Ananyah Hawkins
Clyde,TX
Summary
Knowledgeable Dedicated and Proactive Customer Support Professional with 18+ years of experience in the Customer Support Industry. Efficient and Precise Data Entry Experience, Organized and dedicated with proven track record of providing exceptional customer support in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments. Skilled in Handling files, Documentation Management, Formulas and Pivot Tables within Microsoft Excel, Smartsheet, Project Support and Inventory Allocation. Proficient in maintaining stringent financial controls timelines, Data Entry, CRM System and Salesforce, Google suite, and Sharepoint, Abilities.
Overview
18
18
years of professional experience
Work History
ESB Commercial Policy Processor
Ask Consulting/ Homesite
03.2023 - Current
- Checked documentation for accuracy and validity on updated systems.
- Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
- Verified client information by analyzing existing evidence on file.
- Generated, posted and attached information to claim files.
- Modified, updated and processed existing policies.
- Coordinated with contracting department to resolve payer issues.
- Reviewed and Processed over 100+ commercial policies on a frequent basis.
- Managed workflow scheduling, data entry and accuracy verification for large data projects.
- Scanned documents and saved in database to keep records of essential organizational information.
Insurance Claims Specialist 1 (Contract)
Allsups Inc.
05.2022 - 08.2022
- Evaluated and settled complex insurance claims in strict timeframes.
- Prepared digital files, physical documents and work requests in compliance with company guidelines.
- Compiled data, documents and contracts, reviewed information for accuracy prior to input with the sharepoint system.
- Worked with Commercial Claimants in order to get them approved for SSDI
- Worked with Documentation Forums such as SSA 1696, General Authorization Forms
- Used Microsoft Excel, and Sharepoint to Organized, sorted and checked input data against original documents before saving files.
- worked with Multiple LTD ( Long term Disability) and STD ( Short Term Disability) Claimants to check status of claims and file appeals
- Assisted Claimants with Intake Process at the Initial Level
- Transferred Claimants to correct departments while performing data entry assignments
- Generated, posted and attached information to claim files.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Provided support for document controls and worked with contract documents.
Documentation Specialist/ Analyst
Teleperformance/Coinbase
11.2021 - 04.2022
- Assisted compliance officer to gather necessary documentation for new account applications.
- Communicated with clients through Email and Salesforce to review contracts, answer questions and determine special circumstances.
- Used Queue for working emails from customers and internal agents
- Worked Tickets in a high call volume call center associatied with Account management and Fraud Resolution.
- Worked with internal staff to process documents and update company systems, as well as assisting foreign users with coinbase documents
- Produced on-time communications in support of new product submissions for regulatory agencies.
- Assisted in the development of Client policies, Procedures, and processes.
- Updated system software documentation, Company Guides, Company Manuals including Knowledge base system
- Gathered, and reviewed Client's Information to report each day using Confluence, Salesforce, Email, Sharepoint, Sendsafely and Slack Chatting software, and Google Suite before saving files.
- Reviewed and approved all client contracts prior to submission.
- Modified and maintained tools to support operations and business process creation using Adobe Acrobat, SharePoint, Microsoft Excel and Access capabilities.
- Use Vlookup inside of Microsoft Excel briefly to pull info from the table and perform matching data points in columns.
- Use Smartsheet to collaborate with leadership and Team members for reporting in real time.
- Provided End of the Week Reports using Pivot Tables, and formulas within Microsoft Excel
- Converted documents from one application to another.
- Collected and verified telephone numbers, addresses and proper spelling of names, including highly sensitive foreign user account information
- Communicated with clients and prospects regarding Technical Issues using correct branding and terminology and confirmed clear customer comprehension to bring about Technical resolution.
Customer Support Specialist/Case Manager
Insight Global/ FEMA DOD/ Contract
02.2021 - 10.2021
- Prepared digital files, physical documents and work requests in compliance with company guidelines.
- Provided primary customer support to internal and external customers.
- Evaluated current document processes, suggested methods for change and implemented successful improvements.
- Intake Specialist for the first 2 month assisting clients with onboarding and porting information into the FEMA system
- Promoted to Case Manager after 2 months to determine eligibility of clients by documenting state contracts, and reviewing Hospital documents
- Handle sensitive documents and signatures that require knowledge of PHI, PPI, and HIPAA while verifying the documents were accurate and met FEMA guidelines for client reimbursement
- Multitasked to handle diverse customer needs in high-volume calls while prioritizing tasks to keep up with challenging deadlines.
