CHRISTOPHER THOMAS
GARNER,NC
Summary
Organized team leader that builds positive rapport, inspires trust and guides teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
19
19
years of professional experience
Work History
Credential Examiner I
American Specialty Health
10.2023 - Current
- As a Credential Examiner I expedite credential verification of practitioners in the credentialing or recredentialing process according to department standards, accreditation standards, regulatory requirements, and health plan expectations
- Responsible for obtaining information to credential new applicants and recredential participating practitioners according to department standards
- Communicated with practitioners by mail, fax, or phone to answer questions and obtain information in a timely manner
- Responded to provider inquiries within 48 hours of receipt via phone and/or email communication
- Obtain required documentation by mail, fax, or phone and update practitioner files
- Examined forms to determine insurance coverage and validity.
- Served as a subject matter expert on specific industries or types of applications, guiding colleagues in their evaluations when needed.
- Managed high volume caseloads, prioritizing tasks to meet strict deadlines while maintaining attention to detail.
- Contributed positively to organizational reputation by consistently demonstrating professionalism, integrity, and expertise in the role of Examiner.
- Maintained up-to-date knowledge of industry regulations to ensure accurate application assessments.
- Developed strong relationships with internal and external stakeholders, fostering open communication and collaboration.
- Conducted comprehensive reviews of complex applications, ensuring all necessary documentation was obtained before rendering a decision.
- Kept up-to-date with state and federal regulations to prevent errors and fraud.
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
- Ensured compliance with relevant laws, policies, and procedures throughout the examination process.
- Assisted in the development of training materials, improving examiner knowledge and skillsets.
- Worked effectively in fast-paced environments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed time efficiently in order to complete all tasks within deadlines.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Quality Control/Team Lead
Lereta LLC
11.2015 - 04.2023
- As a Quality Control/Team Lead I was responsible for examining, analyzing and evaluating information collected by reps that i oversaw. The information was collected from various companies across the U.S and ensured that the information listed was accurate; performed various related duties as required
- Performed Quality Assurance and Quality Audits on TSR reps collected data files and system infrastructure daily
- Obtained and documented current tax amount statuses, delinquency and redemption information amounts through a combination of agency visits, written and telephone correspondence with various agencies
- Reviewed, corrected, deleted and or purged files to eliminate duplication of data where applicable
- Maintained operations by following policies and procedures; stayed open minded and accepting of ongoing changes
- Facilitated the development of training docs and materials for TSR reps
- Responded to various clients and department emails
- Tracked and reported any rule changes and/or general status changes in the mortgage tax landscape for various counties across the U.S
- Established performance metrics for the Quality Control team, driving continuous improvement efforts across the department.
- Revised and drafted policies and procedures to address deficiencies comprehensively.
- Reported problems and concerns to management.
- Advised and led process improvement team with deliberation, leadership and strategic planning.
- Reviewed production processes and identified potential quality issues.
- Developed and implemented procedures to meet product quality standards.
- Conducted investigations into questionable test results.
- Liaised between quality control and other departments and contractors, providing project updates and consultation.
- Prepared reports to dispense information for product teams and compile information supporting long-term company development and success.
- Increased efficiency of the Quality Control team by developing and implementing comprehensive training programs.
- Maintained accurate documentation of all quality control activities, ensuring compliance with regulatory requirements.
- Participated in internal audits as a subject matter expert, contributing valuable insights into best practices for maintaining high-quality standards throughout the organization.
- Managed a diverse team of Quality Control professionals while maintaining a strong focus on professional development and career growth opportunities.
- Organized weekly meetings with staff members to discuss ongoing projects and troubleshoot any challenges faced during quality inspections.
