Retention Specialist Resume USSpecialist - Hire IT People

PROFILE
A Customer Service professional with over eleven years’ experience in Healthcare, Financial Services, Fraud, Collection, E-Commerce and Administration.

Motivated and results-oriented with a drive to succeed.
Strong communication skills including effective group’s presentations and individual issues resolution.
Demonstrated talent for customer relations; able to assess client’s needs and utilize all existing resources on their behalf.
Outstanding organizational skills with aptitude for locating problem areas and increasing operational efficiency.
Adapts quickly to new situations.
Excel, Word, Access, Outlook and Kana.

EXPERIENCE
Confidential,Retention Specialist 2011 to 2012

Handle inbound call on customer existing account to support and retain long-term satisfaction.
Understand customers’ legal needs and educate them on offerings that would most benefit them.
Re-setting pass words, trouble shooting on printing issues and reviewing accounts with disputed issues do to monthly payment.

Confidential,Billing Suspension Administrator 2008 to 2011

Evaluated all completed Certificates of Medical Necessity (CMNs) and processed prescription requests.
Followed up on past due prescriptions through a suspension billing report, in order to facilitate reimbursement.
Communicated with physicians, insurance companies and patients to ensure appropriate information was obtained in compliance with applicable standards and regulations.
Mastered ICD-9-CM (International Classification of Diseases Clinical Modification) and H.C.PC.S (Health Care Procedure Coding System).

Confidential,Loan Servicing Administrator 2003 to 2008

Tracked and followed up on all matters relating to payment of property taxes.
Monitored tax delinquencies through establishment of payment plan.
Made premium payments for hazard, flood and primary mortgage insurance.
Processed and verified power of attorneys, conservator ships and guardianship appointments.
Researched customer and management requests for files / documents.
Trained new associates.

Confidential,Operations Specialist (Assets/Sales and Marketing Management) 2002 to 2003

Interacted via phone with both internal and external customers on accounts sold to outside collection agencies.
Kept of daily log of incoming phone calls.
Reviewed correspondence, drafted letters.
Reviewed and repurchased accounts do to fraud or bankruptcy.
Call Quality Specialist (E-Commerce) 2001 to 2002

EDUCATION
Regional Occupational Programming - Course work in basic computer skills. Confidential,San Francisco - Course work in Liberal Arts completed.

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