Jamahl Tarry Jr
Cheektowaga,NY
Summary
Detail-oriented and methodical Customer Service Specialist offering 10+ years of experience in related roles. Exceptional abilities in Team development, conducting research, problem-solving and prioritizing simultaneous tasks. Expert in resourcefulness, critical thinking skills and superior work ethic for top job performance.
Overview
14
14
years of professional experience
Work History
Billing Supervisor
Kaiser Permanente
Lawrenceville, GA
11.2021 - 07.2024
- Manage a team of employees including hiring, onboarding, training, disciplining, and performance evaluations.
- Provide a seamless on-boarding experience from New Hire Orientation to ensure proper integration into the billing department, including a structured on-boarding plan for the employee.
- Report my team’s training needs to the director regularly to ensure additional support and resources are provided in a timely manner.
- Provide feedback, coaching and mentoring to my team to drive increased productivity and quality of work.
- Process invoices, resolve missed payments, update financial records and effectively supervise billing department staff.
- Set objectives for the Billing team that align with the Accounting/Billing Department goals.
- Monitor accurate and timely processing of invoices.
- Ensure timely collection of payments.
- Investigate and resolve discrepancies amongst designated team leaders.
- Provide direct supervision, training, support, and direction to billing department staff.
- Research and resolve client billing questions and make any required adjustments.
- Call Escalations and overflow.
- Communicate effectively with internal and external clients, vendors, and regulatory agencies.
- Stay current with industry trends and regulatory changes.
- Develop and maintain billing processes and procedures to ensure compliance with government and commercial contracts, as well as all relevant laws, regulations, and organizational policies.
- Performs other duties as assigned.
Help Desk Support Specialist
Insight Global
11.2020 - 08.2021
- Provide first and second level phone support, performing problem recognition, research, isolation in a Linux environment, windows support, resolving hardware & software issues or escalating issues to Tier 3 team
- Assist inexperienced or nontechnical end users in resolving issues
- Diagnose browser and networking issues.
- Record and/or maintain accurate information within ticketing system.
- Interface directly with customers to ensure their issue(s) are resolved and a world class customer experience is provided.
- Work in a team environment.
- Coordinating, working with and following up on work performed by our field techs.
- Caller Authentication and account management.
- Software pushing.
- PC Re-Imaging / Restoration.
- PC Replacement and asset logging for loss records.
- Issue Resolution.
Account Director
AllSource PPS
11.2019 - 10.2020
- Employer of record for contingent workers who may not qualify as independent contractors or may have an existing agency affiliation.
- Handle all aspects of payroll including paychecks for the temporary workers.
- Onboarding, pre-employment screening and verification.
- Ensure the proper status of each contingent worker and the completion of all the necessary government forms including annual payroll tax filings.
- Ensure maximum client satisfaction working to meet or exceed all contracted SLA, KPI and performance metrics.
- Work cross-functionally with internal/external partners to drive expansion opportunities.
- Serve as a trusted advisor to client contacts. Develop, maintain, and expand senior level executive relationships..
- Serve as the escalation point on all VMS related issues as warranted.
- Maintain fundamental understanding of client’s industry, business strategy business drivers and market conditions to provide customized solutions.
- Conduct site visits and show proactive client communication through developed platforms.
- P&L ownership for all established accounts within portfolio ensuring budgeted profitability meets or exceeds fiscal target.
- Leads (by example), to coach and develop all assigned team members.
- Responsible for team selection and retention.
- Other duties and special projects as assigned.
Benefit Specialist; Team Supervisor
Delta Dental of California
10.2016 - 08.2019
- Provide world class customer service
- Answer inbound calls, on average 60+ a day in a Call Center.
- Provide Benefit details such as coverage levels, copays, and in network providers
- Assist Providers with processing guidelines for Claims/Benefits in accordance with Delta Dental Procedure.
- Promoted to Team Supervisor 11/2017.
- Support training, coaching, and guiding CSR’s meeting quality and efficiency metrics.
- Support hiring, scheduling, attendance, and general administration for CSR’s.
- Monitor and manage the performance of CSR’s through formal and informal performance management conversations with the CSR’s or with manager support.
- Keep CSR’s aware and updated on support policies and state regulations by maintaining working knowledge of the products/operations in the company.
- Monitor and report on customer satisfaction and resolve all Call Escalations.
Fraud Detection Specialist
HSBC Bank
10.2014 - 07.2016
- Service banking products with high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity, and restrict account activity whenever fraud is or is potentially present.
- Make decisions based on judgment, research, and extensive job experience, following established procedures and guidelines by the bank while using multiple systems.
- Assess the level of risk and make decisions which have a direct affect on the customers account status in an attempt to minimize the risk to the bank or the Customer.
- Review and analyze accounts and relationships that may require specialized treatment or an expedited resolution.
- Comply with industry regulations, bank procedures, integrity requirements when utilizing the department's systems, and Privacy regulations when handling the customer’s personal information.
- Document/ Record what was spoken about and captured during all client interactions accurately and completely.
Mobile Banking Specialist
Sykes Enterprises / Ally Bank
11.2010 - 08.2014
- Work with clients to build and strengthen our relationship by uncovering financial needs and goals, then recommending the best products, services and solutions to fulfill those needs and goals.
- Receive inbound calls (Dialer/ Soft-Phone) and respond to customer inquiries and concerns, creating customized solutions when needed and resolving any concerns.
- Sell and fulfill banking products such as ( checking & savings accounts, credit cards, CDs, IRAs, loans)
- Identifies client needs for Specialist and refer to thr correct team.
- Quotes rates, terms and programs for banking solutions.
- Manage risk in every business, product and service transaction leveraging my available tools and knowledge.
- Password Reset and Mobile Banking tech support.
Education
Associates of Arts in Business Administration - Office Management
Strayer University
2020
Skills
Team Development
Strategic Decision-Making
HIPAA Compliance
Billing systems and software
Collections
Collection practices
Teamwork and Collaboration
Customer Service
Problem-Solving
Problem-solving abilities
Excellent Communication
Team Leadership
Effective Communication
Adaptability and Flexibility
Decision-Making
Customer Service Management
Relationship Building
Employee Supervision
Office Management
Coaching and Mentoring
Administration and Operations
Goal Setting
Staff Development and Training
Performance Improvement
Timeline
Billing Supervisor
Kaiser Permanente
11.2021 - 07.2024
Help Desk Support Specialist
Insight Global
11.2020 - 08.2021
Account Director
AllSource PPS
11.2019 - 10.2020
Benefit Specialist; Team Supervisor
Delta Dental of California
10.2016 - 08.2019
Fraud Detection Specialist
HSBC Bank
10.2014 - 07.2016
Mobile Banking Specialist
Sykes Enterprises / Ally Bank
11.2010 - 08.2014
Associates of Arts in Business Administration - Office Management
Strayer University