Ardell Hicks
Lawrenceville,GA
Summary
Detail-oriented Customer Service Agent offering 10 years of customer service experience. Dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions. Skilled in mentoring new employees on processes and policies in support of team and business objectives.
Overview
12
12
years of professional experience
Work History
Technical Support Representative/Billing Specialist
Kelly Connect/Apple
Southfield, MI
01.2018 - 11.2019
- Served as first point of contact for incoming technical service calls and emails for Apple IOS devices
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Provided technical assistance to customers through phone, email and chat support.
- Resolved escalated customer service issues in a timely manner.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Answered customer inquiries regarding billings, payments, account status.
- Investigated and resolved issues to maintain billing accuracy.
- Processed credit card transactions through Point-of-Sale terminals or online systems.
- Investigated incorrect billings and processed refunds as necessary.
- Answered customer questions to maintain high satisfaction levels.
Reimbursement Specialist
McKesson
Norcross, GA
10.2015 - 02.2018
- Maintained confidentiality and integrity of patient data.
- Researched rejections, investigating problems to appeal claims.
- Determined medical necessity, using individual insurance carrier regulations.
- Collected coinsurance and deductibles from patients for rendered services.
- Advised supervisors and clinicians of billing deficiencies to support charge capture.
- Developed relationships with insurance companies to facilitate timely payments.
- Collected, posted and managed patient account payments, inbound/outbound call center, heavy call volume 120 plus calls daily.
- Investigated past due invoices and delinquent accounts to generate revenues and reduce number of unpaid and outstanding accounts.
- Developed strong professional rapport with vendors and clients.
- Set-up payment plan for the insurance policy holder.
- High volume call center for inbound and outbound calls, average 120 calls per day.
- Answer inbound calls and make outbound calls answering general questions and/or updating account information.
- Answer client inquires and resolve issues in timely and professional manner.
- Provide feedback management regarding concerns and trends.
- Explain to the patient the meaning Explanation of Benefits (EOB).
- Inbound/Outbound calls center, average calls volume 120-plus calls daily.
- Verified accuracy of information and resolved discrepancies with vendors before entering invoices for payment.
- Resolved discrepancies between provider documentation and insurance plan requirements.
Sr. Customer Service Rep/Order Management Specialist
Ricoh Americas Corporation
Duluth, GA
02.2008 - 03.2015
- Maintained detailed records of all incoming orders including quantities ordered, payment terms, shipment methods, special instructions.
- Resolved customer issues related to order placement, pricing discrepancies, shipping delays.
- Developed processes to ensure order fulfillment was timely and accurate.
- Generated reports on order status, inventory levels, delivery times, and other metrics related to order management.
- Fielded incoming calls and emails from customers and sales representatives and verified clear and complete communication among involved parties.
- Maintained product price lists and confirmed customer orders for accurate unit pricing.
- Tracked progress of orders throughout the supply chain lifecycle from initial purchase through final delivery.
- Provided support for sales teams by responding quickly to inquiries regarding product availability and pricing information.
- Coordinated with vendors and suppliers to ensure product availability and delivery timelines were met.
- Collaborated with warehouse staff to coordinate shipments and deliveries according to customer specifications.
- Answered customers' questions about products, prices, and availability.
- Verified client information and validated data before creating shipping paperwork and internal documents.
Education
Some College (No Degree) - Medical Assisting
Maric College - Los Angeles
Los Angeles, CASkills
- Application Support
- Customer Service
- Performance Testing
- User Support
- Microsoft Word and Excel
- Outlook and Teams
- Windows and Mac IOS
- Scheduling
- Teamwork and Adaptability
- Problem-solving and Patience
- Creativity and Strong work ethic
- Time Management and Multitasking
- Medical Terminology and Medical Coding
- Dialysis Patient Care Tech
- Empathy
- Quality assurance
- SalesForce
- Customer response
- Order fulfillment
- Administrative support
- Service standard compliance
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Sometimes the questions are complicated and the answers are simple.
Dr. Seuss
Timeline
Technical Support Representative/Billing Specialist
Kelly Connect/Apple
01.2018 - 11.2019
Reimbursement Specialist
McKesson
10.2015 - 02.2018
Sr. Customer Service Rep/Order Management Specialist
Ricoh Americas Corporation
02.2008 - 03.2015
Some College (No Degree) - Medical Assisting
Maric College - Los Angeles
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