Haven Burse
Virginia Beach,United States
Summary
Experienced Medical Billing Agent with experience with medical billing and insurance verification. Accustomed to working with multiple entities to achieve business goals for logistics efficiency, cost containment and contract integrity. Works quickly and maintains focus while providing top-notch customer service.
Overview
13
13
years of professional experience
Work History
Quality Assurance Representative
Alorica
Virginia Beach, United States
08.2020 - Current
- Trained new staff on job duties, company policies and safety procedures for rapid onboarding
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
- Ensures compliance by completing audits with established internal control procedures by examining records, reports and documentation
Digital & Specialty Contact Center Representative
Cox Communications
Chesapeake, United States
01.2018 - 01.2020
- Communicated company promotions, products and services to clients to increase brand awareness and overall revenue
- Answered client queries and complaints to provide strong customer service
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Performed various clerical duties by filing and faxing documents and creating customer databases
- Orchestrated routing by producing accurate shipping documentation and package labels
Quality Assurance Representative
Alorica
Virginia Beach, United States
11.2017 - 01.2019
- Assisted with developing and implementing quality assurance improvements based on call evaluation results
- Drafted performance and quality assurance reports and presented findings at weekly and monthly quality meetings
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Performed call audits to monitor regulatory compliance
Call Center Agent
ESG
Virginia Beach, United States
11.2016 - 11.2017
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Responded to customer requests for products, services and company information
Cashier
Sears
Virginia Beach, United States
06.2012 - 11.2016
- Answered questions about store policies and addressed customer concerns
- Helped customers complete purchases, locate items and join reward programs
- Reviewed new promotions and monitored price changes
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels
Sales Associate
Victoria Secret PINK
McLean, United States
10.2011 - 03.2012
- Engaged with customers to build rapport and loyalty
- Prepared merchandise for sales floor by pricing or tagging
- Helped customers locate products and checked store system for merchandise at other sites
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
Education
High School Diploma -
First Colonial High School
Virginia Beach, VA06.2011
Training - Medical Systems Administration, Legal Systems Administration
Tidewater Community College
06.2011
Skills
- Conducts quality audits
- Documentation and reporting
- Office administration
- Complaint resolution
- Coach agents
- Utilize Microsoft tools
- Evaluates agent interactions
- Facilitates calibration sessions
Training
- Medical Systems Administration, 06/2010
- Legal Systems Administration, 06/2011
Timeline
Quality Assurance Representative
Alorica
08.2020 - Current
Digital & Specialty Contact Center Representative
Cox Communications
01.2018 - 01.2020
Quality Assurance Representative
Alorica
11.2017 - 01.2019
Call Center Agent
ESG
11.2016 - 11.2017
Cashier
Sears
06.2012 - 11.2016
Sales Associate
Victoria Secret PINK
10.2011 - 03.2012
High School Diploma -
First Colonial High School
Training - Medical Systems Administration, Legal Systems Administration
Tidewater Community College
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