Customer Service Business Analyst

Jodell DeVoe

Customer Service Specialist & More

*** ********** ****, ********, ** 43223

***********@*****.***

Cell: 380-***-**** Home: 614-***-****

I aim to contribute my knowledge, dedication, and passion for helping everyone with over 16 years of experience in the customer service and warehouse industry. This includes excellent listening skills, curiosity and eagerness to learn new things, confidence and professional attitude, analytical and technical problem-solving skills along with focused expertise in the fields of insurance, claims, finance, inventory, account management, business analyst support, training, order tracking and research, critical thinking, conflict resolution, research, patience, relationship building and problem-solving. One of my strengths is that I am a self-motivated person. One weakness is that I can't say no if anyone asks for help. I am a hard-working, dedicated employee with a strong work ethic and determination to succeed. I am committed to achieving excellence in providing engaging customer service and aiming to exceed customers' and clients' expectations.

Work Experience

Multiple Positions- GIG Worker

Hyer - Columbus, OH

November 2021 to Present

Worked multiple positions on an as-needed basis. Positions include grocery stocking, merchandising, store resets, assembly, bagger, personal shopper, housekeeping, cleaning, and conditioning. I specialized in working overnight Grocery Stocking at both Giant Eagle and Meijer and am a Reset Pro that has completed resets for Serve-U-Success at Meijer. I worked at Giant Eagle, Walmart, Meijer, Kroger, GetGo, Middlestreet Graphics, Meijer, Costco, Retail Odyssey, Acosta, G&J Pepsi, and Doubletree.

Instacart Shopper

Instacart - Columbus, OH

November 2019 to Present

Shopped for customers' orders and offered replacements for items not found or out of stock. Worked on several customers’ orders at a time. Delivered items on time and as requested.

Multiple Positions- GIG Worker

PeopleReady - Columbus, OH

October 2018 to Present

Completed short-term jobs through an app for multiple clients. Received daily pay.

Clients included Manheim, Columbus Fair Auto Auction, CampusParc, Mars, Extended Stay Hotels,

Honda, Hyatt Regency, Hyde Park Restaurant, ServePro, Volunteers of America Thrift Store, Phantom

Fireworks, Drury Inn Polaris, Enterprise Rental, Avis Car Rental.

Types of positions held were auto Auction Driver, QC Inspection, Parking Lot Attendant for

OSU/Schottensteins Center Events; Packing and cleaning before, during, and after events;

Housekeeping and houseman; food Prep; Rental car cleaning; and bagging/stocking.

Worked as a housekeeper long term at Extended Stay Hotel and worked long term as a driver for both Manheim Auto Auction and Columbus Fair Auto Auction.

Multiple Positions-GIG Worker

Instawork App - Columbus, OH

November 2021 to September 2023

Worked multiple positions/shifts posted on an app for many clients as needed.

Jobs that included warehouse picking and packing, Warehouse Intermediate, concessions, event cleanup, food runner, package handling, inventory, food Service worker, Merchandiser, Counter Staff/Cashier, Worked at ODW-DC 10, Levy-Lower.com field, Columbus Zoo, Restaurant Depot, K & G Delivery, SLG Systems, Pub Crawls, Shaklee, Power Distributors, Shipping Tree, WIS International-Family Dollar, ODW Lockbourne, Twin Valley Hospital, Torrid, ABMLower.com Field, Huntington Park, Yonder, The Instore Group, and Gopuff.

Cage Cashier/ Concessions

Eldorado Scioto Downs - Columbus, OH

May 2019 to October 2019

•Issued gaming coins and tokens to customers for cash.

•Redeem coins and tokens for cash per customer request.

•Perform check cashing for customers based on company policies.

•Operate assigned cage according to company procedures.

•Count and verify the cash amount at the start of the shift. Worked with a $39,000 drawer daily.

•Receive payment for markers and send the paid markers to the bank.

•Balanced funds at the end of the shift.

•Redeem foreign currencies using accurate exchange rates.

•Help other cashiers when needed.

•Assist customers with any credit-related problems.

•Complete all the gaming forms and reports.

•Provide friendly, courteous, and efficient service to customers.

•Record information regarding all transactions on the computer.

•Verify correct amounts of loose coins and bundled paper money.

•Issued hotel and dining tickets.

•Ran concession stands at the Racetrack during Race Season.