- Reach out to Hospitals, Family Members, Funeral Homes and Insurance Agencies to verify type of Insurance coverage and if Insurance claims was filed on behalf of the client
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Collected vital information to support company and associates through interviews and data analysis.
- Managed Customer account while providing Case Management Assistant
- Maintained high level of customer service through friendly and polite demeanor.
Receptionist Administrator
Lawrence Hall Volkswagen Of Abilene
06.2019 - 02.2021
- Maintained high level of customer service through friendly and polite demeanor..
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Relayed and transcribed written and verbal messages to personnel.
- Answered incoming calls, greeted callers, provided information, and transferring calls to appropriate parties.
- Logged and routed incoming mail, conducted data entry and prepared outgoing mail.
- Connected callers with appropriate professional, department or business.
- Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
Receptionist Administrator (Contract Assignment)
KTAB/KRBC/ Telemundo News Station
01.2019 - 06.2019
- Helped distribute employee notices and mail around the office.
- Prepared correspondence, forms, reports, calendars and other documents including company contracts
- Took delivery of packages and documents, maing changes and revising company procedures while applying appropriate internal policies relating to chain of possession.
- Cleaned and organized reception area to maintain company appearance standards.
- Maintained a clean reception area, including lounge and associated areas.
- Answered and quickly redirected calls
- Directed guest with badges for security to the appropriate areas
- Greeted each client pleasantly and provided the desk sheet for sign-in.
Tech Support Representative ( Contract Assignment)
Support.com
08.2018 - 12.2018
- Identified and solved technical issues using variety of diagnostic tools including submitting Helpdesk tickets into Zendesk
- Provided Tier 1 IT support to non-technical internal users personnel through desk side support services.
- Remained up-to-date on latest technologies and solutions applicable to company products in order to provide best support to all users.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
Education
Coursework in Business Administration and Organizational Development -
Excel Solutions General Lines
Excel Solutions
License Life, Accident And Health Insurance Agent08.2021
Information Technology
MyComputerCareer.com / TechSkills
Indianapolis, IN06.2021
Insurance/ Insurance Claims Training
Blue Cross Blue Shield
Abilene, TX2018
High School Diploma - Business Administration
Jefferson County High
Louisville , GA2006
Skills
- Problem-solving
- Data Entry
- Project Support
- Technical Support
- Microsoft Office Software
- Salesforce System
- Order Management Skills
- Quick learner
- HIPAA Compliant
- Customer Service Skills
- Reporting and documentation
- Documentation Skills
- Medicare and Claims Training
- Order and Refund Processing
- Account Management Skills
- Case Management
- Account Resolution
- Documenting Calls
- Relaying correspondence
- Organization and Time Management
Accomplishments
- Customer Assistance Worked with company systems and diligently completed all assigned tasks, working overtime as needed.
- Customer Service Researched and Documentation Calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Database Maintenance Assisted in the managing of the company database and verified, edited and modified members' information.
- Customer Follow-up Ensured that Customers were satisfied with company products and services by doing purchase follow-up calls.
Timeline
ESB Commercial Policy Processor
Ask Consulting/ Homesite
03.2023 - Current
Insurance Claims Specialist 1 (Contract)
Allsups Inc.
05.2022 - 08.2022
Documentation Specialist/ Analyst
Teleperformance/Coinbase
11.2021 - 04.2022
Customer Support Specialist/Case Manager
Insight Global/ FEMA DOD/ Contract
02.2021 - 10.2021
Receptionist Administrator
Lawrence Hall Volkswagen Of Abilene
06.2019 - 02.2021
Receptionist Administrator (Contract Assignment)
KTAB/KRBC/ Telemundo News Station
01.2019 - 06.2019
Tech Support Representative ( Contract Assignment)
Support.com
08.2018 - 12.2018
Coursework in Business Administration and Organizational Development -
Excel Solutions General Lines
Excel Solutions
Information Technology
MyComputerCareer.com / TechSkills
Insurance/ Insurance Claims Training
Blue Cross Blue Shield
High School Diploma - Business Administration
Jefferson County High