Customer Service Call Center
Resume:
Angela Reynolds
********.******@***.***
Successful supervisor and customer service professional with a solid record of accomplishments. In addition, emphasizing a broad range of financially related matters to include significant cost reductions, customer sales, distribution and production statistics, billing, and service, strategic planning, assets management, and personnel training and development. I am experienced in processing medical billing reconciliation, call center – customer service telephone specialist, experienced several clerical duties and escalations and redirection.
Professional Background:
Skilled in supervising in call center customer service and sales quotas
Experienced cashier, payroll accounting, accounts payable/receivable and customer service representative
Experienced in clerical duties, business letters to customers, and variety of administrative tasks
Demonstrated attention to detail and ability to work in a self-directed manner
Escalation/Resolution -Redirection Skills
Proficient in MS Office Suite: Word, Excel, PowerPoint, and Outlook.
Restaurant/Bar management experienced
Experience:
ADP (automatic Data Processing) Temps AZ
ADP Payroll Specialists August 2021 - October 2022
Responsible for ensuring that their company’s payroll is processed accurately and on time. They commonly work with a team of other HR professionals to ensure that all employees receive the correct amount of pay, benefits, and tax withholdings.Also responsible for handling any issues or concerns that arise from this process. This might include anything from resolving errors in an employee’s paycheck to answering questions about their benefits package.
ADP Payroll Specialist Job Duties
ADP payroll specialists have a wide range of responsibilities, which can include:
Processing new hire paperwork, including signing employment contracts and conducting background checks
Reviewing payroll reports to ensure they are accurate and timely
Assisting in managing leave of absence requests, including administering leave accruals and processing payments during leaves of absence
Providing support to managers by answering questions regarding federal and state labor laws
Processing payroll for all employees in the company, including hourly workers and salaried executives
Calculating and administering payroll taxes (income tax withholdings, Social Security, Medicare, etc.)
Preparing reports detailing payroll activity for each employee
Preparing reports detailing payroll activity for each department or division within the company
Processing and tracking employees’ requests for time off from work, including overtime requests and other scheduling changes
Mckesson -Scottsdale, Arizona WAH
Oncology Case Manager
September 2020 to November 2020
fast paced, high-volume contact center
environment with a variety of product support programs managing complex
reimbursement issues. Works closely with healthcare providers and patients to assist with appeal management for claim denials. Works with physicians and
payers to advocate for product specific coverage per payer specific P&T Committee protocol therefore, must possess the ability to communicate product
benefits and efficacy and positively influence payer policy. Must have an
in-depth understanding of insurance plans and benefit structures in order to obtain detailed benefit information and maximize plan benefits. Obtains payer specific prior authorization procedures and documentation requirements if applicable and facilitate the prior authorization process for patients and
healthcare providers. Needs to have an in-depth understanding of Medicare and Medicaid programs in order to effectively utilize internal,
conduct external research to identify alternate funding sources.
CVS Caremark: Tempe, AZ
Pharmacy Member Services Specialist (Temp assignment)
April 2018- April- 2018
This position involves extensive member contact via the telephone. Handles inbound/outbound calls from participants and/or prescribers when needed to start and process order requests. Ability to research and investigate orders using People Safe and LINKS. Research issues sent by Customer Care, Account Managers, internal customers and Quality Assurance relative to the customer service experience. Notifying requestor of decisions, changes, or other relevant information pertaining to request/inquiry. Responsible for researching and resolving payment issues. Call to offer a direct sale of medications to participants and posting payments to the proper account.
Humana Inc.: Tempe, AZ Pharmacy Enrollment Specialist August 2012 to March 2015 promoted to Resolution Specialist March 2015 to May 2016
Customer escalations for product and billing resolve. Refills and HIPPA issues
Inbound telephone customer services assisting customers with pharmacy benefits
Educated customers on products, cost savings, and advised on drug interactions
(SME; Subject Matter Expert) Trainer: Customer pharmaceutical sales and services
Bobby C’s Lounge & Grill: Phoenix, AZ Oct 2003-Aug 2005; Dec 2007 to Mar 2012
Owner Operator/Manager/Bartender:
Supervised 15-20 restaurant and bar staff
Ordering restaurant/bar supplies; maintained restaurant/bar licensing
Payroll; accounts payable/receivable
Agilent Technologies (Hewlett-Packard) Denver, Colorado Jun 1996 to Jul 2003 returned Nov 2005 to Jan 2007
Instrument Support Center Order Manager
Managed/Supervised 20-25 employees in sales and customer service
Customer product fulfillment; escalations manager
Accounting; Customer billing, collections, and bill reconciliations
Inventory manager; ordering product, project planning, and coordinating customer deliveries
Muzak LLC: Phoenix, Arizona August 2002-2003
Accounts Receivable Clerk
Collect data and product reports for accounts receivable
Reconciled accounts, prepared billing statements, and created manual invoices
Processed payments for the Southwest Region
Education: Bachelors of Science: Business Administration (incomplete)
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