Lakecia Donald
Mesquite,Tx
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented and methodical seasoned professional offering 15+ years of experience in related roles. Exceptional abilities in conducting research, problem-solving and prioritizing simultaneous tasks. Leverages resourcefulness, critical thinking skills and superior work ethic for top job performance.
Overview
18
18
years of professional experience
Work History
Billing Agent
Charter Communications
02.2020 - 08.2023
- Answered 50 to 85 inbound calls about customer invoice questions and resolved issues discovered during invoicing and collection process.
- Investigated and resolved issues to maintain billing accuracy.
- Processed and sent invoices, adjustments and credit memos to customers.
- Managed numerous client accounts to track and collect money owed.
- Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.
Human Resource Assistant
Dynamic Security
10.2018 - 01.2020
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database
- Expert in Intuit QuickBooks, Kronos Workforce Timekeeper and payroll management
- Self-motivated with outstanding time management capabilities
- Experience with innovative and effective HR management techniques
- Process pay, time entry, healthcare and life insurance inquiries and benefits.
- Organized new employee orientation schedules for new hires.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Posted positions through approved recruitment channels.
- Prepared monthly, weekly and daily logs using Microsoft Office Suite.
- Recruited and screened qualified potential employees.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Coordinated employee training programs to improve productivity and performance.
- Administered compensation, benefits, and performance management systems at direction of supervisor.
Reimbursement/Member Services Agent
Humana
09.2016 - 10.2018
- Process 80 + inbound calls daily
- Provide new and existing patients with the best possible customer service in relation to their drug prescriptions, clinical services, billing inquiries, patients’ suggestions and complaints
- Process reimbursement claims
- Verify insurance and prescription coverage.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments.
- Performed targeted collections on past due accounts aged 120 days.
- Managed invoicing and payment processing operations.
- Used data entry skills to accurately document and input statements.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
Certified Nursing Assistant
Karing Konnection
04.2014 - 08.2018
- Caring for 3 or more patients that are mentally challenged, physically disabled or ambulatory in a group home, hospital, hospice, rehabilitation or private setting
- Assisting with bathing, hygiene, getting dressed and all daily upkeep
- Giving medication, checking vitals and keeping record of any illness or behavior change
- Meal prep
- Charting
- Entering information into a behavioral log
- Maintaining a loving , compassionate environment .
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
- Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
Technical Support Agent
Netflix
12.2011 - 04.2014
- Process 30 to 65 inbound calls daily
- Assisting customers with technical and troubleshooting processes
- Document notes, changes, reason for call and resolution to accounts
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Monitored systems in operation and input commands to troubleshoot areas.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Telemarketer
National Health Care Discount
01.2006 - 11.2011
- Offering between 20 to 40 small businesses discounted health, vision and dental insurance
- Filing
- Collecting potential leads and information
- Enter data into the company website
- Answered questions about company offerings with knowledgeable responses about products and services.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Trained and mentored new telemarketers on best practices, communication strategies and performance standards.
- Set up appointments with interested customers according to schedule availability.
- Generated minimum of 20 new leads each day
- Attained $300 in sales targets on monthly basis.
Education
Dental Assisting -
Platt College
Dallas, TX2021
Graduate -
West Mesquite High School
Mesquite, TX2008
Skills
- Internet explorer
- Microsoft Word
- Microsoft Office
- Microsoft Spreadsheet
- Web Services (AWS) Functional knowledge of CRM tools (ie Zendesk, Salesforce, etc)
- Proficiency with Microsoft Office, specifically Word and Excel
- Excellent problem solving and critical thinking skills Typing speed of 30 wpm
- Coachable
- Excellent communication skills Self motivated
- Self sufficient
- Coding Proficiency
- Billing Systems and Software
- Email Etiquette
- Billing Dispute Resolution
- Data Tracking
- Claim Processing
- Google Drive
- Time and Billing
- Office Equipment
- Insurance Confirmation
- Records Preparation
- Customer Engagement
- Health Information Policy and Procedure Development
- Invoicing Proficiency
- Collection Practices
- Customer Contact
- Meeting Support
- Verify Data
- QuickBooks Expertise
- Access Software
- 10-Key Data Entry
- Electronic Health Records Systems
- Organizational Management
- Submitting Insurance Documents
- Maintain Records
- Benefits Verifications
- Process Payments
- Collections
- Equipment Monitoring and Troubleshooting
Timeline
Billing Agent
Charter Communications
02.2020 - 08.2023
Human Resource Assistant
Dynamic Security
10.2018 - 01.2020
Reimbursement/Member Services Agent
Humana
09.2016 - 10.2018
Certified Nursing Assistant
Karing Konnection
04.2014 - 08.2018
Technical Support Agent
Netflix
12.2011 - 04.2014
Telemarketer
National Health Care Discount
01.2006 - 11.2011
Dental Assisting -
Platt College
Graduate -
West Mesquite High School
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