La'Taja Acree
Atlanta,GA
Summary
Dedicated professional highly skilled with 15 years of customer service experience, varying in telecommunication, business operations, account management, and healthcare settings. Committed to maintaining professional relationships to increase profitability and drive business results. A talented leader with analytical problem-solving and strategic planning expertise. Solid background of consistently addressing customer issues, delivering industry-leading service, and implementing scalable approaches.
Overview
16
16
years of professional experience
Work History
Operations Manager
Uintrigued
02.2021 - 05.2024
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed and maintained relationships with external vendors and suppliers.
- Streamlined business processes by analyzing current procedures and implementing necessary improvements.
- Reviewed the company's strategic plans and developed departmental goals and standards to support the vision.
- Mitigated risks through meticulous planning and proactive identification of potential issues in operations.
- Enhanced customer satisfaction by streamlining service delivery processes and implementing quality control measures.
- Improved supply chain management through careful vendor selection negotiation.
- Initiated and boosted relationships with various wholesalers to deliver on-trend active sport wear for customers.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Increased overall efficiency by automating repetitive tasks and optimizing workflow.
- Oversaw day-to-day business operations on the sales floor by fostering deep professional relationships with wholesale contacts and customers.
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Oversaw financial management, ensuring accurate forecasting, budgeting, and reporting to support informed decision-making.
- Negotiated contracts with vendors, securing the best possible terms for the company's needs and budget constraints.
- Negotiated prices and services with customers and vendors to decrease expenses and increase profit.
- Worked with modern business SaaS applications and communication tools.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Reached out to potential customers via telephone, email, and in-person inquiries.
Account Management Specialist
Internal Revenue Service
05.2023 - 07.2023
- Working with records, documents, or financial accounts applying established rules and procedures (e.g., basic accounting, issuing credits and debits, researching, and adjusting accounts)
- Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies
- Conducting face-to-face and telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues
- Advises taxpayers of the enforcement actions that may be taken if they fail to meet commitments to file a tax return and/or pay tax liabilities and encourages voluntary compliance with tax laws
- Provides explanations to specific inquiries initiated by individuals, generated by notices, or internally generated assignments
- Contacts taxpayers and/or their representatives in response to IRS inquiries regarding a limited number of delinquent situations
- Interprets and applies applicable portions of basic tax law and regulations, basic collection techniques, and enforcement actions to advise, inform, assess, and collect taxes and associated liabilities
- Researches and analyzes all available information applicable to specific and well-defined collection issues and takes corrective actions to close accounts.
Agreement Administration
Apple
11.2015 - 03.2022
- Quickly resolved escalated cases, minimizing the negative impact on client relations.
- Streamlined communication with customers through efficient case management and follow-ups.
- Effectively communicate complex technical information to clients with varying levels of expertise, promoting clarity and understanding.
- Multi-tasked SaaS, POS, Slack, and SAP systems while providing service and resolving customer issues, questions, comments, or concerns.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Served as an expert resource within the company regarding escalated cases, sharing knowledge with colleagues seeking advice or guidance.
- Demonstrated empathy and understanding when interacting with upset customers, diffusing tense situations effectively.
- Improved customer satisfaction by quickly identifying and resolving escalated issues.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Increased accuracy in payment processing through meticulous attention to detail and thorough data entry.
- Provided exceptional customer service by resolving inquiries related to payments, account balances, and transaction discrepancies.
Payment Support Technician
AIG, Insurance
11.2013 - 06.2015
- Processing check payments for vendor bills and property-casualty and worker's compensation insurance claims.
- Posted payments to accounts and maintained records.
- Utilized specialized software to process incoming claims, enter data, and generate reports.
- Promoted to escalation support within nine months of employment for excellent attention to detail and quality
- Consistently exceed production target of payment processing of 77 payments daily
- Demonstrated leadership and knowledge by training staff on daily operations of payment support
- Handled Escalation e-mail box for adjuster payment requests so that all payment requests received/assigned were processed on the same business day of receipt
- Ensures all check payments meet check release criteria and are routed to the check release process per operational guidelines
- Accurately and timely document information and facts such as stop payments, voids, and SAIs
- Implemented improvements to the payment process for increased efficiency and accuracy
- Ensured compliance with relevant laws, regulations, and internal policies related to payments
- Reviewed invoices for accuracy before processing payments
- Trained new employees on company payment processing procedures and systems.
