Brandy Cooper
Jacksonville,FL
Summary
Polite and professional (Customer Service Representative ) with over 15 years of experience. Successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
14
14
years of professional experience
Work History
Deposit Representative
Ally Bank
12.2022 - Current
- Assist Customer with opening Checking, Saving Money Market accounts
- Handled various accounting transactions.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Processed applications for new accounts.
- Referred customers to other banking departments for specialized services.
- Wrote and distributed customer correspondence.
- Provide Annual Percentage Yield quotes (APY)
- Debits(card), Credits, Wire's Checks
- Assist Customer with opening CD’s, CD term change
- Assist customer with submitting E-Check deposit's
- Online Access, Tech issues
- Update customer Pin Number, address change, name change
- Assist customer with Trust, IRA, Roth, account
- Assist with Document that need to be filled out and send back into bank
- Bill Pay
- Zelle, Apple Pay
- Educated customers on online banking and mobile banking applications.
- Executed wire transfers, stop payments and account transfers.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
Provider Claims Service Representative
AmeriHealth Caritas
09.2021 - 12.2022
- Medical Coding/Billing
- Adjust errors on Processes Claims
- Reviewed and Verified Document's
- Very Member Insurance
- 20-30 inbound calls
- Route Claim’s to appropriate department
- Submitted claims via paper or electronically
- Research, and processes medical claims received from hospitals and hospital-based service providers
- Educated customers about billing, payment processing and support policies and procedures.
- Intake details comments and inquiries
- Investigated and resolved accounting, service and delivery concerns.
- Maintained up-to-date knowledge of product and service changes.
- Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
- Updated claims system to track claim status and provide relevant information to other department.
- Examined reports, accounts, and evidence to determine integrity and accuracy of information.
- Verified client information by analyzing existing evidence on file.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Met customer call guidelines for service levels, handle time and productivity
- Followed up with customers about resolved issues to maintain high standards of customer service
Customer Service
Amazon Sortation Center, Amazon
09.2022 - 11.2022
- Sort packages
- Move freight from one truck to another truck
- Scan packages
- Use pallet jack
- Perform Inventory control
- Always keep an clean and safe workplace
Reimbursement Specialist
McKesson Medical Surgical
12.2020 - 09.2022
- Maintained confidentiality and integrity of patient data
- Places medical orders for patients
- Performed insurance verification, per-certification and per-authorization
- Checked tracking information for patients
- Assisted patients with looking for correct medical supplies
- Responded to customer concerns and questions on daily basis.
- Helped minimize escalations by reaching out to clients in advance of expected problems.
- Reached out to Provider’s to attain POV for medical supplies over phone
- Verify patient’s insurance
- Followed up on denied and unpaid claims to resolve problems and obtain payments.
- Coordinated with insurance providers to verify customer's policy benefits in relation to claims.
- Prevented delays and claim denials by correcting information prior to submission.
Government Customer Service
McKesson Medical Surgical
12.2020 - 09.2021
- Establish and service patient accounts through collaboration with healthcare providers, facilities, transportation as well as direct manufacturers
- Provide Federal and Government customers with Pricing Quotes
- Working directly with Account Representatives
- Assist customer with finding technical information about products
- Place medical orders for Government facilities
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Followed-up with online price quotes via email and phone to answer questions and close sales.
- Documented and updated customer records in Salesforce to record interactions and facilitate follow-up.
- Helped customers navigate website to order Mckesson online for added convenience and access to larger inventory.
- Assisted clients with product questions to facilitate online ordering process.
- Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
Fraud Specialist
Citi Bank
02.2016 - 09.2018
- Responsible for utilizing company proprietary software to track, research and identify fraudulent activity and trends to protect sensitive consumer information and personal finances
- Monitored transactions and communicated inter-departmentally to assess risk potential
- Collaborated on solutions to eliminate financial loss
- Performing Fraud monitoring and fraud prevention activities on cards and Merchants portfolio
- Managing card and merchant fraud cases and sensitivity thresholds
- Assisted hundreds of customers in preemptive measures to prevent ATM card fraud
- Handled customer disputes by investigating and explaining credit card transactions
- Serving as advisor to customers who have dispute's with an merchant regarding transaction posted to their credit card account
- Release hold on customer accounts
- Block customer account if there where unidentified charges on customer account
Education
Nursing
Florida Career College
Jacksonville , FL2.2016
General Studies
Cornerstone Christain Correspondence
15938 US HWY 17 Townsend 03.2014 - 05.2014
Skills
- PROFESSIONAL
- Team building
- Conflict resolution
- Decision Making
- Adaptability
- Reliability
- Analysis
- Analytical thinking
- Research
- Prioritization
- Detail-oriented
- Diligent
- Ambitious
- Motivated
- Innovation
- Time Management
- Attention to detail
- Excel
- PowerPoint
- Access
- Outlook
- Salesforce
- SharePoint
- COB Look Up Jiva 6 Client Access System, RAD, Change Health, Navient, and ECHO
- EDI, IAD JD Edward
- Customer support
- Customer support (10 years)
- ICD coding (More than 2 year)
- Salesforce
- Bill Payment Receipt
- Complex Problem-Solving
- Process Monitoring
- Microsoft PowerPoint
- Bank Balancing
- Cash Distribution
- Team Cooperation
- Balance Transfers
- Deposit Funds
- Active Listening
- Cashier's Checks
- Wire Transfer
- One Note
- Medical Claims Processing and/or Medical Coding/Billing
- Provider Customer Service experience
- Proficiency in all Microsoft Office -Basic understanding using Word, Excel, and Outlook
- Provider Service experience
- Bank Deposits
- Microsoft Access
- Data Entry Software
- Diagnostic Codes
- Customer Retention
- Claims Review
- Customer Support
Timeline
Deposit Representative
Ally Bank
12.2022 - Current
Customer Service
Amazon Sortation Center, Amazon
09.2022 - 11.2022
Provider Claims Service Representative
AmeriHealth Caritas
09.2021 - 12.2022
Reimbursement Specialist
McKesson Medical Surgical
12.2020 - 09.2022
Government Customer Service
McKesson Medical Surgical
12.2020 - 09.2021
Fraud Specialist
Citi Bank
02.2016 - 09.2018
General Studies
Cornerstone Christain Correspondence
03.2014 - 05.2014
Nursing
Florida Career College
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