LETONYA ROACH

• Worked productively in fast-moving work environment to process large volumes of claims.
• Followed up with customers on unresolved issues.
• Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
• Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
• Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
• Reduced turnaround time for claim settlements by prioritizing tasks and managing deadlines effectively.
• Provided exceptional customer service, addressing concerns and resolving issues promptly.
• Reviewed and updated claim processing guidelines, ensuring alignment with industry standards.
• Streamlined data entry processes, improving efficiency in claim file management.
• Reduced claim resolution times with thorough documentation and timely follow-up.
• Conducted detailed investigations into suspicious claims, reducing instances of fraud.
• Calculated adjustments, premiums and refunds.
• Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
• Generated, posted and attached information to claim files.
• Made contact with insurance carriers to discuss policies and individual patient benefits.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
• Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
• Supported accounts receivable operations within assigned functions.
• Identified, analyzed and researched systemic issues and made recommendations for resolution.
• Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
• Educated customers about billing, payment processing and support policies and procedures.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Maintained up-to-date knowledge of product and service changes.
• Met customer call guidelines for service levels, handle time and productivity.

• Answering questions: Provide information about co-payments, appointment availability, and clinic policies
• Pre-authorizations: Help patients get pre-authorization for medical treatment
• Claims: Verify medical claims and accuracy
• Billing: Process transactions for medical services
• Eligibility: Help patients understand their eligibility for services
• Clinical authorizations: Help patients get authorizations for clinical services
• Explanation of payments: Help patients understand their payments

• Operated specialized photographic equipment to obtain photographs for drivers' licenses or photo identification cards.
• Conducted exams and tests, graded responses and accurately determined licensing approvals and data verification.
• Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.
• Performed routine data entry or document management.
• Updated operational records or licensing information using computer terminals.
• Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
• Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques.
• Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances
• Updated operational records or licensing information using computer terminals
• Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data
• Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques
• Informed customers by mail or telephone of additional steps needed to obtain licenses
• Issued various permits and licenses such as marriage, hunting or dog licenses and collected appropriate fees

• Provided customers with advice and assistance, paying special attention to their specific needs or desires
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Answered a steady stream of customer calls with up to 100 calls in queue per minute
• Answered customer calls promptly to avoid long wait times on hold
• Entered customer interaction details into Pega to track requests, document problems, and record solutions offered.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Self-motivated, with a strong sense of personal responsibility
• Proven ability to learn quickly and adapt to new situations
• Worked well in a team setting, providing support and guidance
• Skilled at working independently and collaboratively in a team environment
• Excellent co Take calls back-to-back while toggling through several applications on multiple screens. communication skills, both verbal and written

• Resolve customer complaints through independent problem-solving skills and one-call resolution.

• Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service.

• Enjoy a work-from-home lifestyle where you can virtually connect with coworkers and customer

• Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me
• Entered customer interaction details into microsoft and excel to track requests, document problems, and record solutions offered
• Provided customers with advice and assistance, paying special attention to their specific needs or desires
• Answered customer calls promptly to avoid long wait times on hold
• Examined departmental documents to determine how they should be distributed and filed
• Helped customers open and activate new accounts by providing information about Turbo Tax/Intuit charge card and loyalty program
• Communicated with customers, management, and the sales team to better understand their needs and make recommendations
• Communicated with customers, management, and the sales team to better understand their needs and make recommendations
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Customer requests for products, services, and company information were handled by me.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests for products, services, and company information.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Handled customer inquiries and suggestions courteously and professionally.

• Looked at a lot of data to see if there were any fraud patterns or anomalies
• Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties
• Provided excellent customer service to everyone, including clients and company employees
• Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity
• Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away
• Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys
• Had an excellent attendance record and was always on time for work.
• Performed risk assessments to determine level of fraud risk and prioritize investigations.
• Produced detailed reports of fraud investigations and presented findings to senior management.
• Evaluated customer data to identify and prevent fraudulent activities.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

