Darnishia Mays
Concord,NC
Summary
Proven specialist with a track record of enhancing billing operations and customer retention at Charter Communications, Spectrum. Skilled in audit support and customer service, demonstrating critical thinking and teamwork to streamline processes and recover outstanding balances. Achieved significant improvements in efficiency and customer satisfaction, showcasing a commitment to results and problem-solving excellence
Overview
9
9
years of professional experience
1
1
Certification
Work History
Specialty Accounts Specialist
Charter Communications, Spectrum
Charlotte, NC
10.2022 - 06.2024
- Perform employee audits and debt research
- Perform various research for internal and external customers using CSG, Agent OS, and Icoms billing systems and TMS ticketing systems
- Processed customer/employee account adjustments, build employee cable accounts
- Provided equipment movement/research for internal and external customer order entry within the billing system upon request
- Provided phone based support for employees with account requests and updates to demographics
- Assisted alongside HR with leave of Absence, Short term disability and deceased employee accounts
Billing Specialist
Charter Communications, Spectrum
Charlotte, NC
06.2017 - 10.2022
- Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
- Streamlined billing processes for improved efficiency and reduced errors.
- Developed personalized payment plans for customers experiencing financial difficulties, resulting in increased customer retention.
- Assisted in the development of departmental goals and strategies related to billing operations, contributing to overall business growth.
- Efficiently managed high-volume workloads under tight deadlines, consistently meeting performance expectations without sacrificing quality or attention to detail.
Site Coordinator/ Copay Analyst
AmerisourceBergen - Lash Group
Fort Mill, SC
10.2015 - 06.2017
- Responsible for analyzing copayment structures, which are the out-of-pocket expenses that patients must pay when receiving medical services or purchasing medications.
- Analyzing copayment data to identify trends, patterns, and anomalies.
- Coordinate and oversee the insurance verification process for patients scheduled for appointments or procedures.
- Gather insurance information from patients, including policy numbers, coverage details, and primary/secondary insurance providers.
- Verify insurance coverage by contacting insurance companies or using online verification tools.
- Confirm patient eligibility and benefits, including co-payments, deductibles, and co-insurance.
Education
Bachelor of Science - Psychology
Capella University
Minneapolis, MN07-2028
Skills
- Order Management
- Audit Support
- Invoice Processing Accounting Software Proficiency
- Payment Processing
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Critical Thinking
- Decision-Making
- Microsoft Office
- Customer Engagement
- Billing resolutions
Certification
- CNA- Certified Nursing Assistant
Timeline
Specialty Accounts Specialist
Charter Communications, Spectrum
10.2022 - 06.2024
Billing Specialist
Charter Communications, Spectrum
06.2017 - 10.2022
Site Coordinator/ Copay Analyst
AmerisourceBergen - Lash Group
10.2015 - 06.2017
Bachelor of Science - Psychology
Capella University