Iayata Melton
Albany,GA
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
9
9
years of professional experience
Work History
Direct Contractor Recruiter
American Home Shield Corporation
Carroll, IA
11.2019 - Current
- Researches, identifies an arranges with an appropriate network contractor to complete work orders that cannot be automatically dispatched.
- Research contractors who are not currently under agreement and arranges either one-time agreements to complete work orders and/or coordinates with recruiters and contractors to sign up additional contractors to fill a service trade or geographical gap.
- Recruits and enrolls contractors into the network, focusing on underserved areas.
- Processes onboarding and billing agreements for new contractors.
- Arrange for emergency/urgent work orders to be completed by coordinating with both customer and contractor.
- Negotiate with contractors to reach agreeable terms for unusual inconvenient, or urgent work orders.
- Dispatches work orders following established guidelines.
- Answer inbound and places outbound calls; provides necessary follow-up.
- Makes outbound calls to locate new contractors outside of network.
- Interprets contracts for contractors and customers.
Authorization Representative
American Home Shield Corporation
Carroll, IA
06.2016 - 11.2019
- Processed electronic authorizations in accordance with established policies and procedures.
- Documented decisions made during the authorization process in accordance with company policy.
- Managed daily workflow of incoming authorization requests from multiple channels.
- Responded to inquiries from customers regarding authorization process and requirements.
- Researched customer complaints regarding denials or delays in receiving their authorizations.
- Crafted emails and letters to inquire about progress toward approval or denial.
- Assessed available benefits coverage and limitations of each policy.
- Authorizes diagnosis and repair/replacement of covered systems and appliances.
Customer Service Representative
American Home Shield Corporation
Albany, GA
09.2015 - 06.2016
- Developed positive relationships with customers through friendly interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Provided accurate, valid, and complete information to customers.
- Answered customer inquiries over the phone and via email.
- Processed customer account changes with proprietary software.
Education
GED -
Gwinnett Technical College
Lawrenceville, GASome College (No Degree) - Criminal Justice
Albany State University
Albany, GASkills
- Troubleshooting and diagnosis
- HVAC Systems
- Contract Management
Timeline
Direct Contractor Recruiter
American Home Shield Corporation
11.2019 - Current
Authorization Representative
American Home Shield Corporation
06.2016 - 11.2019
Customer Service Representative
American Home Shield Corporation
09.2015 - 06.2016
GED -
Gwinnett Technical College
Some College (No Degree) - Criminal Justice
Albany State University
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