Customer Service & Operations Professional with Insurance Focus
Resume:
Darla Morgan
Detroit, MI *****
morgantateps@gmail.c
To be an asset to whatever team and department that I am assigned to Authorized to work in
the US for any
employer
Work Experience
Customer Service Representative
Morley Companies - Saginaw, MI
March 2023 to March 2024
Give exceptional customer service to all members of Blue Cross/Blue Shield. Advise members regarding insurance claims resolutions. Advise members in understanding their insurance coverage according to Medicare guidelines. Advise members about the coverage of their medications, if any, through the CVS and Caremark systems. Advise providers on denied claims using the IKA system and Formulary listings.
Operations Specialist I
United Wholesale Mortgage - Pontiac, MI
June 2021 to January 2023
Analyzed and processed appraisals that were in UWM's pipeline to be immediately sent to the Underwriting department for approval for closings. Verified that realtors and realtors' office were up-todate per the state that the realtor and realtors' offices were in. Checked the registration through the states' program. Customer Care Advocate
Dialog Direct - Highland Park,
MI May 2020 to May 2020
In training to assist DTE customers with their bills.
• Trained to accurately read the bill and interpret bill to customers.
• Assisted customers to enter into different programs that will help them to pay bills in a timely manner.
Customer Care Advocate
Dialog Direct - Troy, MI
March 2020 to May 2020
• In training to assist DTE customers with their bills.
• Trained to accurately read the bill and interpret bill to customers.
• Assisted customers to enter into different programs that will help them to pay bills in a timely manner.
Customer Care Representative
Logisticare - Southfield, MI
October 2019 to March 2020
• Assisted customers in making sure of medical transportation arrivals and pickups.
• Assisting customers in translation of medical insurance rules and regulations. Concierge
MCM Staffing - Livonia, MI
July 2019 to August 2019
Assisted Toyota dealerships in scheduling maintenance appointments with dealers. Extern-Medical Biller
Phoenix Medical Equipment - Dearborn, MI
March 2017 to March 2017
• Assisted consumers at counter with decision making of medical merchandise.
• Instituted strong communication and verbal skills to bring customer satisfaction.
• Assisted in making outbound calls to providers to correct billing issues. Customer Service Representative
Morgan-Tate Professional Services, LLC - Detroit, MI January 2013 to June 2013
• Assisted with inbound customer calls regarding billing and light technical skills.
• Coordinated with technical department to bring full customer satisfaction. Condo Insurance Specialist
Aerotek - Southfield, MI
May 2012 to January 2013
• Assisted condo associations with preparing documents for closing.
• Assisted with inbound calls from consumers regarding correct documents for closing.
Customer Service Representative
A.F.N.I., Inc - Tucson, AZ
January 2011 to January 2012
• Assisted consumers with billing issues and corrections of bills.
• Made decisions on extensions of payments of bills creating customer satisfaction.
• Assisted with technical department to perform light technical duties. Education
Diploma in Medical Administrative Billing and Coding Dorsey Schools - Dearborn, MI
January 2016 to March 2017
Diploma in Medical Assistant
Everest Institute - Dearborn, MI
January 2008 to March 2009
High school diploma or GED in Liberal Arts
Holly High School - Holly, MI
June 1973 to June 1975
Skills
• Keep a steady and open flow of communication to prevent a negative impact on the number of loans the company can process over time. (10+ years)
• Skilled at collaborating well to get the information needed from other members of the lending team in a timely fashion. (10+ years)
• Able to communicate the reasons why an application was flagged and rejected clearly so that the loan officer can relay that important information back to the applicant. (10+ years)
• Ensure that the specifications of properties and terms of their loans meet the requirements of the financial institution and the government regulations. (10+ years)
• Document the relevant reasons for the approval and disapproval of loans and add the following documentation into their loan file. (10+ years)
• Return files to the original loan office where a loan committee reviews the file accordingly. (3 years)
• Excellent document review skills (10+ years)
• Microsoft Office (5 years)
• Customer service (10+ years)
• Loan Origination (5 years)
• Insurance Verification (1 year)
• HIPAA
• Typing
• Documentation review
• Clerical experience
• Live chat
• Research
• Analysis skills
• Negotiation
• Conflict management
• Financial services
• Scripting
• DocuSign
• Windows
• Remote access software
• Databases
• Trained in medical terminology by schooling at Dorsey Schools and Everest Institute
• Starting school online at Stautzenberger College June 10, 2024 to refresh my Medical Billing and Coding skills. Certifications and Licenses
Driver's License
November 2020 to January 2025
Assessments
Sales skills — Proficient
October 2020
Influencing and negotiating with
customers Full results: Proficient
Outside sales — Proficient
September 2020
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Proficient
Inside sales — Proficient
September 2020
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Proficient
Customer service — Proficient
February 2020
Identifying and resolving common customer issues
Full results: Proficient
Analyzing data — Completed
February 2020
Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data.
Full results: Completed
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