Dora Gavin
Belleville,MI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in healthcare industry mainly pharmaceutical, also HIPAA trained. 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. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Certified in Medicare B and D 01/01/2018
Overview
19
19
years of professional experience
1
1
Certification
Work History
Payoff Specialist
Rocket Mortgage
03.2021 - 09.2023
- Spoke with banks, mortgage lenders to get the payoff letter for refinancing
- Sometimes spoke with the clients if we were not able to get the payoffs
- Once I obtained the payoff letter I entered information into our AMP system
- The payoff letter had to be in pdf form to submit in DocViewer.
Document Analyst
Rocket Mortgage
02.2020 - 03.2021
- Analysis and make all corrections to documents to help speed up the loan for our customers.
Data Entry Specialist Ll/Custom Broker
CEVA Logistics
03.2019 - 01.2020
- Look over emails and fill out documents and submit them to customs for shipments can cross the border
- Truck, rail and ocean
- Answer calls and spoke with drivers also with dispatch to correct errors such as pap's numbers, weight, ports, quantity
- I also filled out paperwork for northern and southern border In bonds for GM
- Also did scanning, filing, pre-keying
- I used Cargowise One and Mic software.
Pharmaceutical Benefits Manager
Aerotek/MedImpact
12.2017 - 11.2018
- Assisting doctors and nurses creating prior authorizations to get medications covered for the members
- Helping pharmacies with billing
- Assisting members with explaining what their plan covers, medications, why their plans doesn't want to cover medications and what my job is to try and get them to cover the medications, copays
- I have always believed going above and beyond for all members.
- Updated account information to maintain customer records.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Specialist/Ordering Specialist
Archway Marketing
09.2016 - 11.2017
- Answering inbound calls, assist customers placing orders, tracking orders, refunding, updating information
- Answering emails
- I also rewrote the training manuals also did the training
- I worked with Lowes, Johnson&Johnson, Rogaine, Neutrogena, Assorted Gift Cards
- I always believe in going above and beyond for customer's.
Data Entry Operator
Kelly Services /JPMorganChase
02.2016 - 09.2016
- Analyzing the data for error
- Correct all errors with accuracy and speed
- Temporary
Supervisor/Customer Service Representative
Kmart
11.2013 - 04.2016
- Responsible for Cashiers, breaks, lunches
- Money handling
- Money orders, Western Union
- Assisting with refunds Opening, closing the store
- Doing frontline inventory
- Taking care of online orders
- Assisting with layaway.
Customer Service Representative/Healthcare
Vantage
11.2004 - 10.2013
- Answering inbound calls assisting members on billing, in turn contacting doctor or hospital to for current bills to be faxed over so I could in turn submit them to Medicare or Medicaid to get them paid for our members
- I also updated the members information
- I always believe in going above and beyond for my members
- I was also the team lead.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed and updated databases to handle customer data.
- Answered constant flow of customer calls with minimal wait times.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Romulus High School
Romulus, MI01.2005
Skills
- Typing
- Microsoft Excel
- Data Entry
- Copy Machine
- Communications Skills
- Computer Skills
- Customer Service
- Microsoft Word
- Call Center
- Supervisor
- Team Leader
- Cargowise One
- Mic (Software)
- Troubleshooting
- Logistics
- Microsoft Office
- Printers
- Healthcare
- Trainer
- Cashier
- Money Handling
- Excel
- Clerical
- Ordering
- 10 Key Data Entry
- Insurance Verification
- Medical Billing
- Payment Scheduling
- Relationship Building
- Updating Customer Accounts
Accomplishments
Certified in Medicare Part B and D.
Also received training -in HIPAA.
Certification
Certificate in pharmaceuticals, 01/01/18, Present
Assessments
Customer Focus & Orientation, https://share.indeedassessments.com/share, 04/01/19
Additional Information
I have been HIPAA trained.
I have been trained and certified in Medicare Part B and D.
Timeline
Payoff Specialist
Rocket Mortgage
03.2021 - 09.2023
Document Analyst
Rocket Mortgage
02.2020 - 03.2021
Data Entry Specialist Ll/Custom Broker
CEVA Logistics
03.2019 - 01.2020
Pharmaceutical Benefits Manager
Aerotek/MedImpact
12.2017 - 11.2018
Customer Service Specialist/Ordering Specialist
Archway Marketing
09.2016 - 11.2017
Data Entry Operator
Kelly Services /JPMorganChase
02.2016 - 09.2016
Supervisor/Customer Service Representative
Kmart
11.2013 - 04.2016
Customer Service Representative/Healthcare
Vantage
11.2004 - 10.2013
Romulus High School