Andrea Addison
St Louis,MO
Summary
- Positive and outgoing with strong communication skills and customer-focused attitude. Understanding of call center operations, coupled with skills in problem-solving and multitasking. Capable of enhancing customer satisfaction and contributing to team success. Solid history of surpassing productivity and quality targets in high-volume settings.
- Professional with strong background in medical claims analysis, adept at ensuring accurate and timely processing of healthcare claims. Skilled in data management, compliance, and problem-solving, with keen eye for detail. Focused on team collaboration and achieving results, adaptable to changing needs, and reliable in high-pressure environments. Strong analytical skills and thorough understanding of healthcare regulations and insurance policies.
- Enthusiastic and reliable professional takes pride in providing excellent customer service and creating memorable dining experiences for restaurant customers. Skilled in anticipating customer needs, addressing complaints and resolving issues in timely manner. Maintains focus and positive attitude in stressful situations and high-volume environments.
Overview
9
9
years of professional experience
Work History
Verizon Call Center Specialist
Rose International
07.2024 - Current
- Handled high volume of calls to support seamless service delivery.
- Improved first-call resolution rates by addressing issues effectively.
- Provided product information to assist customers in making informed decisions.
- Collaborated with team members to streamline call handling processes.
- Assisted in developing scripts for consistent communication with clients.
- Boosted client retention with personalized follow-up communication.
- Addressed escalated complaints to foster positive customer relations.
- Maintained detailed records of customer interactions for future reference.
- Assisted customers by answering questions and responding to inquiries.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services, and company information.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Exceeded performance targets with diligent monitoring of calls and providing constructive feedback to team members.
- Developed comprehensive knowledge of company products and services to provide expert assistance to customers.
Server
Drunken Fish - Central West End
10.2023 - Current
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
Server
River City Casino
10.2023 - 05.2024
- Check patrons' identification to ensure that they meet minimum age requirements for consumption of alcoholic beverages
- Collect payments from customers
- Roll silverware, set up food stations or set up dining areas to prepare for the next shift or for large parties
- Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff
- Stock service areas with supplies such as coffee, food, tableware, and linens
- Take orders from patrons for food or beverages
- Serve food or beverages to patrons, and prepare or serve specialty dishes at tables as required
- Perform cleaning duties, such as sweeping and mopping floors, vacuuming carpet, tidying up server station, taking out trash, or checking and cleaning bathroom
- Remove dishes and glasses from tables or counters, take them to kitchen for cleaning
- Fill salt, pepper, sugar, cream, condiment, and napkin containers
- Perform food preparation duties such as preparing salads, appetizers, and cold dishes, portioning desserts, and brewing coffee
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
Medical Claims Analyst
Western Anesthesiology Associates Inc.
03.2016 - 08.2023
- Retrieve patient medical records for physicians, technicians, or other medical personnel
- Review records for completeness, accuracy, and compliance with regulations
- Protect the security of medical records to ensure that confidentiality is maintained
- Post medical insurance billings
- Achieved successful resolutions on disputed claims through effective collaboration between internal departments such as legal counsel and clinical experts.
- Collaborated with healthcare providers to clarify billing discrepancies and negotiate payment terms.
- Served as an expert resource for colleagues on medical coding systems such as ICD-10, CPT, and HCPCS Level II coding conventions.
- Developed training materials for new hires to facilitate onboarding and skill development of Medical Claims Analysts.
- Ensured accurate payments by meticulously reviewing medical records, invoices, and supporting documentation.
- Negotiated with health care providers to reach mutually beneficial agreements on contested claim amounts.
- Provided exceptional customer service, addressing inquiries regarding coverage, benefits, and claim statuses promptly and professionally.
- Improved customer satisfaction by resolving complex medical claims in a timely and professional manner.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Researched and resolved complex medical claims issues to support timely processing.
- Verified patient insurance coverage and benefits for medical claims.
- Monitored and updated claims status in claims processing system.
- Managed large volume of medical claims on daily basis.
- Followed up on denied claims to verify timely patient payment and resolution.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Generated, posted and attached information to claim files.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
Education
High School Diploma -
Northwest High School
Cedar Hill, MO05-2016
Some College (No Degree) - Nursing
Saint Louis Community College
St. Louis, MO08-2016
Skills
- Customer Service Skills
- Problem solving
- Call handling
- Multitasking
- Time management
- Data entry
- Call scripts
- Call documentation
- Communication skills
- Active listening
- Inbound calls
- Outbound calls
- Service improvement
- Customer service
- Call center customer service
- HIPAA compliance
- Claims processing proficiency
- Training and mentoring
- Medical terminology
- Insurance policies
- Medical record review
- Insurance claims processing
- Thorough claims reviews
- HIPAA
- Insurance claims
- ICD codes
- Attention to detail
- Critical thinking
- Microsoft office
- Computer proficiency
- Claims adjustment
- Professionalism
Timeline
Verizon Call Center Specialist
Rose International
07.2024 - Current
Server
Drunken Fish - Central West End
10.2023 - Current
Server
River City Casino
10.2023 - 05.2024
Medical Claims Analyst
Western Anesthesiology Associates Inc.
03.2016 - 08.2023
High School Diploma -
Northwest High School
Some College (No Degree) - Nursing
Saint Louis Community College
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