- Developed training programs for new team members, ensuring a thorough understanding of company policies and procedures related to quality control.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Tax Status Reporting Representative
Additional Staffing Group/Lereta
01.2015 - 11.2015
- As a Tax Status Reporting Representative, I was responsible for all facets of researching the payment status for a customer's escrow and non-escrow loan portfolios including the procurement of delinquent tax amounts and the necessary fees and penalties due to cure any delinquencies
- In addition, I was responsible for assigning liability for delinquencies that were identified
- Analyzed existing tax parcels and compared tax agency information to confirm and validate the accuracy of the tax parcels and jurisdictions associated with the property
- Researched a high-volume of complex issues typically requiring advanced knowledge of customer business rules and LERETA's requirements
- Reviewed agency websites, makes/receives phone calls or utilizes internal tax reports to research tax status and to identify delinquent taxes
- Identified imminent loss situations and escalated to management promptly
- Investigated and reported property value and/or property exemption discrepancies
- Managed new orders and pending queue items in accordance with LERETA's Standard Operating Procedures (SOPs), established performance metrics and the customer's Service Level Agreements (SLA's)
- Conducted quality assurance checks on work performed by vendors and less experienced team members
- Expedited research by utilizing advanced knowledge of state and agency requirements, processing instructions and calendars
- Negotiated with attorneys and third-parties regarding pay-off and redemption information to prevent and mitigate tax sales
- Prepared supporting documentation and requests approval for penalty checks and fees if research determines that LERETA is liable for delinquencies
- Entered pay status and/or delinquent tax amounts into the system for reporting to the customer
- Downloaded or upload files to systems or vendors via approved methods and procedures
- Transferred data obtained via phone, fax or e-mail to the LERETA servicing system in order to accurately disseminate information to the customer
- Entered data received from the Tax Collectors into the database
- Tracked and maintains daily production / workflow and accuracy expectations data in order to submit a status report to management on a daily basis
- Recorded and maintained daily production / workflow and accurately expectations data in order to submit a status report to management on a daily basis
Delinquency Management Specialist
IBM/Seterus
05.2013 - 01.2015
- As a Delinquency Management Specialist, I efficiently and carefully resolved customer inquiries and billing disputes, as well as set up valid repayment plans, forbearances and mortgage loan modifications amongst various other related duties as required
- Used skills in a high-volume, high-pressure call center environment by identifying and applying the correct solution to assist the customers to retain their homes
- These solutions may include but not be limited to: reinstate the loan, create a valid repayment plan, forbearance and modifications
- Consistently demonstrated a high level of customer service and mortgage industry knowledge while completing difficult conversations with customers
- Processed inbound and outbound calls to proactively collaborate with delinquent customers, third parties and attorneys to initiate collections, retention or liquidation remedies
- Documented all customer contact in accordance with established procedures
- Completed a root cause analysis during customer phone calls to determine their ability to pay and their understanding of their financial situation
- Dissected and resolved complex servicing related issues and presented it all in a clear concise manner that a customer would understand
- Communicated difficult/sensitive information tactfully and courteously
- Multi-tasked effectively by resolving, defusing and deescalating issues in a timely manner
Security Guard/Supervisor
Allied Barton Security
05.2007 - 09.2012
- As a Security Guard/Supervisor I was responsible for ensuring that the facility is provided with high quality security services to protect people and property as well as reporting safety concerns, security breaches and unusual circumstances both verbally and in writing
- Maintained customer facility and managed post as required by customer
- Ensured presence of security at all times and prevented any conduction of crime at site
- Monitored post and investigated all suspicious activities
- Managed all medical and accident emergencies
- Administered emergencies and responded to all fire alarms and bomb threats
Customer Service Representative/ SME
Alorica
01.2006 - 05.2007
- As a Customer Service Representative/ SME I was responsible providing top tier service to existing business customers, growing existing relationships through education and inspiration of products and services and helping valued customers maximize their benefits and increase their use of West Corps products
- Provided astounding customer service through effective and timely resolution of various customer inquiries and concerns
- Built customer loyalty and value through effective account management, identifying and providing offers for appropriate additional products, features, and services, and collecting past due balances
- Used resource documentation for reference and the automated and training tools provided to deliver exceptional customer service
- Met department productivity and quality standards
- Appropriately disburses adjustments and account credits in accordance with T-Mobile policy
- Approached each call with a can-do mindset and treats each customer with respect, courtesy, and a genuine desire to help
- Completed training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency on company values, organizational requirements, and competencies needed for the Expert role
Education
Computer Information Systems -
Nash Community College
High School -
Southwest Edgecombe High School
01.2004
Skills
- Credentialing
- Quality Assurance
- Delinquency Management
- Customer Service
- Cyber Security
- KPI Management
- Root-Cause Analysis
- Talent Development
- Strategic Planning
- Problem-Solving
- Attention to Detail
- Excellent Communication
Timeline
Credential Examiner I
American Specialty Health
10.2023 - Current
Quality Control/Team Lead
Lereta LLC
11.2015 - 04.2023
Tax Status Reporting Representative
Additional Staffing Group/Lereta
01.2015 - 11.2015
Delinquency Management Specialist
IBM/Seterus
05.2013 - 01.2015
Security Guard/Supervisor
Allied Barton Security
05.2007 - 09.2012
Customer Service Representative/ SME
Alorica
01.2006 - 05.2007
High School -
Southwest Edgecombe High School
Computer Information Systems -
Nash Community College
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