FELICIA Bland
Plainfield,N.J.
Summary
Extensive background in above areas, primarily in health care and financial settings. Establish and maintain positive rapport with clients or patients by balancing humanism with efficiency. Accurately tabulate cash flow. Management background.
Overview
35
35
years of professional experience
Work History
Trade Corrections Clerk
Merrill Lynch
01.2000
Support Service Associate
Morristown Memorial Hospital
12.2021 - Current
- Improved customer satisfaction by addressing and resolving support issues promptly and professionally.
- Facilitated communication between clients, vendors, and internal departments to resolve complex problems quickly.
- Handled sensitive customer information securely following strict protocols established internally regarding data privacy protection measures such as encryption standards required when transmitting files electronically via email attachments sent from company email accounts only.
- Provided exceptional technical assistance through phone calls, emails, or remote access tools as needed by customers seeking help with various software applications or hardware devices used in their workplace environment.
- Conducted regular audits of support case data, identifying areas for improvement and recommending corrective actions.
- Developed training materials for new support associates, ensuring a smooth onboarding process and successful integration into the team.
- Organized weekly team meetings to review performance metrics, discuss ongoing projects or initiatives related specifically towards improving overall departmental efficiency levels while also providing an opportunity where each member could voice any concerns they may have about current workloads which might require additional resources be allocated accordingly.
Universal Banker
Boiling Springs Savings Bank
01.2016 - Current
- Combine performance of Teller, Platform, and Sales functions.
Behavior Specialist
Union County Arc
02.2022 - 11.2024
- Enhanced teacher-student relationships by providing guidance on effective communication and rapport-building techniques.
- Developed and maintained individualized skill-appropriate lesson plans.
- Implemented data collection systems for monitoring student progress toward behavioral goals, providing regular updates to stakeholders on achievements made over time.
- Fostered positive learning environment by training staff on application of evidence-based behavior modification techniques.
- Provided crisis intervention support during critical incidents, deescalating situations and ensuring the safety of all involved parties.
- Evaluated the effectiveness of behavior interventions using data-driven approaches, making adjustments as needed to ensure success.
- Designed and addresses strategic goals by creating and introducing frameworks for department support.
File Clerk
Dental Health Associates
01.2014 - 01.2015
- Organized patient charts.
Cash Management Supervisor
Rapid Check Cashing
01.2005 - 01.2014
- Managed every aspect of operations with emphasis on escalated customer service and accurate bank reconciliations.
- Trained new hires.
Senior Digital Customer Care Specialist
Nextel
01.2000 - 01.2002
- Introduced new and upgraded products to customers.
- Provided first-level technical support.
- Resolved problems as they arose.
Clerk/Secretary
Newark Beth Israel Medical Center
01.1990 - 01.2000
- Company Overview: Previously worked for Irvington General Hospital before its acquisition by Atlantic Health System, which also operates Beth Israel.
- Supported two physicians in Infectious Disease Department, having coordinated charting and other documentation for adult and pediatric HIV patient records.
- Processed insurance claims using CPT and ICN-9 coding.
- Earlier, had processed admitting information for Emergency Department.
- Handled billing.
- In all positions, served as receptionist and patient advocate.
- Previously worked for Irvington General Hospital before its acquisition by Atlantic Health System, which also operates Beth Israel.
Education
Certificates - Medical Billing, EKG
New York Medical Institute
New York, N.Y.Certificate - Business
Roberts-Walsh Business School
Union, N.J.Graduation - College preparatory program
St. Vincent Academy
Newark, N.J.Skills
Account Creation
Billing
Insurance Coding
Cash Reconciliation
Troubleshooting
Multitasking
Up-Selling
Cross-Selling
Timeline
Behavior Specialist
Union County Arc
02.2022 - 11.2024
Support Service Associate
Morristown Memorial Hospital
12.2021 - Current
Universal Banker
Boiling Springs Savings Bank
01.2016 - Current
File Clerk
Dental Health Associates
01.2014 - 01.2015
Cash Management Supervisor
Rapid Check Cashing
01.2005 - 01.2014
Trade Corrections Clerk
Merrill Lynch
01.2000
Senior Digital Customer Care Specialist
Nextel
01.2000 - 01.2002
Clerk/Secretary
Newark Beth Israel Medical Center
01.1990 - 01.2000
Certificates - Medical Billing, EKG
New York Medical Institute
Certificate - Business
Roberts-Walsh Business School
Graduation - College preparatory program
St. Vincent Academy