Senior Customer Service Professional
Resume:
Megan (Nevada) Sandle
Charlotte, NC *****
*********@*****.***
Professional Summary
Resourceful and detail-oriented retail merchandiser with over 18 years of experience in customer service, health care, enrollment specialist, sales, and inventory management. Proficient in pharmacy technician roles, with expertise in medical billing and coding, insurance claims, and patient support. Proven ability to work in fast-paced environments, handle multiple tasks, and maintain high levels of customer satisfaction. Possess a strong background in customer service, with experience in various industries, including retail, healthcare, and customer service. Skilled in administrative tasks, including data entry, invoicing, and accounts payable. Compliant with HIPAA regulations and familiar with EMR systems. Seeking a role that leverages my customer service skills, technical knowledge, and experience in a dynamic and supportive environment.
Authorized to work in the US for any employer
Work Experience
Traveling Mobile Medical Equipment Technician
TRIMEDX-Charlotte, NC
June 2025 to Present
• The RTLS (Real-Time Location Services) Installation Technician works as a part of the RTLS Installation Team on projects where TRIMEDX installs the RTLS system for existing clients, under the supervision and direction of leadership. Duties include but are not limited to tagging medical equipment with an RTLS tag (sticker) and ensuring the RTLS tag is matched up with the device ID as listed in our CMMS system.
• Attend all identified RTLS installation trips as part of the project team.
• Follow TRIMEDX process for tagging medical equipment with RTLS tag at existing customer sites, and, performing corresponding matching process withing TRIMEDX CMMS system.
• Ensure attention to detail when tagging devices and matching identifiers in TRIMEDX systems.
• Ensure understanding of in-scope devices to be tagged.
• Communicate process improvement ideas and flag identified risks to designated leader in charge Retail Merchandiser
CROSSMARK-Charlotte, NC
October 2024 to March 2025
• Executed detailed store audits to ensure compliance with company policies and operational standards.
• Implemented effective product promotion strategies to enhance visibility and drive sales.
• Managed inventory processes to optimize stock levels and minimize discrepancies.
• Designed and arranged merchandise displays to maximize customer engagement and promote product appeal.
Amazon Delivery Station Warehouse Associate
Amazon Warehouse-Charlotte, NC
November 2024 to January 2025
• Sorted packages efficiently to ensure accurate and timely distribution within the facility.
• Implemented safety protocols to maintain a secure working environment and minimize risks.
• Coordinated timely deliveries to guarantee that customers received their orders on schedule.
• Collaborated effectively with team members to enhance workflow and improve overall performance.
• Managed inventory accurately to ensure proper stock levels and prevent shortages.
• Provided exceptional customer service by addressing inquiries and resolving issues promptly. Student Services Advisor
Pearson Education-Remote
June 2024 to August 2024
• Handling inbound calls from families attending a Connections Academy school.
• These calls can be routine where simple questions are answered, but other calls could result in systemupdates and requests.
• We anticipate an average of 40-50 calls per person each day.
• support enrolled students in a virtual K-12 school. Claims Resolution Specialist
MultiPlan-Remote
June 2023 to October 2023
Proactively monitors the clearinghouse to resolve issues and errors in a timely manner. Enrollment Specialist duties
· Experience with Net patient revenue (NPR)
· Continuously evaluates and works A/R balances to prevent timely filing and loss of revenue from denials and missed opportunities on secondary filings.
· Identifies claim denial reasons, eligibility discrepancies and billing error and resolves them in a timely fashion to ensure prompt payment of claims.
· Makes inquiries and follow-up on all denied and unpaid insurance claims to include Medicare, Medicaid, and third-party insurances.
· Accurately and efficiently processes requests for denied claims information using website portals and outbound phone calls for all payers.
· Resolves edits related to coding; obtain and review required documentation to support services billed.
· Research and locate missing payments and/or remittance advice forms.
· Reviews and obtains appropriate documentation for claim re-submission per insurance guidelines and requirements.
· Contacts patients and/or referrals for missing information or documentation.
· Tracks and maintains follow-up documentation of claim re-submissions.
· Documents all communication with co-workers, patients, and payer sources in patient’s account in electronic health record.
· Oversees insurance correspondences, research and perform appropriate steps for first and second appeals.
· Works with insurance payors to ensure timely and accurate payments.
· Communicates with insurance carriers to track status of appeals.
· Tracks improvement of targeted denials once processed, or when system edits have been developed to reduce/prevent future denials.
