Carrie Ellyson
Aubrey,Texas
Summary
Accomplished Quality Assurance Specialist with a proven track record at Toyota Financial Services, enhancing operational efficiency and accuracy. Skilled in analytical thinking and problem-solving, adept at identifying compliance risks and improving quality assurance processes.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
13
13
years of professional experience
Work History
Quality Assurance Specialist
Toyota Financial Services
10.2022 - Current
- Reviews, evaluates and verifies the quality and accuracy of work functions performed by Credit Dispute Team Members.
- Follows all procedures with complete accuracy for payment history profile research and align with current SOPs
- Communicates thoroughly with leadership and as appropriate for evaluator role
- Attends all Dispute huddles and incorporates process modifications into evaluation procedures where necessary
- Provides resource for process review / training as deemed appropriate by management
- Provides production resource for service level / business disrupt relief as deemed appropriate by management
- Proactively provides Credit Dispute performance trending information to Leaders and Operational Management to ensure individual performance gaps are addressed and compliance standards are adhered to
- Identify assigned team performance trends that are not in compliance with operational standards, Organizational Development, and TFS Risk using sophisticated monitoring tools.
- Participates in regular calibration meetings.
Credit Dispute Research Specialist
Toyota Financial Services
01.2018 - 10.2022
- Can work complex account histories and arrive at accurate conclusions
- Is versed in using and explaining the resource materials and tools for CDRT
- Fully trained and experienced in all queues
- Understands the intent of accurate credit reporting, dispute responsibilities, and can arrive at accurate conclusions for one-off accounts
- Identify, assess, and remediate compliance impacts and risks.
- Review payment transactions and exercise sound business judgment and knowledge of policies and procedures to ensure reporting accuracy.
- Investigate account transactions and account histories across multiple TFS systems.
Customer Service Representative
Toyota Financial Services
09.2015 - 01.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Became a SME and assigned to the assist queue to provide support to other team members
Medical Claims Processor
MediRevv
09.2014 - 09.2015
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Verified patient insurance coverage and benefits for medical claims.
- Collaborated with healthcare providers to ensure accurate billing information was submitted, resulting in fewer denied or delayed payments.
- Verified Self Pay balances and collected payments
Customer Service Coordinator
UNFI
01.2012 - 09.2014
- Input order information into system and updated customer accounts to document and track customer orders.
- Enhanced customer satisfaction by ensuring accurate and timely order fulfillment.
- Examined orders to confirm accuracy, completeness and adherence to customer requirements.
- Oversaw every phase of supply chain, from purchase order to delivery to invoicing, targeting 100% end-user satisfaction.
Skills
- Detail-oriented
- Quality assurance
- Problem-solving skills
- Analytical thinking
- Decision-making
- Data analysis
- Quality management systems
Timeline
Quality Assurance Specialist
Toyota Financial Services
10.2022 - Current
Credit Dispute Research Specialist
Toyota Financial Services
01.2018 - 10.2022
Customer Service Representative
Toyota Financial Services
09.2015 - 01.2018
Medical Claims Processor
MediRevv
09.2014 - 09.2015
Customer Service Coordinator
UNFI
01.2012 - 09.2014
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