Lacresia Willis
Nashville,TN
Summary
Experienced professional looking to utilize over 10 years of experience in account management, customer service, fraud case analysis, Medicaid and Medicare appeals, and administrative assistance. Skilled in building strong relationships with colleagues and customers, understanding their needs, and providing tailored solutions. Ability to prioritize, multi-task, and manage to meet specific timeframes
Overview
15
15
years of professional experience
Work History
Account Manager
FLEETCOR
02.2022 - Current
- Work directly with clients to provide day-to-day account support and problem resolution through inbound emails and phone calls
- Collaborate with Sales Managers to ensure the customer is supported in the utilization of card services and maintaining their accounts and records needed to maintain the financial aspect of their business
- Access accounts through various systems in order to provide credit limit increases, make payments, access locked accounts, and provide access to account information and maintenance
- Issue, block, and monitor cards based on the customer's business needs
- Maintain monthly reports for business needs and ensure they are received in a timely manner.
TennCare Appeals Specialist
CTD Staffing (State of Tennessee)
06.2021 - 02.2022
- Update appellants' information regarding their decision for the appeal process based on TennCare Medicaid/Medicare eligibility policy for hearing procedures
- Review and examine past court hearings and legal documents for reference for the appeals process
- Carry out administrative tasks by communicating with clients, distributing TennCare appeal decisions and packets, and scanning documents
- Assist the office with incoming information provided by appellants.
Insurance Oversight Analyst
Cognosante, LLC
12.2020 - 04.2021
- Identify and solve consumer disputes related to their elected healthcare coverage as outlined on their Form 1095-A
- Make outbound calls to consumers to gather information or deliver the outcome of our research
- Report findings for continuous process improvement of the resolution and reconciliation process.
Customer Care Specialist /Account Manager
SmileDirectClub
11.2017 - 03.2020
- Help cultivate the refund team by creating new procedures and protocols to ensure patients get refunded or their balance adjusted accordingly
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Keep records of customer interactions or transactions, details of inquiries, complaints, comments, and actions taken
- Provide customer service to patients regarding billing information, appointments, knowledge and advise on various services
- Act as a liaison between various teams to assist the customer in the best way possible.
Fraud Prevention Analyst
FLEETCOR
10.2016 - 11.2017
- Write reports or case summaries to document investigations
- Conduct in-depth investigations of suspicious financial activity, such as suspected money-laundering efforts and company misuse of funds
- Analyze financial data to detect irregularities in areas such as billing trends, financial relationships, and regulatory compliance procedures
- Input all information regarding fraud investigations into detailed reports that were submitted to clients
- Implement and maintain fraud detection tools and procedures
- Maintain knowledge of current events and trends in areas of money laundering and criminal tools and techniques
- Recommend action in fraud cases.
Fraud Case Manager
Xerox- Apple
10.2015 - 10.2016
- Verify customer's information on placed orders to ensure no fraudulent orders have been placed
- Research and analyze online orders using multiple systems to secure and protect customers identity
- Utilize critical thinking skills to ensure quality decisions on valid orders to prevent unnecessary cancellations.
Recruiter/ Administrative Assistance
Goodwill Career Solutions
09.2013 - 06.2015
- Collaborate with various employers looking to hire new candidates for new job opportunities and refer them to qualified job applicants
- Organize and facilitate job fairs and coordinate with companies to provide quality candidates for job opportunities
- Arrange for advertising and creating postings for job vacancies and notify eligible workers of position availability
- Process and review employment applications to evaluate qualifications and eligibility of applicants
- Develop and implement recruiting strategies to meet current and anticipated staffing needs.
Administrative Assistant
Smart Buy Auto Sales
06.2011 - 08.2014
- Prepare invoices, letters, memos, and financial statements using word processing, excel and database presentation software
- Maintain travel arrangements and schedule for owner and business partners
- Maintain customers account to obtain auto payments, secure down payments, and facilitate trade-ins, repossessions, and returns for vehicles.
Salon Assistant Manager
Looking Glass Salon
05.2009 - 08.2012
- Maintain the order and cleanliness of the salon
- Maintain the schedule of the salon to ensure the efficiency of stylist and client's time
- Develop relationships with wholesalers to ensure product in the store for retail
- Schedule trips to various shows to market the salon.
Education
Technical -
Paul Mitchell the School
Nashville, TN06.2012
High School Diploma -
East Literature Magnet School
Nashville, TN06.2011
Skills
- Customer service
- Communication skills
- Account Management
- Teamwork and Collaboration
- Client Relationship Management
- Collections processing
Timeline
Account Manager
FLEETCOR
02.2022 - Current
TennCare Appeals Specialist
CTD Staffing (State of Tennessee)
06.2021 - 02.2022
Insurance Oversight Analyst
Cognosante, LLC
12.2020 - 04.2021
Customer Care Specialist /Account Manager
SmileDirectClub
11.2017 - 03.2020
Fraud Prevention Analyst
FLEETCOR
10.2016 - 11.2017
Fraud Case Manager
Xerox- Apple
10.2015 - 10.2016
Recruiter/ Administrative Assistance
Goodwill Career Solutions
09.2013 - 06.2015
Administrative Assistant
Smart Buy Auto Sales
06.2011 - 08.2014
Salon Assistant Manager
Looking Glass Salon
05.2009 - 08.2012
Technical -
Paul Mitchell the School
High School Diploma -
East Literature Magnet School