Lakeisha Peterson
Frisco
Summary
Operations professional with a solid background in streamlining processes and enhancing operational efficiency. Known for effective team collaboration and achieving results in dynamic environments. Skilled in process optimization and problem-solving, with a reliable and adaptable approach to changing needs.
Overview
19
19
years of professional experience
Work History
Operations Specialist
Cetera Financial Group
06.2023 - Current
- Ensure all cashiering workflows and work queues are reviewed and items processed according to stated policy and procedures, with a high service touch including quality
and within stated SLA(s). - Responsibility and a keen awareness of department policy and procedures. Participates in initiating the change of those policies when applicable and provides ideas for efficiency.
- Responsible and accountable for the role and departmental KPIs.
- Resolves open customer service logs and follow-up accordingly.
- Knowledgeable and cross-trained in all cashiering functions.
- Assists in reviewing cashiering-related exception reports and can handle escalation and questions from cashiering associates.
- Assist in helping achieve departmental goals related to NIGOs, SLAs, and Service Excellence.
Account Protection Specialist
Bread Financial
11.2022 - 06.2023
- Receive incoming investigative and verification phone calls from customers and business partners to minimize fraud loss and risk exposure
- Review and verify customer behavioral activity and identify potentially fraudulent activities
- Provide courteous and professional service to customers, even in potentially escalating situations
- Escalate any fraud issues to the appropriate investigative unit for proper resolution
- Demonstrate outstanding interpersonal skills
- Ability to communicate effectively with customers and colleagues
Insurance Service Representative-Specialty
Travelers Insurance
04.2020 - 08.2022
- Handle inbound calls from existing Auto, Home, Renters, Landlord and Boat insurance policyholders, Agents, Mortgage companies, Title companies and Auto Lienholder
- Assist policyholders and agents with quotes, policy inquiries and changes, address billing questions and setup payment arrangements
- Provided technical support to Agents through quoting system and policyholders with company website
- Based on customer situation, provide policy options, such as; addition deductible, basic coverages and discounts
- Review cancellations and reinstatements and make appropriate decision to resolve
- Resolve service-related complaints and complex calls
- Work closely with Underwriting team to determine policy guidelines and approval for adding or removing certain endorsements
- Generated and forward policy binders, EOI(EvidenceofInsurance), COI (Certificate of Insurance) and ID Cards to 3rd party carriers such as Mortgage, Title and Lienholder
Order Account Manager
Focus Products Group
10.2010 - 03.2020
- Produce/prepare ensure professional correspondence of calls, faxes, mail and e-mail between customers, sales staff and 3rd party sales representatives
- Review and process customer purchase orders for manual order entry
- Daily audit of EDI orders amending as needed to facilitate fulfillment
- Schedule orders based on product availability dates
- Address order price discrepancies, changes and substitutions
- Perform problem-solving and clean up for miss-ships, shortages or damages by processing returns and/or freight claims and issuing credit/debit adjustments
- Process return authorizations, get freight quotes and track shipments when needed
- Establish/maintain customer pricing within Elite
- This includes customer groups, buying groups, item groups and individual item deviations
- Maintain, develop and provide detailed reporting on a weekly/monthly basis for the Sales Team, both on a standardized and customized (as needed) basis
- These duties include communication of opportunities with internal contacts as well as Customer Planning, Marketing and select Merchandising associates
Patient Service Representative
Texas Back Institute
02.2006 - 12.2008
- Answering incoming phone calls from new and existing patients wishing to schedule appointments
- Mail/email/fax new patient information to all new patients
- Triage phone calls to ensure callers are scheduled with correct physician, and/ or transferred to correct extensions as required
- Perform benefit verification on all new patients
- Input referrals into the computer system
- Cross train on PSR II duties as assigned to assist with overflow responsibility
- Proficient with medical insurance, medical terminology and computer skill
- Accurately schedule and maintain workers' comp appointments, pre-cert and prior authorization process by contacting workers' comp carriers and adjusters for approval or denial of surgeries and or tests effectively
- Maintain an overall understanding of workers' comp rules and regulations for proper patient processing for all aspects of the patient visit
Education
Bachelor of Science - Health Care Administration
Western Governors University
Salt Lake City, UT06-2026
Skills
- Reading Comprehension — Understanding written sentences and paragraphs in work-related documents
- Critical Thinking — Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
- Decision Making – Ability to make decisions and escalate exceptions as required
- Complex Problem Solving — Identify complex problems and reviewing related
information to develop and evaluate options and implement solutions - Excellent communication skills and experience in dealing with people at all levels inside
and outside of the Firm
- High initiative, flexibility, proactive approach, and strong follow-up skills Highly
responsive and thorough - Possess an advanced level of attention to detail
- High initiative, flexibility, proactive approach, and strong follow-up skills
- Possess an advanced level of attention to detail
- Team player and passion for service excellence
Timeline
Operations Specialist
Cetera Financial Group
06.2023 - Current
Account Protection Specialist
Bread Financial
11.2022 - 06.2023
Insurance Service Representative-Specialty
Travelers Insurance
04.2020 - 08.2022
Order Account Manager
Focus Products Group
10.2010 - 03.2020
Patient Service Representative
Texas Back Institute
02.2006 - 12.2008
Bachelor of Science - Health Care Administration
Western Governors University
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