Lauretta Miller

• Responsibilities include assisting inbound and outbound customer service calls, securing accounts, overcoming objections, and assisting with programs. Ensuring coherence with laws, regulations, and guidelines, and working with team members to achieve goals.
• Account from 95 days to over 150 days, cross-trained RSPP, over 150 days, and PCO, over 150 days, to secure the accounts and prevent them from being assigned out.
• Developed and implemented strategies for increasing customer satisfaction.
• Customer satisfaction, phone service.
• Managed team resources, including assigning tasks, monitoring progress, and ensuring deadlines were met.
• Reviewed customer feedback surveys to identify areas of improvement.
• Resolved customer inquiries in a timely manner while adhering to service level agreements.
• Maintained positive working relationship with fellow staff and management.

• Inbound/transfer calls worked escalated calls from representatives from all departments from late stages date of service, 30-150 days past due. Resolved the deescalation through follow-up on the problems from missing payments to the customer, education of the accounts, and method of programs to help the customer resolve problems if possible.
• Established standard work procedures to improve quality and efficiency.
• Assessed customer feedback data to identify opportunities for improvement.
• Recommended solutions based on cost, time, quality, and other considerations.
• If unresolved, transferred to the Office of the President when the customer is unsatisfied.

• Responsible for answering inbound and outbound customer service calls which could include third-party contacts
• Perform account level research
• Overcome objections that customers have about making payments toward their account and help them to understand their account(s) and responsibilities
• Servicing accounts by investigating problems and finding resolutions to create a positive customer experience
• Trained on Titan, Avaya, Atticus, Monarch

• Part-time cashier and front-end associate. Volunteered contributions of donations for Cancer Foundation, Sequoyah School Supplies, and Light the Night for Leukemia and Lymphoma Society donation drive collected the highest amount in each area.
• Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
• Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
• Greeted customers and answered any questions they had about the store's products and services.

• Temp to Hire at Capital One: Risk Representative / Collections for Mid Account days - 30-60, advanced to late stage collections, was hired at Capital One.
• Responsible for answering inbound and outbound customer service calls, which could include third-party contacts.
• Perform account-level research.
• Overcome objections that customers have about making payments toward their account, and help them to understand their account(s) and responsibilities.
• Servicing accounts by investigating problems and finding resolutions to create a positive customer experience.
• Trained on Titan, Avaya, Atticus, Monarch

• Post insurance payments, adjustments, and request copay or deduction for patient responsibility.
• Requested the highest reimbursement of claims, ordered all necessary documents needed for the processing of the claims.
• Customer service communication with customers and insurance companies for resolution of denials and problems.
• Trained on HCPCS Coding, ICD-9, Star, and Olle Programs. Quick to learn other programs.
• Reviewed and validated insurance claims for accuracy, completeness, and compliance with established policies and procedures. Re-filed commercial claims, contacted insurance companies for status of claims, and discussed denials.
• Called insurance companies to follow-up on unpaid or rejected claims.
• Maintained accurate records of claim status information in the database system.
• Knowledge of Medical Terminology.

• Post insurance payment, adjustments, patient responsibility.
• Knowledge of revenue codes, HCPCS codes, MSP claims, and Medicare claim denials.
• Filed Medicare primary and secondary claims hard copy using revenue codes and HCPCS codes.
• Customer Service communications with customers about their billing, payments, statements, and explanation of benefits, and resolution of problems with insurance.
• Answered incoming calls and emails, providing front-line customer support or assistance with product and service transactions.
• Interacting with Medicare, Insurance, and Hospices concerning claims, denials, adjustments, and pre authorizations.
• Recognize coding issues, work with the coding department to correct them.
• Detailed notes for audits, collection agencies.

Provided excellent customer service to resolve customer complaints in a timely manner.

• Gathered customer feedback through surveys and used the data to improve customer service.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Developed strong customer relationships to encourage repeat business.
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• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• Assist customers to locate all of the products needed to complete their projects, trained for all tasks in store.
• Close and Open procedures, stocking, Cashier, Cash Out/Open Registers, Cut Fabric, prepare deposit for bank.
• Assisted customers with product selection and ordering process.
• Provided customer service support to ensure satisfaction.
• Received, processed, and returned stocked merchandise in accordance with store policies.
• Organized inventory shelves for easy access and maintenance of stock levels.
• Performed opening and closing duties such as setting up displays, restocking items, and cleaning the sales floor.
• Greeted customers upon entering the store with friendly demeanor.
• Recognized potential theft situations and alerted supervisor immediately.
• Developed positive customer relationships through friendly greeting and excellent service.
• Trained new team members using approved training materials and information.

• For two years, Team Lead, and four years, Collector, actively interfaces with collection representatives concerning all phases of the collection process.
• Conducts in-service training and monitoring contacts of collection representatives to increase production, to ensure compliance with FDCPA guidelines, and to enhance the quality of contacts with customers.
• Assists Supervisor with managing up to forty representatives, time schedule, customer complaints, follow-up calls, and assisting in conducting weekly meetings for collectors.
• Interact with Managers, Supervisors, Leads, and Representatives in the departments.
• Use strong interpersonal communications to make payment arrangements on inbound or outbound calls.
• Worked part-time for five years, then went full-time in 2001. In the lay-off of 2002.
• Performed collection calls to customers and negotiated payment arrangements for past due accounts.
• Identified customer issues, researched solutions, and provided excellent customer service to ensure customer satisfaction.
• Assisted in training new collectors on the company's policies and procedures related to collections.
• Participated in departmental meetings to discuss strategies for improving performance results.
• Provided guidance, support, and feedback to team members on an ongoing basis.
• Collaborated with management team on developing process improvements for more efficient workflow processes.