Multifaceted Administrative and Customer Support Professional
Resume:
Terry L Garland
*** * ****** **., *****, IN ***** * 765-***-***** **************@*****.***
Receptionist American Senior Communities, Indianapolis, IN
October 2024 to June 2025
Answer phones and monitor visitors coming into the facility
Assist staff with inquiries
Assist family members with questions regarding any issues
Customer Service Representative First Merchants Bank, Daleville, IN
June 2023 to March 2024
Provide customers with information on financial accounts
Educate customers on available products available for their needs
Inbound calls assisting customers with their banking questions
Utilized knowledge library for extra research
Medicare Appeals Representative Federal Hearings and Appeals Services, Inc., Muncie, IN
August 2022 to March 2023
Working from home for Federal Hearings & Appeals, Inc (FHAS) based out of Pennsylvania
Contractor for National Government Services (NGS)
Research Medicaid appeals request
Follow Medicaid policies to determine outcome of billings.
Review documentation supplied by providers and beneficiaries
Work with Medical Clinician to determine Medicare processes are followed correctly
Clinical Trials Billing Specialist Indiana University Health Ball Memorial Hospital, Muncie, IN
May 2017 to January 2022
Review contracts for research study projects
Create invoice for research studies for applicable expenses
Process payments for investigator and patient stipends
Deposit payments, track revenue and study expenses
Customer Service Representative Navient Solutions, Fishers IN
May 2013 to May 2017
Educate customers on payment plan options, eliminating default and delinquent payment status for student loans
Assist customer with account questions regarding options for payment plans
Utilized online training for various issues, used knowledge library to research solutions
Answer inbound calls, process student loan payments, and suggest alternative payment options
Rose Internation Employment Agency - Missouri
Temporary assignment with Aetna Fort Wayne IN
May 2012 to May 2013
Set up insurance policy plans for the Affordable Care Act
Educating customers on Flexible payment accounts
Customer support regarding approved expenses
Education
Bachelor of Arts in Management and Communications
Concordia University of Wisconsin Fort Wayne, IN
Additional Information
Managed 24 call center representatives
Worked in an inbound call center as a representative, team lead, and supervisor
Trained, coached, and evaluated job performance of Call Center Representatives
Worked closely with clients to ensure job requirements were met
Excell 2016 and Word 2010
Accounts Payable/Accounts Receivable, General Ledger, monthly closings
ADP Payroll, time sheets, scheduling
Monitored call volumes using Symposium programs
Processed monthly management data reports
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