LaDonna Brown
Locust Grove,GA
Summary
Customer service and billing professional with 20+ years of experience in healthcare, insurance, account management, collections, payment processing, and customer support. Experienced in account reconciliation, billing research, payment arrangements, issue resolution, and cross-functional collaboration. Proficient in Microsoft Office, Microsoft Teams, Salesforce, and Microsoft Copilot. Committed to delivering accurate, efficient, and customer-focused solutions while meeting quality and performance goals.
Overview
21
21
years of professional experience
Work History
Senior Plan Sponsor Service Consultant
AETNA
Atlanta, GA
05.2005 - Current
- Collaborated with internal/external customers to establish optimal account structure, billing format, and payment arrangements that align with customer expectations.
- Monitored and resolved collections for outstanding premium and overdue accounts, ensuring timely follow-up and resolution.
- Negotiated and communicated changes for non-standard products/services; assessed customer billing requirements and payment histories to ensure timely and accurate billing solutions.
- Review AR and administrative reports to monitor account balances and reconciliation statuses.
- Defined essential duties and tasks
Emergency Dispatch Operator
ADT
Rochester, NY
07.2011 - 08.2013
- Outlined primary duties in role.
- Notified authorities and customers upon receiving alarm signals, ensuring adherence to standard operating procedures and special instructions.
- Read, interpret, and record signals received from customer's premises.
- Document all alarm activity and subscriber phone calls via PC and activity reports.
- Documented alarm activity and subscriber phone calls through PC and activity reports, maintaining accurate records for response efficiency.
- Assisted customers via telephone with technical alarm inquiries, providing immediate support and enhancing customer satisfaction.
Education
H.S. Diploma -
Churchville Chili Senior High School
Rochester, NYSkills
- Revenue optimization
- Pricing strategy
- Financial analysis
- Customer relationship management
- Account management
- Dispute resolution
- Salesforce
- Microsoft Office
- Microsoft Teams
- Microsoft Copilot
- Problem solving
- Attention to detail
- Effective communication
- Communication skills
Timeline
Emergency Dispatch Operator
ADT
07.2011 - 08.2013
Senior Plan Sponsor Service Consultant
AETNA
05.2005 - Current
H.S. Diploma -
Churchville Chili Senior High School