Open To Work
ANNALISE M. CROSS
Douglasville,GA
Summary
Detail-oriented healthcare operations candidate with 10+ years of experience in administrative operations, financial services, documentation management, account resolution, payment processing, and cross-functional coordination within highly regulated environments. Recognized for accuracy, compliance, confidentiality, and the ability to manage high-volume workloads while delivering exceptional service and operational support. Brings a proven background in financial operations, records management, and process improvement, with a strong interest in supporting healthcare organizations through Revenue Cycle, Patient Financial Services, Health Information, and other healthcare operations roles.
Top-notch Relationship Banker with solid background in banking and finance. Effective at building positive relationships with clients, achieving sales goals and providing excellent customer service. Strong communication and interpersonal skills committed to making customers understand financial needs, goals and options.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Relationship Banker I / Administrative Support
Regions Bank
03.2026 - Current
- Provide day-to-day administrative and operational support to the Branch Manager and leadership team, coordinating priorities, customer follow-up, documentation, and time-sensitive branch activities.
- Manage appointment scheduling, branch calendars, customer meetings, and competing service demands while helping maintain smooth daily operations.
- Prepare, review, organize, and maintain confidential account records, reports, forms, correspondence, and audit-ready documentation.
- Coordinate with internal departments and cross-functional partners to resolve account issues, track action items, and communicate updates.
- Process transactions, purchase-related requests, deposits, and financial documentation with a high degree of accuracy and discretion.
- Support onboarding and knowledge sharing for team members by explaining procedures, systems, compliance requirements, and branch workflows.
- Investigated and processed fraud-related transaction disputes, ensuring thorough documentation and efficient claim resolution.
Account Manager
Toyota Financial Services
04.2023 - 03.2026
- Managed a high-volume portfolio of customer accounts by reviewing account history, evaluating delinquency status, and determining appropriate account resolution options based on company policies and customer circumstances.
- Analyzed payment activity and account information to recommend payment arrangements, extensions, and other resolution strategies designed to restore accounts to good standing while maintaining a positive customer experience.
- Prepared and maintained detailed case documentation, account correspondence, payment records, and activity notes across multiple business systems to support accurate recordkeeping and operational continuity.
- Collaborated with payment operations, repossession teams, leadership, and cross-functional business partners to coordinate account activity, resolve complex issues, and ensure timely follow-up.
- Processed payments, account adjustments, lockbox transactions, and supporting financial documentation while safeguarding confidential customer information and maintaining compliance with company procedures.
- Conducted weekly call calibrations to review recorded customer interactions, align quality scoring standards, identify performance trends, and provide coaching on call handling, documentation accuracy, compliance, and customer service expectations.
- Monitored unresolved accounts, prioritized time-sensitive cases, and escalated issues requiring additional review to support timely resolution and service continuity.
- Coordinated the review and processing of GAP insurance and total loss claims, ensuring accurate documentation, insurance verification.
Retail Support & Administrative Operations
Comcast
01.2022 - 03.2023
- Supported daily retail operations by coordinating staff schedules, maintaining timekeeping records, tracking operational activities, and assisting leadership with administrative priorities.
- Coordinated onboarding activities for new team members by preparing training materials, explaining operational procedures, and supporting employee integration into daily workflows.
- Maintained confidential customer and employee records, transaction documentation, equipment logs, attendance records, and operational reports while ensuring accuracy and organization.
- Prepared and reviewed payment documentation, customer account records, correspondence, and business reports using Microsoft Office and internal business systems.
- Partnered with vendors, leadership, and cross-functional teams to review inventory, scheduling, operational, and customer account issues while supporting efficient store operations.
- Identified workflow improvement opportunities and assisted leadership with initiatives that enhanced operational efficiency, organization, and service delivery.
Client Relations Specialist
AT&T
07.2019 - 08.2021
- Managed a high-volume portfolio of customer accounts by coordinating follow-up activities, maintaining detailed account documentation, and balancing competing priorities in a fast-paced, deadline-driven environment.
- Collaborated with customers, supervisors, billing teams, technical partners, and cross-functional departments to resolve account issues, coordinate service requests, and ensure timely follow-up.
- Prepared and maintained detailed account notes, correspondence, case summaries, and supporting documentation while safeguarding confidential customer information and ensuring documentation accuracy.
- Supported daily operational workflows by tracking attendance and performance information, assisting with peer coaching, and coordinating internal communications to promote team efficiency.
- Served as a Subject Matter Expert (SME), supporting representatives with complex customer issues, policy interpretation, call quality expectations, accurate account documentation, and escalation procedures.
Billing Specialist / Peer Coach
Comcast
09.2016 - 11.2018
- Managed high-volume billing accounts by reviewing account activity, processing billing adjustments, maintaining accurate documentation, and tracking service requests through completion.
- Researched billing discrepancies, documented findings, and collaborated with cross-functional departments to coordinate timely account resolution while protecting confidential customer information.
- Supported supervisors through reporting, peer coaching, and new-hire guidance while reinforcing operational procedures, policy updates, and workflow consistency.
- Prepared account correspondence, maintained billing records, and communicated account updates with accuracy, professionalism, and attention to detail.
- Identified recurring billing trends and recommended workflow improvements that enhanced operational efficiency and service quality.
Vault Custodian
Calder Casino
08.2013 - 09.2016
- Coordinated daily cash operations by processing deposits, cash transfers, reconciliations, and financial documentation while maintaining strict accuracy and confidentiality.
- Prepared audit reports, operational logs, deposit records, incident documentation, and supporting financial records to ensure compliance with internal controls and regulatory requirements.
- Collaborated with management, security, vendors, and cross-functional departments to coordinate operational activities, staffing needs, and daily business requirements.
- Supported onboarding and training for new employees by communicating operational procedures, compliance standards, and established workflows.
- Assisted with scheduling, operational coordination, and workflow organization to support efficient daily operations and maintain service continuity.
- Managed daily cash flow and balancing processes to ensure financial accuracy.
- Oversee vault security measures, ensuring compliance with organizational policies and regulatory standards.
- Manage inventory control processes to maintain accurate records of valuable assets within the vault.
Education
Bachelor of Science - Healthcare Administration
Southern New Hampshire University
01-2027
Skills
- Healthcare Operations: Documentation Management, Account Resolution, Documentation Accuracy, Release of Information, Problem Resolution, ICD-10 Coding
- Administrative Operations: Records Management, Regulatory Compliance, Audit Documentation, Confidential Records, Data Entry & Reporting, Salesforce
- Workday
- Financial Operations: Payment Processing, Financial Documentation, Cross-Functional Collaboration, Payroll Processing, Customer Account Support, Microsoft Teams
- ADP
- Microsoft Office: Excel, Outlook, Word, PowerPoint
- Business Systems: Salesforce, Workday, ADP
- Collaboration Tools: Microsoft Teams, SharePoint
- Business Platforms: CRM Systems, CSR, Case Management Systems
- Information Management: Epic, Cerner,and Athena
- Attention to detail
Certification
Medical Coding Certification Program (In Progress)
Timeline
Relationship Banker I / Administrative Support
Regions Bank
03.2026 - Current
Account Manager
Toyota Financial Services
04.2023 - 03.2026
Retail Support & Administrative Operations
Comcast
01.2022 - 03.2023
Client Relations Specialist
AT&T
07.2019 - 08.2021
Billing Specialist / Peer Coach
Comcast
09.2016 - 11.2018
Vault Custodian
Calder Casino
08.2013 - 09.2016
Bachelor of Science - Healthcare Administration
Southern New Hampshire University