• Am in charge of responding to customer inquiries
• I'm responsible for providing excellent customer service
• Adhered to established merchandising guidelines, which included window, sales floor, and promotional displays
• Double-checked delivery dates and processes
• Evaluated expected product demand and coordinated required merchandise levels to meet objectives
• Taught customers about promotional options, sales policies, and how to get the best results from the company's offerings
• Customer confidentiality is important to me
• Educated customers about promotions to increase sales
• Assisting with the receipt, verification, and distribution of cash
• Placed a strong emphasis on product specifications in order to meet the needs of customers
• Made contact with potential customers in order to take advantage of sales opportunities
• Spoke with customers about their concerns about products or services in order to resolve issues and increase sales
• Interrogated customers and gathered data in order to better understand their needs and provide quick solutions
• Preserved revenue streams where possible, using refunds as a last resort to maintain customer satisfaction with strong communication and negotiation skills
• Helped customers with questions and orders over the phone
• Helped customers with questions and orders over the phone.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Assisted call-in customers with questions and orders.
• Resolved concerns with products or services to help with retention and drive sales.
• Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
• Described product highlights and benefits to help guide purchasing decisions.

• Answered questions about store policies and concerns to support positive customer experiences
• Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches
• Counted drawers quickly and accurately at the start and end of each shift
• Assisted customers in completing purchases, locating items, and enrolling in reward programs in order to increase customer loyalty, satisfaction, and sales
• Restocked, arranged, and organized merchandise in the front lanes to increase product sales
• Handled a variety of payment methods, including cash, debit and credit cards, checks, and EBT
• Reconciled the cash drawer, accounting for errors and resolving discrepancies at the start and end of each shift
• Completed the computerized cash register's accurate cash-in and cash-out procedures
• Counted the cash in the register drawer at the start and end of each shift
• Provided excellent customer service by responding to customer complaints and providing accurate information
• Handled POS transactions such as checks, cash, credit card purchases, and refunds
• Trained new team members on how to use the POS system, customer service strategies, and sales objectives
• Checked customer prices and processed sales by scanning barcodes
• Used a point-of-sale system to enter orders, process payments, and issue receipts
• Helped customers by answering their questions and completing their requests
• Requested official identification and verified details, adhering to strict legal standards for underage sales for tobacco purchases
• Requested official identification and verified details, adhering to strict legal standards for underage sales for alcohol purchases
• Checked customers' identification for proof of age and refused to sell alcohol or tobacco to minors.
• Maintained inventory of all saleable items.
• Counted nightly income, categorizing, and sending to bank on weekly basis.
• Resolved customer complaints promptly and professionally to enhance customer loyalty and increase client base.
• Processed fuel and merchandise transactions by operating POS system with accuracy.
• Promoted special offers and discounts to customers to maximize sales.

• Complete a customer transaction and pass it on to the supervisor, who verifies and accepts responsibility for the accuracy of the transaction
• Completed highly accurate, high-volume money counts using both manual and machine-driven methods
• Record transactions and issue computer-generated receipts by entering customers' transactions into computers
• Contract documentation preparation
• Count the money, coins, and checks I receive by hand or with a currency counter
• Helped customers with a wide range of financial transactions
• Was in charge of the teller drawer, which I used to conduct bank transactions
• Customer transactions, such as deposits, withdrawals, money orders, and checks, were handled by me
• Assisted customers with opening or closing accounts, filling out loan applications, and enrolling in new services
• I'm in charge of dealing with customer complaints and resolving disputes
• Kept a teller drawer to conduct bank transactions.
• Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
• Processed customer transactions promptly, minimizing wait times.
• Disbursed cash and checks accurately while maintaining security of cash drawers.
• Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.

• Used chemicals by following safety protocols and procedures to avoid burns and injuries.
• Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
• Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
• Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
• Restocked room supplies such as facial tissues for personal touch with every job.
• Engaged with guests on room requirements and amenities to promote overall satisfaction.
• Disposed of trash and recyclables each day to avoid waste buildup.
• Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies, and requested guest supplies.

• Greeted customers entering store and responded promptly to customer needs.
• Built relationships with customers to encourage repeat business.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Worked flexible schedule and extra shifts to meet business needs.
• Welcomed customers and helped determine their needs.
• Helped customers complete purchases, locate items, and join reward programs.
• Restocked and organized merchandise in front lanes.
• Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
• Stocked, tagged and displayed merchandise as required
• Lifted up to 25 pounds at once and used forklift to move heavier loads