•Prepared all food items, including setting up and running the popcorn machine and the pretzel machine. Heated up nacho cheese for chips. Prepared hotdogs and burgers ahead of time also chopping up all veggies such as lettuce, tomatoes, and onions.

•Stocked all cooler and food items at the beginning of our shift.

•Cleaned the concession area at the end of the shift and reconciled the cash drawer.

Vendor Recruiter

Market Ready - Columbus, OH

May 2018 to May 2019

Recruited vendors to complete Property Preservation tasks such as lawn care, home repairs, lock changes, and trash outs on foreclosed properties for clients in several states.

-Entered detailed orders into the system, awaiting a vendor to be assigned.

-Entered Bids into the system and attached them to orders.

-Updated and verified vendor order completion and photo submission.

-Entered bills into quickbooks.

Office Manager

Top of The Line Painting - Columbus, OH

December 2007 to January 2018

Oversee the daily office operations of the company and be responsible for all billing and invoicing of completed and ongoing jobs.

•Set up appointments for quotes, maintain an accurate current customer database, and handle customer complaints and/or concerns while always providing excellent customer service.

•Continuously improving the business through daily customer contact, collecting and reviewing staff and customer feedback.

•Handled inventory and company marketing.

•Visits various job sites to ensure the quality of painting workmanship is of a professional standard and that all jobs are running on time.

•Implement and manage improvements to ensure that the company constantly achieves its goal of being the most prompt and professional painting company in Columbus.

Claims Analyst - Customer Service

Bioscrip Pharmacy - Hilliard, OH July 2002 to November 2007

Traditional Mail Order and Specialty Pharmacy and PBM.

I started as a customer service representative and was ultimately promoted to the failed claims department.

•Worked failed claims queue researching and resolving claim rejections; Expert knowledge of claim management processes and requirements, including coordination of benefit claim processing and Workers Comp.

•Interacted Daily with Plans verifying eligibility, obtaining overrides, obtaining/renewing prior authorizations, reverse/resubmit claims, opening windows to reprocessing old claims.

•Resolved issues with any escalated orders.

•Spoke with various Pharmacy Benefit Managers (PBM's) via both e-mail and telephone.

•Processed all required paperwork according to established procedures.

•Updated pharmacy plan insurance policies at a patient level and at the client/group level per account management. Updated all drug pricing via NDC within Tech Rx system.

•Developed Failed Claims dept SOP(s); trained new employees; Interacted daily with the billing dept.

•Reviewed and analyzed new procedures to determine value to the business if implemented. Prepared required documentation including detailed specifications, development or modification changes to system programs and workflow processes.

•Worked extremely closely with management on assigned projects from start to finish with a strong focus on communication, user involvement, and client satisfaction.

•Implemented new procedures. While in a Jr. Business Analyst role, I worked daily with the IT department, resolving system issues and creating better processes via system enhancements to help resolve claim submission issues and plan rejections. Reviewed system enhancements and analyzed all aspects of system screens to determine if the enhancement would be beneficial. Assisted sales with presentations and new business implementation on system changes/enhancements/ requirements.

•Worked unpaid past claims report daily to recoup lost revenue while resolving system and claim issues to prevent future system errors. Analyzed any new claims to determine how the shipment was shipped out without a paid claim.

•Updated group pricing at plan and drug level pricing per plan setup and group info as requested by Account Management. Updated pricing for new drugs daily. Created all new benefit groups in the system per requests from Insurance verification, contracted plans, customer service, and Account management.

•Worked with Account Management on projects, including new client implementation.

•Worked all Coordination of Benefit (Secondary) claims and developed internal procedures regarding Medicare Part D and new/existing plan changes consistently.

•Researched/developed procedures for resolving Medicare claims for the CAP (Competitive Acquisition Program). Interacted daily with Medicare.

•Traveled as required to other locations to conduct claims training while reviewing their processes, systems, and programs to determine if changes to a specific workflow process, program, or system would need to be made to assure the growth of the business.

•Worked with management daily. Attended weekly billing and finance and IT meetings, resolving issues and requesting changes/updates to enhance company procedures.

•Collected research from the Web or other sources and annotated it for myself and others.

•Recorded all voice prompts for incoming IVR calls and all incoming plan-specific 1-800 numbers.

