Customer Relations Manager/ Medical Billing Analyst/ Customer Service

Jonnelle Thomas

701
Hampton Dr. Sandy Springs Ga. 30350 770-856-3731 (H) - -
jonnelle.reives@yahoo.com

Summary

I am an Innovative, hard working person
who effectively executes process changes to improve operational efficiency. I
am result-oriented with diverse background in management, customer service, and
Administrative assistance. I am dedicated to providing excellent work and
making operational and procedural improvements.

Highlights

â—

World-Class
Customer Service

â—

Call Center
Operations

â—

Troubleshooting/
Problem Solving

â—

Technical/User
Support

â—

Up-Selling/Sales
Support

â—

Complaint
Handling

â—

Customer Order
Fulfillment

â—

Reports &
Documentation

â—

Persuasive

â— Focused on
customer satisfaction

â— Microsoft
Outlook, Word and Excel 2010

â—

Deadline-oriented

â— Meticulous
attention to detail

â— Excellent time
management skills

â—
Skilled trainer

Accomplishments

Exemplifies
excellent customer service... consistently thinks outside the box and finds
creative ways to solve customer problems... Identifies opportunities to increase
customer retention and satisfaction through the use of up/cross-selling
strategies and excellent communication skills... well organized, with the ability
to multitask and prioritize workload... documents in detail all interactions with
customers..." (2008 Performance Review, Bank of America)

"Top Performer" Award,
2009 Bank of America

Promoted to Call Center
Manager in 2009

Handles
the demands of a high-volume customer service desk with ease... exemplary
customer service

and
complaint handling skills... dedicated and reliable..." (2012 Performance Review,
Labcorp)

Consistently ranked in top percentile of
enrollment for retention.

Recognized as a positive leader for
enrollment.

Recognized for building trust and true sign of
customer service excellence.

Selected and attended Management Preparation Training Charlotte
NC-December 2009

Experience

Three Bridges Consulting March
2013

Medical
Billing Analyst

Alpheretta,
Ga

-Pulling explanations of benefits from
insurance companies off the internet portal

-Payment
entry

-Claim
follow up (Talking to patients and insurance companies to determine why claims
aren't being paid or if there are problems with the claims)

-Accounts
Receivable

-A
lot of interaction with insurance companies to collect payment or resolve
issues with claims (figuring out why claims aren't paid and if there are errors
with the claims.

Labcorp
December
2011 to Feb 2013

Patient Billing Management

Burlington, NC

Provided accurate and
appropriate information in response to customer inquiries.

Demonstrated mastery of
customer service call script within specified timeframes.

Addressed customer
service inquiries in a timely and accurate fashion.

Collect payments and/or
filed insurance for patients

Experienced in ICD-9
Procedure Codes Insurance Verification and Filing

Mohawk March
2011 to December 2011

Customer Relations Management

Greensboro, NC

Performs various customer service
duties such as: waiting on customers, assisting customers in

determining
order requirements, answering customer inquiries, providing samples, providing
direction/selection assistance, completing sales transactions, and accepting
payments.

Performs
various office administration duties such as processing payments and receipts,
reconciliation of DSR's and cash box,

Verizon
Wireless November
2010 to March 2011

Customer Service (Temp Seasonal)

Greensboro, NC

Earned
management trust by serving as key holder and responsibly opening and closing
store. Described product to customers, and accurately explained details and
care of merchandise.

Answered
questions regarding store and products, while maintaining knowledge of current
sales and store promotions

Communicated with vendors
regarding back order availability, future inventory and special orders.

Bank
of America July
2006 to September 2008

HELOC and Customer Service
Management

Greensboro, NC

Cross-trained
and provided back-up for other customer service representatives when needed.
Determined rate locks, issuance of disclosures and overage and underage and fee
waivers.

Managed
wide variety of customer service and administrative tasks to resolve customer
issues quickly and efficiently.

Expert
in customer care/communications, problem solving, relationship building and
user training and support.

Developed
reputation as an efficient service provider with high levels of accuracy.

Provided
expert financial advice on mortgage, educational and personal loans.
Implemented annual performance reviews

Determined rate locks,
issuance of disclosures and overage and underage and fee waivers.

Citigroup September
2005 to July 2006

Customer Service Rep

Mcleansville, NC

Educated customers on the
variety of loan products and available credit options.

Accepted
payments

Upsold
additional credit protection

Gave
financial advice

Offered
lower interest rate credit

Cingular
Wireless October
2004 to October 2005

Customer Service Rep

Greensboro, NC

Collected
customer feedback and made process changes to exceed customer satisfaction
goals. Provided accurate and appropriate information in response to customer
inquiries

Addressed customer
service inquiries in a timely and accurate fashion.

Developed
effective relationships with all call center departments through clear
communication. Properly directed inbound calls in phone queues to improve call
flow.

Education

Lake Charles
Boston

2001

General

High School Diploma

Lake Charles, LA, USA

3.0 GPA

Guilford TechBusiness

pending

Jamestown, NC, USA

  • ID#: 69620
  • Location: Atlanta, GA , 30350

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