An'zhane McGee
Harrison,MI
Summary
Client Relationship Specialist with over 8 years of experience in customer service, adept at data management and policy enforcement in healthcare and financial sectors. Proven track record in handling high-volume inquiries, managing sensitive data, and optimizing processes for improved efficiency and compliance. Skilled in data entry, medical terminology, and Microsoft Office, ready to leverage expertise in a Human Resources capacity.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Lead Customer Service Representative (CCRD)
Cigna
11.2022 - 03.2024
- Cross-trained and provided backup support for organizational leadership.
- Performed research to respond to inquiries and interprets policy provisions to determine most effective response using established departmental procedures, HIPAA regulations, and corporate policies
- Trained staff on operating procedures and company services.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Initialed screening of requests based on guidance given by online prior authorization tools
Lead Collection Specialist
JPMorgan
02.2019 - 01.2023
- Mentored junior collection specialists, contributing to a high-performing team environment.
- Led team of collection specialists, consistently achieving or exceeding departmental targets and goals. Supervised assigned accounts to identify unresolved debts
- Develop effective repayment plans and research and implement effective collection techniques
- Created monthly credit records and oversee all monthly payments and refunds.
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
- Handled accounts payable and receivable
- Conducted regular training sessions for staff on best practices in debt collection, fostering continuous professional development.
Customer Call Center Representative
Americas First FCU
11.2016 - 02.2019
- Assisted members and potential members with their telephone requests, answered questions about products and services, and resolve problems that are within the authority
- Assisted members and employees with all electronic services including mobile banking, remote deposit capture, home banking, online accounts, and web loan payments
- Took credit applications received by phone and forwarded the application to a Loan Specialist for processing
- Provided check and deposit verification for merchants and ensured records and reports were processed and maintained.
- Documented and detailed calls and complaints using call center's CRM database.
Education
High School Diploma -
Lakeshore High School
Saint Clair Shores, MI05.2015
Bachelor of Science - Social Science
Franklin University
Columbus, OH05.2024
Associate of Arts - General Studies
Jackson College
Jackson, MI05.2018
Skills
- Account Management
- Sales & Marketing
- Training & Development
- MS Office Applications
- CRM Software
- Multitasking and Organization
Certification
Human Resource Generalist Certificate - Franklin University
Timeline
Lead Customer Service Representative (CCRD)
Cigna
11.2022 - 03.2024
Lead Collection Specialist
JPMorgan
02.2019 - 01.2023
Customer Call Center Representative
Americas First FCU
11.2016 - 02.2019
High School Diploma -
Lakeshore High School
Bachelor of Science - Social Science
Franklin University
Associate of Arts - General Studies
Jackson College