Elysia Shaver
Aurora,CO
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
Work History
Medicaid Operations Rep
Colorado Department of Health Care Policy and Financing
08.2023 - Current
- Take inbound and outbound calls for Medicaid members in a call center setting
- Use salesforce and 5Nine systems
- Provide information for over 26 different benefit programs, benefits, rules and policies-Explain eligibility requirements
- Quote copayments, verify coinsurance.
Assistant Manager
AutoPay
03.2022 - 10.2023
- Manage time and train new hire classes and associates
- Sort out customer complaints and ensure that customers are satisfied with the level of service provided
- Correct and update attendance timesheets.
- Recruited, interviewed and hired employees
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Gained extensive knowledge in data entry, analysis and reporting.
- Applied effective time management techniques to meet tight deadlines.
- Payroll management
Collections and Customer Service
SANTANDER CONSUMER USA
10.2013 - 12.2021
- Servicing auto loans by determining the best course of action for a customer's permanent resolution.
- skip tracing, taking loan payments and reporting repossessions when advised by local vendors
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Updated account information to maintain customer records.
- Applied effective time management techniques to meet tight deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Proved successful working within tight deadlines and a fast-paced environment.
- Resolved problems, improved operations and provided exceptional service.
DEBIT SPECIALIST
RAUSCH STURM
01.2020 - 01.2021
- Collections and negotiating debt repayment
- Inbound and outbound calls
- Servicing judgments and post judgments.
Recovery specialist
Alliance Data
03.2018 - 01.2020
- Skip tracing and negotiating effective payment plans
- Proposing settlement and avoiding pre attorney escalations for possible legal action or garnishments
- Improved client satisfaction through timely communication and resolution of account discrepancies.
- Utilized strong negotiation skills to persuade debtors toward mutually beneficial payment plans or settlements, avoiding costly litigation when possible.
- Provided training and mentorship to new Recovery Specialists, fostering an environment of teamwork and success.
- Supported management in identifying opportunities for process improvement within the department''s operations.
RETAIL SALES
NEW YORK AND COMPANY AND FOREVER 21
10.2011 - 04.2014
- Retail sales and marketing.
- Cultivated interpersonal skills by building positive relationships with others.
- Demonstrated leadership skills in managing projects from concept to completion.
- Skilled at working independently and collaboratively in a team environment.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Education
High School Diploma -
Emily Griffith Technical College
Dental Assistant Certification -
Concorde Career College
Aurora, CO06.2011
Skills
- Strong verbal and written communication
- Customer service
- Proficient with Word, Excel, and PowerPoint
- Process Improvement
- Recruiting skills
- 40 WPM 10-Key Compatible
- Leadership
- Skip Tracing
- High familiarity with security regulations
- Supervising, training and motivating employees
- Scheduling abilities
- Process Management
- Financial Transactions
- Call Documentation
- Issue and complaint resolution
- Collections
Timeline
Medicaid Operations Rep
Colorado Department of Health Care Policy and Financing
08.2023 - Current
Assistant Manager
AutoPay
03.2022 - 10.2023
DEBIT SPECIALIST
RAUSCH STURM
01.2020 - 01.2021
Recovery specialist
Alliance Data
03.2018 - 01.2020
Collections and Customer Service
SANTANDER CONSUMER USA
10.2013 - 12.2021
RETAIL SALES
NEW YORK AND COMPANY AND FOREVER 21
10.2011 - 04.2014
High School Diploma -
Emily Griffith Technical College
Dental Assistant Certification -
Concorde Career College
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