· Troubleshoots patient account issues including direct resolution of billing issues with patients. Ensure accurate patient statements are sent out monthly along with analyzing patients accounts and make recommendations to collections accordingly.
· Tracks and reports ongoing issues and trends to the Manager of Revenue Cycle Management.
· Meet established daily, weekly, monthly, and annual deadlines.
· Manage and maintain relationships with all payors to improve patient revenue.
· Uphold Medicare, Medicaid, and HIPAA compliance guidelines in relation to billing, collections, and PHI information.
· Follow written and verbal instructions from the Manager of Revenue Cycle Management.
· Exhibit professionalism in communication with patients, clients, insurance companies and co-workers. Customer Service Representative
Verizon-Remote
July 2022 to October 2022
Generate sales by using your passion for innovative technology, and exceptional customer service to meet our customers where they are.
· Build customer connections by asking the right questions to uncover individual needs.
· Offer a complete top-down sales solution to provide product insights and solution recommendations.
· Close sales by using phenomenal communication skills to fulfill customer needs with simple and intuitive tech solutions.
· Assist with merchandising and operational functions.
· Support other Verizon stores within proximity (based on business needs). Customer Service Rep
Maximus-Remote
February 2022 to June 2022
· Agents will answer incoming calls from the public related to COVID-19 vaccination and testing schedule.
· This position will require Agents to use independent judgment to understand the coordination of available time slots and if the location, distance and/or time of available appointments is a reasonable distance/ time limit to book an appointment.
· Agents will be required to evaluate the needs of the caller to determine the best course of action to assist in scheduling a
COVID-19 vaccine or testing appointment.
· Transfer/refer caller to appropriate entities according to the established guidelines.
· Facilitate the fulfillment of caller requests for materials via mail, email, or download.
· Maintain a current understanding of CDC information on regulations, policies, and procedures to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner.
· Adhere to the Privacy Function as it relates to the confidentiality of information provided by callers.
· Continually look for and suggest process improvements, which will benefit Maximus, CDC, and the public
(inquirers)
· Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
· Escalate calls or issues to the appropriate designated staff for resolution, as needed.
· Track and document all inquiries using the applicable systems.
· Facilitate translation services for non-English speaking callers according to outlined procedures• Attend meetings and trainings, as requested, and maintain up-to-date knowledge of all programs and systems.
· Meet quality assurance (QA) and other key performance metrics.
· Report problems that occur and assist with the resolution.
· Utilize databases and written materials to look up and provide information for telephone inquiries.
· Respond to telephone inquiries within the set departmental staffing and time parameters. Patient Support Call Center Representative
IQVIA-Remote
November 2021 to January 2022
· Resolve customer service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
· Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
· Refer unresolved customer grievances to designated departments for further investigation. Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions that are taken.
Customer Service Agent
Duke Energy-Charlotte, NC
July 2019 to March 2020
Answer customer inquiries via phone, email, and in-person.
· Direct customers to online resources
· Update customer records in the system, including notes about interactions.
· Pitch ideas for improving customer care.
· Create and maintain reports about customer interactions.
· Attend weekly staff meetings.
· Participate in team building activities.
· Develop a rapport with customers.
· Encourage customers to complete surveys.
· Make recommendations to management to improve customer experience.
· Serves customers by providing product and service information and resolving product and service problems.
· Attracts potential customers by answering product and service questions and suggesting information about other products and services.
· Opens customer accounts by recording account information.
· Maintains customer records by updating account information.
· Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
· Maintains financial accounts by processing customer adjustments.
· Recommends potential products or services to management by collecting customer information and analyzing customer needs.
· Prepares product or service reports by collecting and analyzing customer information.
· Contributes to team effort by accomplishing related results as needed. Pharmacy Technician
Walgreens-Charlotte-Charlotte, NC
April 2019 to July 2019
· Supporting pharmacological services by assembling, stocking, and distributing medications
· Maintaining records by recording and filing the prescriptions and orders of Physicians
· Sorting, stocking and labeling medications and monitoring inventory
· Experience with Net patient revenue (NPR)
· Responding to the requests of patients and healthcare providers, answering their questions, and referring various inquiries to the Pharmacist
· Complying with rules, regulations, and procedures to help maintain a clean and safe pharmacy, such as by sterilizing equipment and surfaces.
· Processing prescriptions electronically and ensuring all information is accurate and complete.
· Generating revenues by recording, calculating, and issuing charges
· Undertaking administrative tasks such as record-keeping as assigned by a Physician or facility manager from time to time.
