Felicia Hills
Milwaukee,WI
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Daycare Owner/Operator
Happy Hearts Learning Center
- Oversaw safety requirements, inspection, and certification procedures to facilitate annual licensing review.
- Stayed current on guidelines to maintain compliant program operations.
- Maintained records , achieved five stars with internal audits.
- Supervised childcare workers and oversaw facility to meet state requirements for education and training.
- Sent monthly reports to parents regarding child progress.
- Overseen nutritional menus
Benefits Customer Service Representative
Unum
10.2019 - Current
- Analyzed and addressed escalated claims to resolve issues quickly.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Updated claims system to track claim status and provide relevant information to other department.
- Ensure privacy of our customers remains the utmost importance.
- Respond to customer inquiries with timely and accurate information .
- Met and exceeded performance metrics .
- Strong verbal/written communication and interpersonal skills
- Ability to adapt and work effectively in a continuously changing environment .
- Monitored and updated claims status in claims processing system.
- Checked documentation for accuracy and validity on updated systems.
- Coordinated with contracting department to resolve payer issues.
- Developed and implemented strategies to improve claim processes.
- Posted payments to accounts and maintained records.
- Strong mentoring and coaching skills
- Assisted on the job training to new employees when released from training class when necessary
- Respond to escalated customer concerns , escalated customer, provider or agent calls as well as resolved and assisted representatives with complicated research issues .
Customer Care Representative
Chisholm Graphics
03.2013 - 11.2018
- Reviewed customer data to assess current issues and determine potential solutions .
- Kept customer and system account information accurate and current to support timely
resolutions for all concerns . - Coordinated logistics and pricing and availability
- Stepped in as Acting Supervisor
- Introduced new methods, practices, and systems to reduce turnaround time.
- Cross-trained existing employees to maximize team agility and performance.
- Performed detailed material inventories and ordered more supplies.
- Supervised production team, keeping production schedules on track to meet tight deadlines.
Customer Service Representative
Angie's Bath And Body
01.2011 - 02.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Expressed appreciation for customer loyalty, inviting and encouraging customer loyalty.
- Process exchanges/ returns
- Utilize payment system
- Processed customer orders and inquiries via phone, and email .
Education
Associate of Applied Science - Business Administration
ITT Technical College
Greenfield05.2006
Skills
- Claim practices
- Claims Processing
- Customer Service
- Mentorship
- VB claims
- Telephonic Claims Submission
- Claims Resolution
- Payment Systems
- Soft Skills, Verbal and Written Communication
- Ability to work in multiple systems
- Assist with On the Job Training
Timeline
Benefits Customer Service Representative
Unum
10.2019 - Current
Customer Care Representative
Chisholm Graphics
03.2013 - 11.2018
Customer Service Representative
Angie's Bath And Body
01.2011 - 02.2013
Daycare Owner/Operator
Happy Hearts Learning Center
Associate of Applied Science - Business Administration
ITT Technical College
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