National Account Representative

Rodenstock NA - Lockbourne, OH

July 2001 to July 2002

Manufactures Eyeglass Frames and Lenses

•Handled all large National accounts, including Walmart and Sam's Club.

•Placed & tracked orders from opticians for Rodenstock prescription eyeglass lenses and designer frames, including Reebok & Porsche.

•Contacted clients with concerns and/or order confirmations via email, fax, or phone.

•Resolved complaints in a professional, courteous manner. Updated client account information.

•Interact daily interaction with the Sales Team, resolving their concerns and providing valuable account/order information.

•Walked through special orders to ensure that the order processes through and any issues were handled right then.

•Took incoming calls from customers/clients regarding their account, order status and placement & billing.

•Handled special projects as assigned.

Customer Service Representative

Bioscrip Pharmacy - Hilliard, OH

July 2000 to July 2001

Mail Order Pharmacy, Specialty Pharmacy, and PBM

•Took incoming calls from patients regarding the status of their mail/internet medication shipment.

•Made outbound calls to patients with refill-to-soon /coverage termed issues.

•Gave price quotes per group and entered new accounts/insurance info.

•Utilized problem-solving skills professionally resolving patient complaints while maintaining a positive attitude.

•Trained new employees; developed SOP procedures. Maintained exceptional customer service.

Education

Diploma w/Honors, College Prep -Specialized in Accounting/Marketing

West High School - Columbus, OH

1989 to 1993

Associate of Science in Paralegal Studies

South University Online - Savannah, GA

Currently Enrolled – Expected Graduation Date 12/2026

Skills

•Microsoft Office (10+ years)

•AS400 (10+ years)

Typing- 50 WPM (10+ years)

Business Analysis

IVR

CRM Software

Account Management

Pricing

•Pharmacy technician experience

•Customer service (10+ years)

•Phone etiquette

•English

•Load & unload

•Data entry

•Microsoft Excel

•Typing

•Driving Experience (10+ years)

•Clerical experience

•Windows

•Medical office experience

•Cashiering

•Warehouse experience

•Microsoft Outlook

•Computer literacy

•Valet parking

•Car wash

•Process improvement

•Housekeeping (2 years)

•Order picking (2 years)

•Picking & packing (2 years)

•Banquet experience (1 year)

•Detailing (2 years)

•Food handling (2 years)

•Quality Assurance

•Insurance Verification

•Merchandising (2 years)

•Pharmacy Claims (4 years)

•Inventory management (2 years)

•Food Runner (1 year)

•Housekeeping (2 years)

•Stocking and Conditioning (2 years) Order entry

Cash handling

Typing

Clerical experience

Windows

Cash register

CRM software

•IVR

•Leadership

•Order fulfillment

•Pricing

•Load & unload

•Food handling

•JD Edwards

•Research

•Quality assurance

•Hotel experience

•Business analysis

•Marketing

•Account management

•Accounts receivable

•Front desk

•Conflict management

•Driving

•Computer skills

•Organizational skills

•Warehouse experience

•Mechanical knowledge

•Patient care

•Communication skills

•Office experience

•RF scanner

•Multitasking

•Appointment scheduling

•Recruiting

•Vendor management

•Microsoft Office

•Order picking

•Problem solving

•Process improvement Document management

•Standard operating Procedures (SOP)

•Training manual Maintenance and Creation (SOP)

•Staff training

•Cross training

•Research & development

•Claim Adjudication

•Pharmacy software

•Property Preservation

•Stocking

•Cleaning

•Events management

•Concession Stand

•Valet parking

•Parking Garage Cleanup

•Upselling

Certifications and Licenses

Driver's License

State Tested Nursing Assistant License (STNA)

June 2000 to June 2001

Assessments

Delivery driver — Proficient

January 2022

Interpreting instructions or signs and solving problems Full results: Proficient

Retail customer service — Proficient

May 2022

Responding to customer situations in a retail setting Full results: Proficient

Work style: Reliability — Proficient

January 2022

Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient

Administrative assistant/receptionist — Proficient

February 2022

Using basic scheduling and organizational skills in an office setting Full results: Proficient

(Indeed Assessments provides skills tests that are not indicative of a license or certification or continued development in any professional field.)

Additional Information

SKILLS

Adaptability/flexibility- Adapts to change, is open to new ideas, takes on new responsibilities, and works well in high-pressure situations.

Communications Skills (listening, verbal, written)

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