Summary
Overview
Work History
Education
Skills
Certification
Timeline
Londella B. Dowdy

Londella B. Dowdy

Decatur,GA

Summary

Experienced professional with a strong background in customer and technical support, resolving various IT problems, incidents, issues, requests, and queries. Collaborates effectively with support and product teams for timely resolution. Demonstrates commitment to documenting, notifying, escalating, tracking, and following up on incidents. Possesses extensive experience with Microsoft Office and other relevant software.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Outbound Customer Service Representative

Evolent Health
08.2024 - Current
  • Participated actively in team meetings, contributing valuable insights into ways of enhancing customer service delivery.
  • Delivered constructive suggestions to supervisor for improving outbound call development processes.
  • Met established attendance expectations and team revenue goals to achieve company objectives.
  • Executed outbound calls and converted 20% of calls into completes.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.

Medical Biller & Coder

IQVIA
06.2023 - 02.2024
  • Process Medical Reimbursement claims for members
  • Place outbound calls to collect the missing information needed to process claims
  • Organize, Resubmit, and approve claims to be paid via Check or ACH transfer to members
  • Verified insurance of patients to determine eligibility.
  • Communicated with insurance providers to resolve denied claims and resubmitted.
  • Verified accuracy of accounts payable payments, resulting in 50% reduction in payment errors and check reissues.

Radiology Support Supervisor

Envision Healthcare
06.2021 - 02.2023
  • Provide support to staff with escalations, urgent requests, study turnaround time etc
  • Handle employee vacation, time off, payroll
  • Provide coaching, support, and feedback to improve QA metrics
  • Call center management, Workforce and Administration
  • Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
  • Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
  • Completed bi-weekly payroll for 10 employees.

Client Support Supervisor

The Radiology Group
11.2019 - 06.2021
  • Provided support in getting Radiographic studies read in a timely manner
  • Assisted facilities such as Hospitals, Clinics, Urgent Cares and Private practices
  • Answered 40-50 calls daily, placed 20-50 outbound calls, handled faxes and urgent requests
  • Call center management and administration
  • Coordinated regular team meetings to discuss progress, challenges, and best practices in client support management.
  • Streamlined client support processes by implementing efficient ticketing and communication systems.

Education

Associate of Science - Medical Billing And Coding

Ultimate Medical Academy - Clearwater, Clearwater, FL
06.2014

Associate of Science - Massage Therapy

High Tech Institute, Marietta, GA
10.2010

Skills

  • Patience and Tolerance
  • Data entry proficiency
  • Goal-Oriented
  • Continuous Improvement
  • Salesforce
  • CRM Software
  • Customer Service
  • Call Center Customer Service
  • Customer Support
  • Technical Troubleshooting
  • Documentation And Reporting
  • Complaint resolution

Certification

  • Certification in Technical Computers /Administrative Support
  • Certified Scrum Master
  • Certified Prompt Engineer

Timeline

Outbound Customer Service Representative - Evolent Health
08.2024 - Current
Medical Biller & Coder - IQVIA
06.2023 - 02.2024
Radiology Support Supervisor - Envision Healthcare
06.2021 - 02.2023
Client Support Supervisor - The Radiology Group
11.2019 - 06.2021
Ultimate Medical Academy - Clearwater - Associate of Science, Medical Billing And Coding
High Tech Institute - Associate of Science, Massage Therapy

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Londella B. Dowdy