Indeea Paige
Columbus,OH
Summary
Results-driven and innovative professional with 18 years of experience spanning communications, customer service, editing, reporting, training, and quality auditing. Recognized for adeptly fostering productive relationships with clients and colleagues. Dedicated to achieving excellence in both personal and professional endeavors. Skilled in utilizing MS Office Suite, Adobe, SharePoint, and Banking systems to streamline operations and drive organizational success.
Overview
19
19
years of professional experience
Work History
Lead Patient Access Representative
Nationwide Children Hospital
Columbus, O
02.2023 - Current
- Served as a resource for Patient Access Representatives, providing guidance and assistance with complex registration issues.
- Developed and maintained relationships with physicians, hospital staff, insurance companies, and other healthcare organizations to facilitate the registration process.
- Trained new hires on proper patient access protocols, procedures and customer service skills.
- Ensured compliance with government regulations regarding HIPAA privacy laws, medical record release policies.
- Assisted in developing policies and procedures related to patient access services.
Control Resolution Officer
JPMorgan Chase Bank, N.A.
01.2011 - 01.2023
- Reviewed and revised an average of 12 Executive Office complaint letters daily, addressing concerns related to Auto, Retail, Mortgage, and Credit Card issues, utilizing an approval code rating system to ensure accuracy and compliance.
- Collaborated closely with the Risk/Audit team to conduct research and provide support as needed, contributing to comprehensive investigations and resolutions.
- Timely and effectively communicated with United States Government agencies, the Better Business Bureau, and the Attorney General regarding actions taken in response to consumer-identified issues, maintaining transparency and accountability.
- Provided training and mentorship to team members on the closing process, fostering skill development and proficiency within the team, while diligently monitoring performance and productivity. Utilized SharePoint to assign and track assignments on an hourly basis, ensuring efficient workflow management and task completion.
Research Specialist
JPMorgan Chase Bank, N.A.
- Reviewed an average of 24 Executive Office complaint letters daily, consistently achieving a perfect quality score of 100% through meticulous attention to accurate content, grammar, and coherence, particularly in addressing intricate mortgage-related matters.
- Efficiently liaised with various United States Government agencies, promptly responding to consumer-identified issues before or by the specified deadlines.
- Diligently tracked and managed day-to-day operational objectives, metrics, and performance indicators to ensure seamless execution.
- Conducted audits and facilitated the secure transmission of over 100 letters to consumers, mitigating potential legal risks associated with inaccuracies.
- Produced and submitted five comprehensive control reports to uphold operational integrity and minimize the likelihood of errors.
- Provided comprehensive training to a team of 10 specialists on procedural protocols and specialized systems, fostering enhanced efficiency and expertise within the organization.
Customer Care Associate
Alliance Data
01.2005 - 01.2011
- Assisted an average of 100 customers daily in navigating and enrolling in private-label and co-brand credit card websites, ensuring a smooth and satisfactory experience.
- Exemplified outstanding sales and customer service skills, consistently surpassing weekly sales targets by achieving between 100-140 sales, well beyond the set goal of 75 sales per week.
- Facilitated the training of more than 20 new Customer Care Associates, imparting essential skills and knowledge to ensure proficiency in delivering exceptional service to customers.
Education
Bachelor of Arts - Communication
Miami University
01.2011
Skills
Leadership
Workflow Management
Training and Development
Communication
Problem Solving
Compliance Knowledge
Technology Proficiency
Multitasking
Activities
Member, Alpha Kappa Alpha Sorority, Inc., 2011 - Present
Awards
- Five Keys to a Great Customer Experience, 2011-2023
- Received multiple nominations and awards for Exceeding Expectations, Doing the Right Thing, Building Lasting relationships, and owning customer issues from start to finish.
Highlights
- Contributed expertise to the redesign and redevelopment of five job aids/procedures for the Executive Office Closing team, enhancing operational efficiency and accuracy.
- Revised process flow maps pertaining to specific processes involving United States Government agencies, ensuring clarity and compliance.
- Spearheaded the development and implementation of a productivity and team quality enhancement strategy, resulting in improved performance outcomes for employees.
- Established an awards recognition program to honor the achievements of Executive Office Closing analysts, fostering morale and motivation within the team.
- Collaborated closely with senior leadership to define, design, and execute tactical and strategic programs and projects, driving organizational success and goal attainment.
Timeline
Lead Patient Access Representative
Nationwide Children Hospital
02.2023 - Current
Control Resolution Officer
JPMorgan Chase Bank, N.A.
01.2011 - 01.2023
Customer Care Associate
Alliance Data
01.2005 - 01.2011
Research Specialist
JPMorgan Chase Bank, N.A.
Bachelor of Arts - Communication
Miami University
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