accounts per week Fully managed new territories of business; created new systems, mastered regulations, and set standards for how HBCS handled those claims
Responsible for billing and basic knowledge of healthcare claims processing including: ICD-9, CPT, and HCPC codes, as well as UB-04 and 1500 claims forms
Worked in Optimum hospital system: updated insurance, provider credentialing/contracting, updated COB, and adjusted claims for reprocessing. Identified and reported trends in carrier payments and denials
Followed up with payors and other third parties for ensuring timely claims submission Resolved accounts including secondary billing, appeals process, and patient liability Participated in all trainings and classes to keep myself relevant and up to date. Aetna, Newark, DE
Customer Service Representative, Provider Services, Medicaid January 2012 - November 2017
Assisted members on a daily basis by filling out paperwork, communicating particulars of each benefit plan, and referring them to specialists in our health plan Worked hand in hand with our providers by helping them with denials on their claims. Explained inpatient and outpatient services, copays, deductibles and coinsurance.
Assisted additional providers with credentialing information, authorization procedures for certain services, and billing CPT codes and DX codes, UB04 and 1500 claim form experience.
Trained in coordination of benefits in primary insurance and Medicaid (MCO) in the following states: Pennsylvania, Nebraska, Ohio, Louisiana, Kentucky, Florida, New Jersey, and New York Managed Care Plans for Aetna Better Health.
Completed all necessary trainings and classes for my role
Consistently met and surpassed all goals on accuracy and care based on my incoming call log
Trained as CSR for the last 5 years while also training my team on implementation of five migrations to QXNT.
American Family Assurance Company (AFLAC)
Independent Agent
August 2011 – September 2012
Independent Agent introducing and educating companies to products and benefit plans
Responsible for meeting with clients, assisting them to make choices that best fill their needs, filling out legal contracts, and servicing them with exceptional customer service Maintained all aspects of claims and wellness benefits due to the employee. Worked directly with the claims department to ensure proper procedure, that claim forms were filled out correctly, and that payments due to clients were received in a timely manner.
Communicated regularly with clients to ensure they had all necessary claim forms, enrolled new employees, and kept companies and employees up to date with new programs.
Ensured clients were maintaining and staying current on their monthly payments. Bentleys Restaurant, Newark, DE
Restaurant Manager
December 2005 – May 2010
Managed staff of more than 20 employees by training and supervising bar and wait staff in accordance with company policies and health & safety regulations. Maintained scheduling for all staff members.
Booked banquets and worked with clients on menu choices, entertainment, and décor. Maintained monthly bar inventory by working with vendors, recording numbers, tracking liquor costs and percentages.
Worked very closely with all Distributors (US Foods, Sysco, Liquor, Beer Distributors, etc.) in all aspects of inventory and ordering.
Organized restaurant promotions and coupons, opening and closing procedures, daily report, nightly deposit, processed checks, credit card reports, and sales reports.
Hired and trained 3 other managers
Krane Industries
Administrative Support
April 1998 – September 2005
Member of the administrative team responsible for daily spreadsheets, daily credit card billing, scheduling of clients, bulk mailing, answering phones, ordering office supplies, and scheduling repairs of office equipment.
Assisted in planning and implementation of open houses and office functions. Interacted with customers on a daily basis.
Responsible for design of special forms and charts used to track scheduling, billing and payroll EDUCATION
Kean College, Business Administration, 1974-1977
Attended 3 years
ADDITIONAL SKILLS
Filemaker Pro, QuarkXpress, Work, Excel, MS Certified, Outlook ADDITIONAL INTERESTS
Fundraiser, Alexis I. DuPont Booster
Club Operations, Piedmont Baseball
Ran the concession stand and did all scheduling of team games, ordered all supplies for the concession stand.
Volunteer, Delaware Food Bank
Contact this candidate