Denedra Lacy
Fort Worth,TX
Summary
High powered Customer Service/Account Manager who specializes in quality service, customer retention, technical support, productivity and team management. Resourceful Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Billing Specialist
AMN Healthcare
11.2022 - 12.2023
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Interpret contract terms to identify billing exceptions and ensure compliance with billing requirements.
- Input invoice data accurately into client databases and proprietary software.
- Update billing systems to reflect any invoicing changes and maintain accurate records.
- Process billing adjustments, including credits and debits, in billing software with precision.
- Manage various email accounts associated with timecard entry for billing purposes.
- Collaborate with team mentor to investigate and resolve billing inquiries from both internal and external stakeholders.
- Generate and distribute invoices to clients within specified timelines, coordinating special procedures as needed.
Prepare, execute, and reconcile Excel reports upon request
Customer Account Manager
AMN Healthcare
11.2019 - 11.2022
- Resolve all first call resolution inquiries related to timekeeping and reimbursements
- Manages Inbound/Outbound Call Volume
- Partners with Healthcare Professionals, Clients and Sales to collect approved Time Records to ensure timely pay/bill
- Manage pay/bill discrepancies by partnering with internal and external customers
- Respond to internal communications to ensure prompt resolutions
- Educate Healthcare Professionals on navigating our self-service website for payroll information
- Establish payment plans for Earnings Overpayment
- Handle complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with cross-functional teams to develop strategic plans for improving overall customer experience.
Custom Homes Account Manager
ADT
09.2017 - 11.2019
- Handle escalated situations through confidence in decision making, empathy, courtesy and concern for the customer and their issue
- Negotiate and aid in customer complaints while ensuring a win/win resolution
- Process inbound and outbound calls to the point of resolution, including but not limited to customer service inquiries, complaints, and requests for assistance about system use, maintenance, and customer account information
- Troubleshoot specific system operational problems encountered by customers and attempt to provide immediate solutions
- Effectively enforce company policies without alienating the customer.
Customer Care Representative
ADT
03.2017 - 09.2017
- Answers and processes inbound customer calls as specified, in a professional, courteous, and timely manner
- Maintains a professional, calm, and pleasant voice image at all times when communicating with customers
- Efficiently and accurately enters and maintains all customer account data and activity in appropriate systems
- Provides accurate and timely follow-through on all customer inquiries or correspondence requiring research.
Retention Coordinator
Kings III Emergency Communications
03.2016 - 09.2017
- Draft and process contract proposals for new owners and managers
- Educate customer of services we provide
- Retain customers business
- Create and process upgrade opportunities
- Assist with ideas to better improve the company.
Account Manager
MONI Smart Security
03.2013 - 03.2016
- Make outbound calls to customers that have requested to cancel service
- Use probing questions to identify the root cause of the request to cancel
- Select appropriate offers to resolve the customer's issues
- Negotiate win/win solutions that best serves the customer and the company
- Make sound financial decisions regarding downtime credits, rate reductions, pay offs, contract extensions, discount service jobs, etc
- Improved service quality and increased sales by developing a strong knowledge of company's products and services
- Addressed negative customer feedback immediately
- Worked to maximize the performance of the team and organization
- Handle Escalations
- Assist peers and share advice, tips and ideas.
Service Desk Specialist II
T-Mobile
11.2011 - 03.2013
- Identify problems with system operations and provided potential workarounds
- Provided technical support for routine issues
- Triage, diagnose, escalate and resolve incidents.
Education
Bachelors of Social Science, Social Work -
North Carolina Agricultural And Technical State University
12.2024
Associate of Arts and Sciences - AAS, Social Sciences -
Indiana Wesleyan University
01.2019
CCNA -
Northlake College
01.2016
Diploma -
Kilgore High School
01.2009
Skills
- Customer Service
- Search Engine Optimization (SEO)
- Technical Support
- Account Management
- Customer Retention
- Computer Proficiency
- Security
- Troubleshooting
- Billing systems and software
- Account oversight
- Client Relationship Building
- Issue Resolution
Certification
- HTML/CSS - TestDome, 09/01/19, 09/01/22
- Learning Salesforce - LinkedIn
- Salesforce for Customer Service - LinkedIn
- SEO Foundations - LinkedIn
- Social Success at Work - LinkedIn
- CompTIA A+ - CompTIA
Timeline
Billing Specialist
AMN Healthcare
11.2022 - 12.2023
Customer Account Manager
AMN Healthcare
11.2019 - 11.2022
Custom Homes Account Manager
ADT
09.2017 - 11.2019
Customer Care Representative
ADT
03.2017 - 09.2017
Retention Coordinator
Kings III Emergency Communications
03.2016 - 09.2017
Account Manager
MONI Smart Security
03.2013 - 03.2016
Service Desk Specialist II
T-Mobile
11.2011 - 03.2013
Bachelors of Social Science, Social Work -
North Carolina Agricultural And Technical State University
Associate of Arts and Sciences - AAS, Social Sciences -
Indiana Wesleyan University
CCNA -
Northlake College
Diploma -
Kilgore High School
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