Jamille Holbert
Chattanooga,TN
Summary
Return Audit Specialist Lead with over 14 years of combined experience in leadership, account billing support, claims experience, customer service/sales, collections, and call center support. Excited to bring my proven skills and customer enthusiasm to the team.
Overview
13
13
years of professional experience
Work History
Returns Audit Lead
Adorama
04.2023 - Current
- Awarded Employee of the Month for November 2023
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Using AS400, Reconcile and report any audit discrepancies
- Researched root cause of issues relating to the quality or incorrect product and issue awareness to appropriate staff.
- Coordinated return products from a variety of customers and locations with different return shipment methods.
- Maintained weekly/monthly Spreadsheet on return data in Excel for constant availability and breakdown of cost center to reroute revenue as much as possible.
- Authorized returns for repair, replacement, or credit.
- Assisted department manager with reports and process improvement along with special projects as requested.
- Monitored incoming Customer Service tasks through Jira (task management program), ZenDesk and emails.
Account Payable Specialist Lead
KCH Transportation
04.2021 - 04.2023
- Awarded "Top Billing Specialist for 2022"
- Verified the accuracy of billing data and revise any errors
- Researched all billing information and work with other departments to ensure all needed information is available for billing
- Responded to customer requests for information or additional documentation
- Ensured that all carrier and customer rates are input per contractual agreements
- Reviewed all load invoices for discrepancies and determine if billing is accurate
- Made adjustments such as credits or rebills needed per contracted rates
- Processed invoices for payments
- Worked with other departments to assist in the resolution of outstanding and incorrect invoices
- Communicated in writing to complete paperwork and detailed reports regarding incidents and/or discrepancies to management and leadership
- Reviewed prints, research, and verify billing information to ensure a complete and accurate process
- Prepared and maintain various reports to that provided value and understanding to the department
- Worked with customer to troubleshoot invoicing issues and verify accuracy.
- Generated accounts payable reports for management review to aid in financial and business decision making.
Consumer Advisor Expert
Blue Cross Blue Shield of TN
04.2017 - 11.2020
- Professionally handled incoming phone calls from Internal and External customers in a polite and helpful manner
- Helped with dental claims coding adjustments and processed claims to pay correctly to providers
- Communicated via live chat system and/or emails with customers concerning benefit and other inquiries
- Took appropriate action to resolve the question or complaint timely and accurately
- Maintained telephone performance goals established by the specified division
- Maintained acceptable quality accuracy based on division guidelines
- Managed personal route list daily and follow up with members in a timely manner
- Provided the same high-quality service to 'walk-in' members for face-to-face customer service
- Worked with all departments in the division or company to resolve customer service inquiry issues.
Customer Service Rep
Southeastrans, Inc
05.2015 - 04.2017
- Conducted appropriate screening and eligibility functions
- Obtained correct information to schedule appropriate modes of transportation
- Maintained current knowledge of local operating transportation policies
- Accurately and effectively used trip scheduling and dispatch software
- Communicated with facilities and/or providers as necessary to assure efficient transportation services
- Dispatched medical transportation for Blue Care, Tenn Select and Washington D.C
- Special needs Medicaid member
- Interacted directly with D.C
- Special needs case managers to helps set up and confirm transportation for member medical appointments.
Medical Collections Agent
Medical Services of Chattanooga, Inc.
01.2013 - 05.2015
- Performed collection outreach to customers with outstanding bills, as well as setting up payment plans, documenting communications, and generating reports
- Triaged 50+ daily incoming calls for expired and outstanding account holders to verify details, answer questions, and close balances
- Managed customers with past due accounts less than 30 days old to optimize loss prevention and revive positive account statuses
- Confers with patient/guarantors by telephone in an attempt to secure payment of the outstanding balance from the guarantor
- Interacted with several hospital billing offices to confirm coding files on claims
- Research and correct errors in insurance information, and obtain any other necessary documentation from the guarantor or patient for the resolution of the account
- Made necessary adjustments to customer demographics, billing status, and account balance information
- Processed pending items including charges, payments, and personal information updates via inbound calls
- Assisted in educating teammates on new guidelines and cybersecurity protocols for current year
- Collaborated with resource management group to administer collections on unpaid accounts and stale accounts
- Identified trends/recurring issues and present to supervisor for further investigation and resolution
- Educated customers on privacy laws, data collection, and secure file transfer procedures during collection of payment
- Provided weekly reports and data via excel spreadsheets, PowerPoints, and Word documents.
Customer Support Rep
Asurion
08.2010 - 11.2012
- Provided quality 1-on-1 customer service while ensuring I address all of the customer’s inquiries, concerns and issues in a fast-paced results driven environment
- Provided astounding customer service through effective and timely resolution of various customer inquiries and concerns
- Built customer loyalty and value through effective account management, identifying and providing offers for appropriate additional products, features, and services, and collecting past due balances
- Used resource documentation for reference and the automated and training tools provided to deliver exceptional customer service
- Met department productivity and quality standards
- Appropriately disburses adjustments and account credits in accordance with the company policy
- Answered incoming calls about Handset Protection and/or Mobile Recovery service and process phone insurance claims in a timely manner
- Gathered information, researches/resolves inquiries and logs customer calls; Communicates appropriate options for resolution in a timely manner.
Education
Bachelor of Science - Business Administration
Western Governors University- Online
Salt Lake City, UT12.2025
High School Diploma -
Hixson High School
Hixson, TN05.2007
Skills
- Problem Solving
- Jira
- Zendesk
- SQL
- Customer Service
- Team Leadership and Empowerment
- Project Management
- Microsoft Office Suite
Timeline
Returns Audit Lead
Adorama
04.2023 - Current
Account Payable Specialist Lead
KCH Transportation
04.2021 - 04.2023
Consumer Advisor Expert
Blue Cross Blue Shield of TN
04.2017 - 11.2020
Customer Service Rep
Southeastrans, Inc
05.2015 - 04.2017
Medical Collections Agent
Medical Services of Chattanooga, Inc.
01.2013 - 05.2015
Customer Support Rep
Asurion
08.2010 - 11.2012
Bachelor of Science - Business Administration
Western Governors University- Online
High School Diploma -
Hixson High School
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