Darnesha Burrell
Helena,AL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Knowledgeable instructor making complex concepts easier to understand while challenging students to think critically. Monitored student progress and adjusted instruction as needed. In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures. Successful Contact Representative with 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
12
12
years of professional experience
Work History
Contact Representative
Social Security Administration
05.2019 - Current
- Manages a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients. Speaks with beneficiaries, representative payees, and the public to respond to their calls and inquiries.
- Initiated new learning methods, eliminating instructional gaps and improving comprehension while providing new hires with appropriate materials for success.
- Processes Title 2 and assigned Title 16 post entitlement workloads using appropriate automation tools and systems inputs
- Initiates contacts with beneficiaries or others to obtain reports and clarify inconsistent or incomplete reports
- Research case situations and reconciles discrepancies causing interruption in the receipt of Title 2 and Title 16 monthly benefits
- Screens inquiries on Title 2 and Title 16 overpayments/offsets and resolves them by recovery, waiver and/or determination that the overpayment did not exist or is uncollectible
- Answers questions and resolves problems concerning Medicare eligibility and premium payments, including Parts A, B, C and D
- Premium collection and other benefit entitlement and payment status problems and takes appropriate action
- Responds to inquiries regarding Social Security numbers (SSN's,) replacement cards, corrected cards and the actions needed for newborns, adoptions, and aliens
- As assigned, processes all SSN applications, while maintaining the integrity of enumeration.
E-Content Analyst
EBSCO Industries
06.2017 - 05.2019
- Perform Global Knowledge Base package maintenance activities meeting the departmental KPIs
- Communicate and work with publishers to resolve customer service requests, obtain necessary metadata needed to maintain the Global Knowledge Base, and additional issues as needed
- Conduct regular analysis of publisher supplied data and content feeds to ensure comprehensiveness, quality, and accuracy of the metadata
- Participate in 3-5 continued learning opportunities (training videos, observations, etc.)
- Participate and contribute in team wide initiatives related to the quality of the GKB as needed.
Healthcare Quality Assurance Specialist
DST Health Solutions
12.2015 - 06.2017
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Conduct audits on associates referencing documented policies and procedures.
- Create department desktop procedures for audit plan
- Wrote and maintained detailed internal documentation on developed systems.
- Reported progress, test metrics and results to management.
- Mentor less experienced associates.
- Perform quality review of all functions/tasks performed within the enrollment department.
- Maintain positive working relationship with supervisors, team members, clients and other cross functional departments.
- Participate in the development of Quality Assurance plans.
Enrollment Analyst
DST Health Solutions
09.2014 - 12.2015
- Responsible for daily reconciliation of beneficiary's membership
- Processed urgent requests from the client and other departments
- Served as a resource to other members of the Enrollment team
- Processed inquiries from Customer Service Department
- Monitored and maintained daily processing of the Transaction Reply Report (TRR) and Monthly Membership Report (MMR) from the Centers for Medicare and Medicaid Services (CMS)
- Completed retroactive enrollment and disenrollment process
- Assisted with special projects as needed
- Reconciled monthly claim reports
- Provided accurate research.
Customer Service Representative
DST Health Solutions
04.2012 - 09.2014
- Answers about 65-120 calls per day from members inquiring about their premiums, deductibles, and Late Enrollment Penalties
- Assist clients with dis-enrolling from their insurance plan
- Provided pharmacist and pharmacy technicians with proper assistance to receiving a paid claim
- Processed grievances on behalf of an upset member or provider
- Served as a Tier II Rep, assisting less experienced customer service reps with questions they were unsure of.
Education
Miles College
Business Administration And Management
SUNY Empire State College
Saratoga Springs, NY05.2026
Diploma - Criminal Justice
Jess Lanier High School
05.2007
Skills
- Compliance standards
- Public Speaking
- Mentoring and training
- Data Analysis
- Assertiveness
- Quality Assurance
- Goal-Oriented
- Data entry proficiency
- Class Instruction
- Attendance monitoring
- Problem-Solving
Timeline
Contact Representative
Social Security Administration
05.2019 - Current
E-Content Analyst
EBSCO Industries
06.2017 - 05.2019
Healthcare Quality Assurance Specialist
DST Health Solutions
12.2015 - 06.2017
Enrollment Analyst
DST Health Solutions
09.2014 - 12.2015
Customer Service Representative
DST Health Solutions
04.2012 - 09.2014
Miles College
Business Administration And Management
SUNY Empire State College
Diploma - Criminal Justice
Jess Lanier High School