DeAndrea Cobbs
LAS VEGAS
Summary
Analytical professional specializing in account analysis, regulatory compliance, and documentation management in high-volume remote settings. Investigates account activity, conducts risk assessments, and enforces policy standards while ensuring HIPAA compliance. Excels in CRM systems, audit support, and collaboration to maintain accuracy and adherence to guidelines.
Overview
18
18
years of professional experience
Work History
Paraprofessional / Documentation Specialist
Serene Reflections
02.2008 - Current
- Maintained HIPAA-compliant records; prepared documentation for Medicaid audits and regulatory review
- Prepared documentation for audit findings and contributed to Medicaid audit investigations, ensuring compliance with regulatory requirements
- Trained and coached staff on documentation standards and compliance procedures, enhancing adherence to quality assurance practices
- Coordinated with clinicians, case managers, and medical professionals to ensure seamless continuity of care for clients
- Facilitated GED preparation program; supported 250+ clients in successfully meeting graduation requirements through structured tutoring and performance tracking
Remote Customer Service Representative
VXI
07.2024 - 11.2024
- Provided technical and account support for Apple products and services via phone, chat and email
- Resolved customer product issues, upgrades, billing inquiries, sales requests, and account changes
- Troubleshot iOS devices, Apple ID issues, connectivity problems, and software concerns
- Provided step-by-step technical guidance to enhance customer experience and ensure adherence to Apple standards
- Achieved high quality, productivity, and customer satisfaction metrics in a fast-paced environment
Remote Customer Service Representative
Walmart
10.2023 - 01.2024
- Manages high volumes of correspondence via multi-line phone systems, live chat, and email
- Reviewed customer and seller accounts to identify policy violations, unusual activity, and potential risk, ensuring compliance and security
- Analyzed transaction history and system alerts to determine appropriate account actions, mitigating risks and protecting customer interests
- Documented findings for audit and compliance, facilitating escalations and account closures as needed
- Maintained productivity, quality, and accuracy metrics while working independently in a remote environment
Remote Document Processor School Enrollment (Contract)
K12 Randstad Sourceright
08.2020 - 10.2020
- Exceeded daily quotas of processed documents; maintained perfect accuracy and integrity of documents received
- Organized, edited, and established secure storage for legal documents while ensuring high confidentiality
- Monitored school guidelines for compliance with regulatory affairs to uphold standards
- Trained new employees on company policies, procedures, and documentation standards to enhance production speeds
Remote Unemployment Specialist (Contract)
Omni Interactions
02.2020 - 08.2020
- Processed FPUC, PEUC, and PUA claims in compliance with CARES ACT guidelines, ensuring accurate and timely support for claimants
- Educated claimants on resources for Unemployment Insurance Benefits, enhancing their understanding and access to assistance
- De-escalated frustrated claimants through active listening, resulting in improved satisfaction and resolution of concerns
Warehouse Associate
Amazon
09.2016 - 04.2018
- Processed 9K+ packages daily; provided assistance with end-of-shift auditing
- Implemented two inventory lines; increased speed of scanning procedures and reduced labor costs
- Developed processes to reduce damaged inventory; streamlined operations and optimized workflows
- Facilitated training sessions for new hires; mentored and coached to enhance employee engagement
Education
GED / High School Diploma Equivalent -
Middle Georgia Technical College
COVID-19 Contact Tracing Certification -
Skills
- Documentation Management
- Salesforce
- Data Analysis
- Compliance review
- Quality assurance
- Document management
- Audit Support
- Technical Documentation
- Account Analysis
- Technical Troubleshooting
- CRM Systems
- Quality control
- Five9
- Bright Pattern
- Avaya Contact Center
- Document Management Systems
- Information Management
- Process Documentation
- Information Organization
- Communication Systems
- Client Documentation
- Workflow Optimization
- Scheduling
- Project Coordination
- Time Management
- File Management
- SLA Adherence
- Record Verification
- Windows
- MacOS
- Leadership & Team Support
- Customer advocacy
- Records analysis
- Customer advocacy
Technical And Operational Skills
Salesforce, Five9, Bright Pattern, Avaya Contact Center, Live Agent, RingCentral, Amazon Connect, Regulatory Compliance, Policy Enforcement, Audit Support, Risk Assessment, HIPAA Compliance, Secure Data Handling, Account Analysis, Case Management, Documentation Review, Data Entry, Records Management, Identity Verification, Microsoft Office Suite (Word, Excel, Outlook), Windows, macOS (Pages, Numbers, Preview), KPI Achievement, SLA Adherence, Workflow Optimization, Quality Assurance
Timeline
Remote Customer Service Representative
VXI
07.2024 - 11.2024
Remote Customer Service Representative
Walmart
10.2023 - 01.2024
Remote Document Processor School Enrollment (Contract)
K12 Randstad Sourceright
08.2020 - 10.2020
Remote Unemployment Specialist (Contract)
Omni Interactions
02.2020 - 08.2020
Warehouse Associate
Amazon
09.2016 - 04.2018
Paraprofessional / Documentation Specialist
Serene Reflections
02.2008 - Current
GED / High School Diploma Equivalent -
Middle Georgia Technical College