DIAMOND SMITH
Dallas,TX
Summary
Dedicated professional with 8+ years of experience in healthcare customer service/loans/collections management. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success, specializing in quality, speed, and process optimization.
Overview
9
9
years of professional experience
Work History
Analyst
Mphasis
Carrollton, TX
10.2020 - 08.2021
- Evaluated loan risk through verification of loan application information
- Worked with underwriters to fix application problems and resolve issues
- Documented borrower information in loan processing system resolving any discrepancies, using attention to detail and data entry skills
- Assessed loan compliance to meet mortgage lending laws and regulations
- Verified integrity of applicants' information to minimize fraud
- Analyzed and processed over 50 VOE requests per day.
- Performed budget analysis to control expenditures and predict future budget needs
- Collected, arranged, and input information into database system
Tier 2 Customer Service Representative
Blue Cross Blue Shield of Michigan
Detroit, MI
06.2015 - 10.2020
- Analyzed, evaluated, resolved and answer questions for members regarding eligibility, benefits, authorizations, and claims via telephone and written correspondence under various product lines
- Liaised between providers and members, resolving claims issues using problems-solving and communication skills
- Evaluated, priced, and adjudicated claim inquiries
- Organized work to meet all National/Corporate/Department Production and Quality Standards
- Managed over 50 customer calls per day.
- Assisted customers in identifying issues and explained solutions to restore service and functionality
Customer Sales Support Representative
Aditya Group
Farmington Hills, MI
09.2014 - 04.2015
- Handled inbound and outbound calls related to cellular products and services on behalf of Verizon wireless
- Placed orders and determined charges, overseeing billing and payments using time management and organization skills
- Educated customers about cellular products and services
- Leveraged proven sales methods to increase revenue by 10% and surpass sales objectives by 15%.
- Developed working knowledge of CRM to effectively track sales leads and activities
Collections Manager
You Walk Bail Bond Agency
Detroit, MI
10.2012 - 05.2014
- Supervised staff of collectors, monitoring phone calls and letters
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies
- Collected outstanding accounts receivable dollars from existing client base
- Resolved customer billing problems and reduced accounts receivable delinquency
- Utilized available resources and skip tracing techniques to ascertain locations of persons with past due accounts
- Maintained collection goal of 90% or more every month.
Education
Associate of Arts - Business Administration and Management
Macomb Community College
05.2021
Skills
- Excellent Communication
- Organization and Time Management
- MS Office
- Decision-Making
- Multitasking Abilities
Timeline
Analyst
Mphasis
10.2020 - 08.2021
Tier 2 Customer Service Representative
Blue Cross Blue Shield of Michigan
06.2015 - 10.2020
Customer Sales Support Representative
Aditya Group
09.2014 - 04.2015
Collections Manager
You Walk Bail Bond Agency
10.2012 - 05.2014
Associate of Arts - Business Administration and Management
Macomb Community College
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