Customer Service & Administrative Specialist
Resume:
Nancy L Otero
Thornton, Co.*****~
*********@*****.***
EDUCATION:
Technical Vocational Institute
Albuquerque, New Mexico
Taos High School- Diploma
Taos, New Mexico
COMPETENCIES:
● Superior Customer Service ~Process Improvement ~Financial Services ~Business Operations~Billing
WORK EXPERIENCE:
Horseshoe Casino
Aug 2025-current
Cage Cashier
● Cashier duties (counting, buying, selling cash to and from vault, paying out tito tickets, cash advances e-checks, gaming tickets, customer service.
DTEC/Down to Earth Compliance May 2021-Sept. 2024
Billing
• Monitoring Employee Time Sheets
• Calculate Employee time to work orders
• Create Invoices
• Send Invoices, Pay Applications, Waivers to Clients via email, portals, mail
• A/R calls for aging Invoices and weekly follow-up
• Filing and reorganize
• Translate for New Employees
• Customer Service
SCL Health-Broomfield, Colorado Nov.2015-June.2020 Cash Revenue Dept-PDT(Payment Detail Team)
Worked thru spreadsheets then transferred online
• Worked thoroughly with Lockboxes
• Work assigned queues by end of day
• Download files for Posting Team
• Gather and make calls to retrieve Remits (insurance) from Payors
• Transfer (835's electronic files) from Change Healthcare to Onbase (balance) Cash Posting:
• Post payments to Hospitals and Physicians- both manual and thru Onbase
• Assist with other employees to make EOM goals.
Correspondence:
• Load paper mail to to the correct departments
• Distribute mail to correct departments
Clerical
• Mail checks to Payors
• Payroll
• Filing
• Maintaining all Files for employees
Kaiser Permanente (Temp Agency: Rose International)-Denver, Colorado Oct.2014-Sept.2015
Medical Records Clerk
• Support manager and department on special projects and assignments
• Import images into and create accession numbers for the Radiology PACS software
• Scan, index and organize documents into the Online Document Center software
• Import documents into the EPIC Election Medical Record
• Perform other duties as needed
US Bank-Denver, Colorado
Nov.2012-Oct. 2014
Senior Personal Banker
• Gathered and recorded data on financial accounts
• Researched and resolved financial discrepancies
• Verified personal information related to customer accounts
• Compiled and reviewed reports related to fraud
• Researched and resolved internal and external customer issues
• Processed internal and external customer emails, phone calls and other inquiries with the highest level of customer service
• Processed customer accounts which included opening/closing accounts, transmitting funds and loans
Partner Credit Union-Arvada, Colorado
Mar.2005-Feb.2011
Credit Card Specialist
*Promoted from Customer Service Representative to Credit Card Specialist in October 2005 Built processes and procedures for creating and ordering debit cards. These procedures included, how to research and resolve customer disputes and debit card errors Managed debit card/credit card shipments from branch-to-branch Gathered and analyzed data on end-of-day reports to assure inventory was accurate Processed customer accounts which included opening/closing accounts, transmitting funds and loans
Audited customer files to assure all documents were completed for loan finalization and to avoid penalties
Maria Montoya
Down To Earth Compliance (DTEC)
Rhonda Harhagar
SCL Health
******.********@*****.***
Dru Beard
Partner Credit Union
303-***-**** x 9064
******@*****************.***
Lorraine Macedo
Radiology File Room Lead ROI/Radiology File Room Supervisor Title Clerk ********.*.******@**.***
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