Catherine Duncan
Contact Center Representataive
Collegedale,Texas
Summary
Organized and efficient Data Entry Clerk with 10 years of experience in data organization, proofreading and word processing. Multi-talented in smoothly handling office administration support tasks. Team player works to support group efforts to meet critical deadline.
Claims analysts responsible for monitoring the totality of a liability claim. Reviewed insurance claims for accuracy, completeness, and eligibility. Also responsible for managing liability and workers' compensation and disability claims. Assist various clients / companies, medical billing departments, private organizations, and government agencies.
Customer Service Representative with proven track record driving high customer satisfaction and creating positive customer experiences. Proficient in using various customer service software programs and offers strong knowledge of customer service best practices.
Accounts Payable Clerk that provided administrative and clerical support for company financial needs. Provided support to the accounting department, while maintaining compliance with federal, state, and local guidelines and regulations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities
to meet team goals.
Overview
12
12
Customer Service Representative
12
12
Accounts Payable
3
3
Claims Processor
20
20
Data Entry
Work History
Customer Service Representative / WHA
Wisconsin Physician Group
06.2022 - 01.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Trained new personnel regarding company operations, policies and services.
- Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Associate
Cognizant Technologies
05.2016 - 06.2022
- Heavy data entry - Created spreadsheets to track important customer information and orders.
- WPM: 55, Accuracy: 100%
- Transfer data from hard copy to a digital database.
- Computer savvy and a fast typist with a keen eye for detail.
- Ensured that orders are entered accurately into the operating system, and promptly communicate any exceptions to customers.
- Developed proficiency in the use of the operating system to retrieve customer history order status.
- Managed over 50 customer telephone calls promptly to avoid on-hold wait times.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Ability to communicate with confidence and clarity when discussing concerns with customers.
- Ability to navigate through multiple computer applications.
- Ability to ask probing questions to identify issues.
Accounts Payable Clerk
Cognizant Technologies
02.2008 - 05.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed account payable issues such as PO discrepancies
- Tracked priority line down parts though multiple operations utilizing ERP system/excel reports/shop floor communication
- Reviewed all Non-PO invoices for appropriate documentation and approval prior to payment.
- Processed 3-way PO matching invoices for timely payments. Routes invoice for approval and processing if required.
- Reviewed and analyzed invoices for purchases and transportation, to ensure proper matching to purchase order and use correct GL account.
- Provided accurate data entry to all vendor disbursement activities for multiple entities.
- Solved problems and resolve outstanding issues as arisen.
- Collecting and verifying timesheets.
- Entering employee information and payroll data into the system.
- Answering employees' questions and concerns regarding payroll .
- Calculating payable hours, commissions, bonuses, taxes, and deductions.
Customer Service Representative
Office Depot, Business Solutions Division
01.1999 - 04.2001
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Completed data entry tasks with accuracy and efficiency.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Assisted with developing data entry processes.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Trained new personnel regarding company operations, policies and services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Computer And Information Sciences
01.2004
- 3.00 GPA
- Professional Development: WordPerfect
No Degree - Business Administration
01.1976
- Relevant Coursework: Business Administration
- Relevant Coursework: Data Entry & Typing
- High School Home Training Completed
Skills
- Livechat Messaging
- Policy and Procedure Adherence
- Call Volume and Quality Metrics
- Medical Billing, Adjustments, Appeals, Claims and Refunds
- Medicare/ Medicaid
- Zendesk, Shopify
- Verint Scheduling RTA
- MS Word, Suite, Excel, Windows, Access, One Note, Office
- 10-Key Certification
- Postage Meter
- AS/400
- Data Entry/Order Entry
- Google Sheets, Docs, Forms, Chrome
- PowerPoint, One Drive, Python
- Spreadsheets, Oracles, Catalyst
- Mainframe Systems, XML Data Base
- HIPPA Customer Data Confidentiality
- Multi-Line Phone Systems: Ceridian, Avaya, Genesys
- Customer Service and Assistance
- Analytical thinking
- Payroll processing
- Word Processing
- Monthly Closings
- Error Identification
- Sorting and Labeling
- Mail Handling
- Invoice Processing
- Collecting Information
- Electronic Information Systems
- Team Goals
- Information Updates
- Cancellation Policies
- Understanding Customer Needs
- Correcting Discrepancies
- Policy Knowledge
- Accident Review
- Billing Codes
- Eligibility Evaluations
- Medical Terminology
- Thorough Claims Reviews
- Electronic Claims Processing
- Knowledgeable about Diseases
- Home Health Care
- Claims Preparation
- Disability Claims Process
- Processing Medical Claims
- Claims Reviewing
- Medical Evaluations
- Administering Claims
- Claims Adjustments
- Claim Validity Determination
Timeline
Customer Service Representative / WHA - Wisconsin Physician Group
06.2022 - 01.2023
Customer Service Associate - Cognizant Technologies
05.2016 - 06.2022
Accounts Payable Clerk - Cognizant Technologies
02.2008 - 05.2016
Customer Service Representative - Office Depot, Business Solutions Division
01.1999 - 04.2001
Long Beach City College - , Computer And Information Sciences
Home School - No Degree, Business Administration
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