Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

Charmeka Lashawn Ross

Tampa

Summary

Highly organized Professional, knowledgeable about healthcare processes and administrative requirements. Qualified to handle insurance documentation, update charts and manage business correspondence. Pursued opportunity to learn new skills to enhance support with exceptional customer relationships.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Collection Customer Service Representative

JP Morgan Chase
03.2023 - Current
  • Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
  • Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
  • Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
  • Enhanced overall team performance through active participation in training sessions, sharing best practices, and providing constructive feedback to colleagues.
  • Exceeded monthly targets for both individual collections results and team performance consistently, demonstrating a strong commitment to achieving organizational goals.
  • Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.
  • Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts.
  • Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.

Insurance Professional

USAA
08.2019 - 10.2022
  • A licensed Insurance Professional provides the Property & Casualty (P&C) member experience by performing customer service, sales and making sure we meet the members needs
  • Handled 100-150 inbound calls per day to provide adequate coverage and advice to help ensure members’ financial security and aligns to USAA standards
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Intake Coordinator

EXL Service
11.2018 - 07.2019
  • Delivers professional customer service to members, providers, and clients in accordance with all policies and procedures
  • Requests required clinical information to perform clinical reviews, complete discharge planning, as well as process faxes and letters
  • Perform general intake requests while accurately selecting the appropriate member, verifying eligibility, as well as locating and verifying providers and processing referral notifications
  • Provides timely outbound authorization notifications per client and plan requirements as well as preparing and delivering timely outbound review determinations with notifications to providers.
  • Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.

Directv Customer Service Loyalty Rep

ATT
05.2016 - 10.2018
  • Knowledge and access to the latest technology, devices, and our entire lineup of products, services and promotions
  • Introduce existing customers to upgraded features of their current telecommunication and television service, while adding new program customers from areas of AT&T's and Directv’s recent expansion.
  • Developed new strategies for customer retention activities for AT&T.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded proactively and positively to rapid change.

Education

Bachelor Of Liberal Arts - Liberal Arts And General Studies

Saint Leo University

Middleton High

Skills

  • Skills
  • Strong interpersonal and Customer Service Skills
  • Excellent attention to detail and problem Solving Skills
  • Exceptional Mathematic Skills
  • Distinguished organizational Skills
  • Inventory Management
  • Safety Management
  • Site Maintenance
  • Goal-Oriented
  • Customer Relationship Building
  • Patience and Persistence
  • Payment Scheduling

Affiliations

Dale Carnegie Training Certificate 2011

Certification

  • P&C License

Timeline

Collection Customer Service Representative

JP Morgan Chase
03.2023 - Current

Insurance Professional

USAA
08.2019 - 10.2022

Intake Coordinator

EXL Service
11.2018 - 07.2019

Directv Customer Service Loyalty Rep

ATT
05.2016 - 10.2018

Bachelor Of Liberal Arts - Liberal Arts And General Studies

Saint Leo University

Middleton High

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Charmeka Lashawn Ross