- Managed a high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Managed workload and priorities to meet claims processing meet deadlines.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
Admissions Advisor
Sanford Brown College
09.2012 - 05.2013
- Processed and entered sensitive information and must maintain accurate records for prospective students' files
- Organizing application materials, scheduling interviews, and managing deadlines
- Communicate with prospective students, parents, and colleagues via phone, text or email
- Resolve issues related to applications, transcripts, or admissions criteria
- Use various software for database management, communication, and scheduling.
Customer Care Representative
T-Mobile
07.2008 - 09.2012
- Quickly and accurately enter customer information, notes from calls, and other data into internal systems
- Accurately record customer details, orders, inquiries, and resolutions during calls
- Multi-tasks simultaneously, such as answering calls, entering data, and navigating customer information systems
- Use Customer Relationship Management (CRM) systems to manage customer interactions and data
- Utilize various software tools for call management, data entry, and customer information systems
- Clarify information with customers, ensuring accurate data entry based on customer responses or requests
- Effectively handle a high volume of calls and data entry tasks within specified timelines
- Achieved an average of 80-100 calls daily
- Achieved talk time resolution of 300 seconds or less consistently
- Awarded for excellent customers and low IOCR
- Completed contract forms, prepared change of address records, or issued service discontinuance orders with computer and job-related software.
Medical Billing Coder
Aiken Center For Family Health
01.2012 - 06.2012
- Comply with healthcare regulations and coding guidelines to ensure accurate and ethical coding
- Use specialized software for coding and billing purposes
- Posts insurance payments manually from cash, mail, electronically from remittances, and accessing payor websites
- Reconciles batch amounts with bank totals and maintains a log of payments unable to be posted
- Prepares and transmits insurance claims upon receipt of discharge summary or on an appropriate interim basis
- Review all insurance explanations of benefits to verify the accuracy of payment
- Prepares and answers correspondence to and from insurance carriers concerning insurance submissions
- Review patient information with healthcare providers to ensure accurate coding and billing of services
- Grasp of medical terminology to interpret physician notes and records correctly
- Analyze medical records to assign appropriate codes for billing
- Assign appropriate codes using ICD-9, ICD-10, HCPCS, and other coding systems
- Follow up on unpaid claims and denials to ensure proper reimbursement.
- Demonstrated adaptability by quickly learning new procedures as medical coding standards evolved.
- Reduced claim denials by meticulously reviewing patient records for proper documentation.
- Communicated with insurance companies to research and resolve coding discrepancies.
- Managed workload and priorities to meet claims processing deadlines.
- Utilized specialized software to process incoming claims, enter data, and generate reports.
Education
Certificate in Medical Billing Coding - Healthcare Administration
Virginia College
Augusta, GA05.2012
Skills
- Product Management
- SaaS Sales
- Appointment Scheduling
- Data Entry
- Technical Support
- CRM Software Proficiency
- Quality Assurance Controls
- Management
- Attention to Detail
- Escalation management
- Microsoft Office Suite
- Time Management
- Research
- 10-Key
- Interpersonal Skills
- Transaction Processing
- Electronic Payments
- Fraud Detection
- Analytical Thinking
- Payment Disputes
- Multitasking
- Payment posting
- Leadership qualities
- Interpersonal skills
- Data Verification
- Customer Service
- Problem-Solving
- Invoice Processing
Timeline
Account Management Specialist
Internal Revenue Service
05.2023 - 07.2023
Operations Manager
Uintrigued
02.2021 - 05.2024
Agreement Administration
Apple
11.2015 - 03.2022
Payment Support Technician
AIG, Insurance
11.2013 - 06.2015
Admissions Advisor
Sanford Brown College
09.2012 - 05.2013
Medical Billing Coder
Aiken Center For Family Health
01.2012 - 06.2012
Customer Care Representative
T-Mobile
07.2008 - 09.2012
Certificate in Medical Billing Coding - Healthcare Administration
Virginia College