Bailey Cummings
Grand Prairie,TX
Summary
Seasoned professional with 6 years of experience in the healthcare/financial industry, with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Client Services Representative
Availity
02.2024 - 10.2024
- Maintained daily metrics and checked emails regularly
- Provided tech and trouble shooting assistance through patient portals
- Handled between 30-40 incoming calls daily
- Assisted with claims and prior authorizations
- Followed closely with all HIPPA guide lines and protocols
- Managed a diverse portfolio of client accounts, ensuring the highest level of service and satisfaction for Availity's healthcare technology solutions
- Acted as the primary point of contact for client inquiries, resolving issues promptly and escalating complex problems to the appropriate departments
- Conducted thorough training sessions for clients on Availity's platforms and services, enhancing their understanding and utilization of the products
- Maintained accurate and up-to-date records of client interactions, transactions, and feedback in the company's CRM system
- Collaborated with the sales and product development teams to identify and implement service improvements based on client feedback and usage patterns
- Assisted in the development and refinement of client service protocols to streamline operations and improve the overall customer experience
- Monitored industry trends and competitor services to provide clients with up-to-date information and recommendations
- Participated in regular team meetings to discuss client accounts, share best practices, and strategize on how to overcome challenges
Client Solutions Specialist
TIAA Bank
01.2023 - 12.2023
- Assisted clients with online banking inquiries, including password resets, accessing transaction histories, and obtaining monthly statements
- Advised clients on current banking rates for various financial products to optimize their earnings
- Facilitated the process of opening new accounts and provided guidance on navigating the company's website and locating local branches
- Facilitated clear communication between clients and internal departments, fostering a collaborative work environment conducive to success.
- Assisted with client accounts and obtaining secure information
- Assisted clients with banking applications such as for CD's IRA's and Regular Banking/Financial applications
Customer Service Representative
Bank of America
01.2021 - 12.2022
- Addressed client inquiries and resolved technical issues to ensure seamless online service experiences
- Assisted customers in monitoring account activities and processing claims for unrecognized transactions
- Delivered consistent customer care, achieving daily operational objectives and maintaining satisfaction levels
Collections Representative
Recovery Remedies
04.2022 - 07.2022
- Assisted clients in resolving past-due medical accounts by facilitating collection through ACH and debit/credit transactions
- Managed delinquency resolution for accounts at 30, 60, and 90 days to improve financial outcomes
- Assisted with medical pasted due accounts
- Negotiation with clients on making accounts current
- Assisted with payment plans
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
Leasing Clerk/Collections Agent
GM Financial
04.2019 - 10.2020
- Engaged with clients to resolve delinquent car payment issues, effectively reducing accounts past due from 30-120 days
- Coordinated repossession orders and liaised with repo agents to ensure timely completion of asset recovery tasks
- Administered clerical duties, including the creation of Excel spreadsheets and Word documents, and successfully met daily operational targets
- Assisted in the development and implementation of policies and procedures related to leasing operations, contributing to a more streamlined and effective workflow.
- Maintained electronic filing systems for efficient record-keeping and easy access to client information when needed.
- Skipping tracing and working with repo agencies to locate vehicles
Education
High School Diploma - High School
Lake Ridge High School
06.2017
Skills
- Advanced Excel proficiency
- Proficient in Word
- Notating
- Quick Learner
- Clerical Work
- Complaint Resolution
- Account Management
- Report Preparation
- Creative Problem Solving
- Collecting Payments
- Time Management
- Technical Proficiency
- Data Entry
- Multitasking
- Conflict Resolution
- Communication
- Problem Solving
- Active Listening
- Empathy
- Customer Relationship Management (CRM)
- Sales Force
- Administration
- Clinical Documentation
- Clinical Record
- Customer Service
- Fast-paced Environment
- Medical Billing
- Tech Support/Troubleshooting
- Call center experience
- Data entry proficiency
- Records maintenance
- Skip tracing
- Strong empathy
Timeline
Client Services Representative
Availity
02.2024 - 10.2024
Client Solutions Specialist
TIAA Bank
01.2023 - 12.2023
Collections Representative
Recovery Remedies
04.2022 - 07.2022
Customer Service Representative
Bank of America
01.2021 - 12.2022
Leasing Clerk/Collections Agent
GM Financial
04.2019 - 10.2020
High School Diploma - High School
Lake Ridge High School
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