Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
GeneralManager
Ieisha Smith

Ieisha Smith

Jackson,TN

Summary

8 years of experience in customer service specializing in technical and customer service fields. Expertise includes medical billing, insurance, collections, and medical insurance. Authorized to work in the US for any employer. I am a dynamic professional with extensive experience at Liberty Mutual, excelling in policy administration and conflict resolution. Proven track record in negotiating repayment plans and enhancing client security. Adept at organizing workloads and analyzing complex situations to deliver effective solutions.

Overview

11
11
years of professional experience

Work History

Insurance Assistant

Liberty Mutual
08.2023 - Current
  • Served as point-of-contact for potential and existing workers compensation insurance customers.
  • Reviewed outstanding requests and redirected workloads to complete projects on time.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Determined appropriateness of payers to protect organization and minimize risk.
  • Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
  • Coordinated with contracting department to resolve payer issues.

Collections Agent

PRA
08.2023 - 08.2024
  • Negotiated with account holders to devise repayment plans and minimize collections receivables.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Counseled debtors on payment options and arranged installment agreements.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.

Senior Technical Consultant

Verizon
11.2020 - 08.2023
  • Recommended technology upgrades to improve client security.
  • Troubleshot systems comprised of security alarms and Internet connectivity.
  • Improved systems with addition of new features and infrastructure.
  • Authored best practices documentation for use in new personnel onboarding processes.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Worked effectively in fast-paced environments.

Healthcare Collection Representative

Medco Health Solutions
03.2019 - 11.2020
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated to collect balance in full.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Counseled debtors on payment options and arranged installment agreements.
  • Processed payments and applied to customer balances.

Resolution Specialist

AT&T
04.2014 - 03.2019
  • Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
  • Reviewed legal documents and contracts to determine potential conflicts and disputes.
  • Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
  • Conducted interviews with disputants, witnesses and any additional relevant groups or individuals.

Education

Diploma - Dual Program

North Side High
Jackson, TN

Chemistry

Southern Union State Community College
Wadley, AL

Skills

  • Policy administration
  • Claims processing
  • Document management
  • Report preparation
  • Sales support
  • Insurance regulations
  • Analytical thinking
  • Organizing and prioritizing work
  • Conflict resolution
  • Problem-solving
  • Time management

Accomplishments

Sims trained at AT&T & won voice of the customer at Verizon.

Languages

English
Native or Bilingual
Spanish
Elementary

Timeline

Insurance Assistant

Liberty Mutual
08.2023 - Current

Collections Agent

PRA
08.2023 - 08.2024

Senior Technical Consultant

Verizon
11.2020 - 08.2023

Healthcare Collection Representative

Medco Health Solutions
03.2019 - 11.2020

Resolution Specialist

AT&T
04.2014 - 03.2019

Diploma - Dual Program

North Side High

Chemistry

Southern Union State Community College

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Ieisha Smith