AMADOU GUEYE

• Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
• Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
• Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
• Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
• Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
• Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
• Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
• Identified, analyzed, and researched systemic issues and made recommendations for resolution.
• Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.

• Collected on delinquent accounts to reduce overdue balances.
• Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
• Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
• Developed strong relationships with customers to foster timely payments and account resolution.

Identify customers with outstanding debts. Contact and track debtors, encouraging timely repayment.

Handle customer questions, complaints, and inquiries.
Create and implement debt collection courses of action. Negotiate specific payment plan arrangements with debtors by making about 35 calls per hour then collect per day more than $ 1.000.000 per day.

• Prepared and submitted legal documents to initiate court proceedings.
• Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
• Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
• Initiated repossession process or service disconnection upon failure of other collection methods.
• Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
• Generated and distributed monthly customer statements.
• Investigated customer credit references and approved credit lines.
• Developed and documented collection procedures and policies to comply with government regulations.
• Analyzed customer financial records to determine appropriate payment plan.
• Researched billing errors and discrepancies to initiate corrective action.
• Responded to customer inquiries and provided detailed account information.
• Entered client details and notes into system for interdepartmental access and review.

Communicated with insurance providers to resolve denied claims and resubmitted.

• Posted and adjusted payments from insurance companies.
• Communicated effectively and extensively with other departments to resolve claims issues.
• Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting positive customer experience.
• Located errors and promptly refiled rejected claims.
• Identified and resolved patient billing and payment issues.
• Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
• Ensured timely submission of claims to various insurance carriers, resulting in prompt payment for services rendered.
• Maintained strong working relationships with healthcare providers, fostering clear communication regarding billing-related matters.
• Managed patient accounts effectively, resolving discrepancies and addressing outstanding balances in timely manner.
• Enhanced revenue collection through diligent follow-up on unpaid claims and denials with insurance companies.
• Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
• Researched CPT and ICD-9 coding discrepancies for compliance and reimbursement accuracy.
• Collected payments and applied to patient accounts.
• Precisely completed appropriate claims paperwork, documentation and system entry.
• Precisely evaluated and verified benefits and eligibility.
• Provided exceptional customer service to both patients and insurance representatives, resolving inquiries quickly and professionally.
• Filed and updated patient information and medical records.
• Coordinated with other departments to address any discrepancies or concerns related to charge capture or data entry accuracy.

• Set appointments with salespeople and potential customers.
• Provided potential customers with information about upcoming promotions and events to acquire interest in scheduling appointment.
• Prioritized tasks efficiently to ensure all daily call quotas were met or exceeded without compromising quality of service.
• Answered phone calls and answered questions from potential customers.
• Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
• Utilized CRM system to track and manage leads, keeping appointments organized.
• Acted as first point of contact and set appointments for prospective clients.
• Maintained detailed records of all appointment setting activities, ensuring accurate reporting and analysis of key performance metrics.
• Used CRM software to accurately track progress on appointment setting goals and analyze trends for continuous improvement.
• Collaborated with sales team members to share leads and strategies for securing appointments with high-level decisionmakers.
• Communicated with management to provide feedback on value and productiveness of appointment setting process.
• Assisted in training new Appointment Setters on best practices for effective communication and time management strategies.

• Contributed to a positive work environment with strong collaboration between team members in a bilingual call center setting.

I used to sell tools, construction products, appliances, and services, including fuel and transportation rentals.

• Conducted quality assurance checks for translated materials, ensuring accuracy and consistency in all bilingual communications.
• Provided comprehensive product information, addressing customer concerns effectively in their preferred language.
• Participated in ongoing training sessions to stay current on industry trends and developments, ensuring optimal performance as a Bilingual CSR.
• Maintained thorough knowledge of company policies, procedures, and offerings to confidently address questions from diverse clientele in both languages.
• Balanced multiple priorities within a fast-paced environment, consistently meeting deadlines and delivering superior customer service.
• Delivered outstanding service by adapting communication styles according to each client''s cultural preferences and language requirements.
• Promoted brand loyalty through excellent rapport-building techniques when communicating with customers from diverse backgrounds.
• Collaborated closely with other departments, ensuring seamless coordination when addressing multilingual customer queries or complaints.
• Managed escalated cases proficiently, using advanced negotiation skills to maintain positive relationships with clients who spoke either English or Spanish fluently.
• Enhanced customer satisfaction by providing timely and accurate responses to inquiries in both English and Spanish.
• Streamlined communication for non-English speaking customers, offering seamless assistance and support.
• Resolved complex issues by leveraging bilingual skills to understand customer needs and provide effective solutions.
• Supported sales initiatives by upselling relevant products or services based on clients'' needs and interests, utilizing bilingual capabilities.
• Improved overall efficiency by translating company documents and communications for non-English speaking staff members.

• Reduced errors in claim submissions by providing clear guidance to policyholders on required documentation and information needed for processing.
• Enhanced customer satisfaction by efficiently resolving claims and addressing policyholder concerns.
• Streamlined claims processing for quicker resolutions, utilizing thorough investigation techniques and attention to detail.
• Implemented process improvements based on feedback from clients and team members, driving continuous enhancements in efficiency and effectiveness in claims handling.
• Maintained up-to-date knowledge on industry trends, contributing to team expertise in handling complex claims scenarios.
• Contributed to a client-centric culture by consistently providing empathetic support during stressful claims experiences, reinforcing the company''s commitment to exceptional service.
• Advised customers on required information for claim submissions to progress applications.

• Explained survey objectives and procedures to interviewees.
• Adjusted scripts to better target needs and interests of specific individuals.
• Enhanced respondent engagement by employing active listening skills and demonstrating empathy throughout the interview process.
• Improved survey response rates by developing rapport with respondents and utilizing effective communication skills.
• Conducted thorough interviews for accurate data collection, resulting in high-quality research outcomes.
• Maintained detailed records of survey responses, ensuring data integrity and easy access for analysis.
• Facilitated smooth transitions between questions by using appropriate prompts tailored to individual respondent needs.
• Convinced unwilling individuals by using logical, persuasive rebuttals.
• Utilized time management skills effectively to conduct multiple interviews daily while maintaining a high level of quality in each interaction.
• Developed clear understanding of research objectives before conducting surveys, enhancing the relevance of gathered information for study purposes.
• Resolved respondent concerns professionally, leading to increased trust in the survey process and higher completion rates.
• Stayed current on industry trends and research methodologies, allowing for continuous improvement in survey interviewing techniques.