Summary
Work History
Additional Work History (UK)
Skills
Education
Generic

Danielle Crofts

Customer Service Manager
Lynnwood,WA

Summary

Dynamic multifaceted Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.

Work History

Provider Account Manager

Mindful Therapy Group
Mountlake Terrace, WA
03.2023 - 04.2023
  • Primary point of contact and support staff during a new provider’s onboarding experience.
  • Directed and assisted therapist's/nurse practitioners in setting up the business elements of their private practice while onboarding them to Mindful Therapy Groups infrastructure.
  • Forecasted potential earnings, tracked financial trends, created appointments, blocks and adjusted schedules.
  • Provided system and coding guidance, tracked licensing and credentialing.
  • Presented and advised on private practice success and identified targeted improvement areas.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.

Billing Specialist

Avenue5 Residential
Lynnwood, Washington
03.2022 - 03.2023
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options to resolve disputes and outstanding debts.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Prepared and submitted monthly billing reports to management for financial overview.
  • Provided excellent customer service, developing and maintaining client relationships.
  • Monitored outstanding invoices and performed collections duties. Utilized various software programs to process customer payments.

Resolution Manager and Retention Specialist

Reedhein & Associates
Bellevue, WA
03.2018 - 12.2021
  • Managed and prioritized high profile escalations at an executive level such as Attorney General, attorney demands, the Better Business Bureau, endorsers and all other social media platforms.
  • Created and executed Settlement & Release Authorization DocuSign documents to ensure a safe delivery of refunded fees.
  • Coordinated cross-department line training and created relevant expectations via SOPs.
  • Worked in tangent with in-house and external legal counsel to deliver responses to arbitration/ litigation refunds.
  • Monitored and tracked the escalations pipeline and workflow to ensure that all resolved tickets were appropriately dispositioned.
  • Assisted accounting with their case closures to maintain fiscal responsibility and transparency.
  • Recruited, interviewed and hired employees.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Claims Representative

Puget Sound Energy Inc
Bothell, WA
02.2016 - 12.2017
  • Communicated with policyholders, third parties and claimants.
  • Pursued, documented and reviewed information to complete all assignments within the given deadlines.
  • Performed O&M and Capital write off requests for claims which had reached their statute of limitations.
  • Investigated property damage, liability demands, and collision claims including those that required a driving license suspension via the DOL. Filed and mailed out Promissory Notes and Confession of Judgment documents for those wishing to create payment arrangements. Reclaimed damage fees in excess of $240,000 per month, while managing liability pay out costs under $100,000.
  • Responsible for completing all claims within 30 city territories and completing 50+ cases per month.

Additional Work History (UK)

I have additonal work history in England which includes: Teaching Assistant, Care Assistant, Self-employed Piercist, Sales Manager, Customer Service Trainer and Retail Manager.

Skills

Staff Management

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Education

GED -

Edmonds Community College
Lynnwood, WA
10.2015 - 11.2015

A-Levels - Psychology, Sociology, Religious Philosophy&Ethics

Wickersley Sports College
Rotherham, UK
01.2008 - 06.2010

GNVQ - Health & Social Care

Aston Sixth Form
Aston, UK
01.2006 - 04.2008

NVQ - Leisure And Tourism, IT

Dearne Valley College
Aston, UK
01.2004 - 06.2005

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Danielle CroftsCustomer Service Manager