Pharmacy Technician
CVS Health-Charlotte, NC
November 2018 to April 2019
· Supporting pharmacological services by assembling, stocking, and distributing medications
· Maintaining records by recording and filing the prescriptions and orders of Physicians
· Experience with Net patient revenue (NPR)
· Sorting, stocking and labeling medications and monitoring inventory
· Responding to the requests of patients and healthcare providers, answering their questions, and referring various inquiries to the Pharmacist
· Complying with rules, regulations, and procedures to help maintain a clean and safe pharmacy, such as by sterilizing equipment and surfaces.
· Processing prescriptions electronically and ensuring all information is accurate and complete.
· Generating revenues by recording, calculating, and issuing charges
· Undertaking administrative tasks such as record-keeping as assigned by a Physician or facility manager from time to time.
Delivery Station Warehouse Associate
Amazon-Charlotte, NC
May 2018 to August 2018
· Using RF scan guns to ship confirm and tracking of out bound orders using JDE Software
· Manually lift and move product to restock and repack ensuring date code accuracy and proper rotation.
· Trained staff of five to direct labor employees to perform Shipping and Receiving Labor.
· Correspond with Management team about defects within Inbound and Outbound
· Achieved special praise from the Warehouse Manager for completing the project earlier than scheduled.
· Follow quality service standards and comply with procedures, rules, and regulations. CSR/ Warehouse Associate
Shutterfly Lifetouch LLC-Fort
September 2017 to January 2018
· Assisted customers in navigating the company's website and placing orders online and troubleshooting any technical issues.
· Negotiated with suppliers to expedite product shipment and backorders.
· Researched more complex issues regarding delivery follow-up, order tracking,
· Responded to 75-100 inbound calls per day in high call volume environment.
· Ran reports weekly for safety meetings, end of the month reports, and usage reports for managers to see all necessary data.
· Created all purchase orders, expedited vendors and delivery services, and completed the purchase order once the merchandise was received. Worked with accounting to complete the process of invoices being paid.
Picker/Packer
Spencer's-Charlotte-Charlotte, NC
June 2017 to September 2017
Sorted and organized merchandise so that it can be easily located.
· Knew the functions of each department to work throughout the warehouse.
· Utilizes state-of-the art technology to understand the receiving processes, freight flow and replenishment transition, productivity results and background inventory using handheld scanners.
· Ensured that picked items are not damaged and report any damaged products to the supervisor on an immediate basis.
Customer Service Team Lead
Red Ventures-Charlotte, NC
June 2015 to January 2017
Assisted all new and existing customers by placing sales-related orders.
· Adjusted accounts and assisting with any questions account related while providing excellent customer service.
· Assisted in the supervision of twenty-five call center agents as well as the call center's daily operation.
· Trained staff and monitored progress for the extent of their probationary period while achieving elevated levels of productivity, handling 700+ calls weekly during off-season, and averaging 100+ calls daily in peak season.
· Maintained a 98% success rate, Group 5 scores, and exemplary feedback from the client base. Education
Certificate in Pharmacy Technician
Brightwood College-Charlotte, NC
April 2018 to October 2018
Certificate in Medical Billing and Coding Specialist Kaplan College-Charlotte, NC
June 2010 to July 2011
Diploma
East Mecklenburg High School-Charlotte, NC
August 2005 to June 2009
Skills
• Insurance Claims
• Help Desk
• Medicaid
• Account Management
• CPT
• Organizational skills
• Supervising experience
• Hospital Experience
• Time management
• Management
• Negotiation
• Software Troubleshooting
• Point of Purchase
• Vital Signs
• EMR Systems
• Remodeling
• Retail sales
• Human Resources Experience
• Planogram
• Vendor Management
• Receptionist
• Inbound Calls
• Leadership
• Microsoft Office
• Medicare
• Accounts Payable
• Medical Terminology
• Pharmacy Technician Experience
• Microsoft Powerpoint
• Cash register
• Communication skills
• Medical Scheduling
• Insurance Verification
• Facilities Management
• Cash Handling
• Medical Coding
• Cashier
• Google Docs
• Data Entry
• Sales
• ICD-10
• ICD 9
• Planograms
• Invoicing
• Retail Management
• Medical Billing
• Pricing
• Medical Records
• Merchandising
• Laboratory Experience
• Marketing
• Accounting
• Computer skills
• Quality Assurance
• Customer service
• Relationship Management
• HIPAA
• Merchandising Reset
• Account Receivables
• Office Management
• Recruiting
• Stocking
• Sales Experience
Certifications and Licenses
Driver's License
Pharmacy Technician License
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