ALICEA MCNEAL
Spring,TX
Summary
Experienced individual providing high-quality administrative support to various departments. Highly organized and detail-oriented with great multitasking and task prioritization skills.
Overview
15
15
years of professional experience
Work History
Tier IV Scheduler (Remote Position)
Advance Health
12.2021 - 05.2023
- Communicated and followed up with plan members to ensure understanding of programs, enhancing overall customer satisfaction.
- Facilitated successful patient navigation through surgery review process, consistently exceeding program metrics and expectations.
- Efficiently managed diverse caseload spanning various clients and surgical categories, demonstrating strong organizational skills.
- Coordinated scheduling and approval processes from initial surgery requests to patient placement, ensuring seamless operations.
- Collaborated with multiple providers, clinics, and management to resolve issues and obtain necessary pre-authorizations.
- Conducted remote meetings and conferences using Zoom, ensuring effective communication and collaboration among team members.
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
Receptionist (Part Time) /Senior Customer Service Representative Lead
Berlitz Language Center
06.2018 - 08.2021
- Maintained optimal appearance of Berlitz Language Center by organizing and coordinating cleaning and maintenance, ensuring professional and welcoming environment for clients
- Ensured maximum customer satisfaction by managing 30+ client expectations and addressing their needs promptly, resulting in long-term relationships and high re-enrollment rates
- Effectively oversaw day-to-day operations of Berlitz Learning Center, handling administrative tasks efficiently and facilitating seamless functioning of Berlitz
- Provided essential support for customer retention and acquisition sales activities, tracking marketing campaigns and their impact, contributing to increased student enrollment and revenue growth
- Diligently maintained accurate records of customer interactions and transactions, ensuring seamless flow of information and facilitating improved customer service.
- Answered phone promptly and directed incoming calls to correct offices.
Sr. Risk Representative
Capital One
11.2015 - 12.2017
- Managed 50 delinquent customer accounts through inbound and outbound calls, employing communication and negotiation skills to recover outstanding balances
- Educated customers on their account status and tactfully negotiated payment arrangements to promote financial stability and sustain their creditworthiness
- Fostered enduring relationships with Capital One clients, providing necessary tools and support for credit rebuilding
- Maintained meticulous and compliant customer account documentation per company policies and regulations
- Conducted extensive customer interactions via both automated 'dialer' systems and manual methods to facilitate account resolution efficiently.
- Enhanced company reputation by providing exceptional customer service and support.
Hospital Research Representative
Conifer Health Solutions
01.2008 - 08.2015
- Enhanced patient satisfaction scores through continuous commitment to care, including analysis of survey data
- Collaborated with 10 healthcare partners to build patient loyalty and trust
- Conducted detailed analysis of patient feedback, identifying trends and formulating targeted survey questions to improve service quality across departments.
- Streamlined research processes for improved efficiency and accuracy in project outcomes.
Education
Associate of Science - Nursing
Central Texas College
Killeen, TX01.2020
Skills
- Customer Relationship Management
- Remote Work Management
- Data Entry (Proficient)
- Computer Skills
- Critical Thinking
- Microsoft Office Suite
- Healthcare Industry Knowledge
- Medical Terminology
Notes
Dates are concise due to family's military relocation.
Timeline
Tier IV Scheduler (Remote Position)
Advance Health
12.2021 - 05.2023
Receptionist (Part Time) /Senior Customer Service Representative Lead
Berlitz Language Center
06.2018 - 08.2021
Sr. Risk Representative
Capital One
11.2015 - 12.2017
Hospital Research Representative
Conifer Health Solutions
01.2008 - 08.2015
Associate of Science - Nursing
Central Texas College