Lorain Millward
Orangevale,CA
Summary
Customer service and administrative professional with 20 years of experience. Seeking a position that will enable me to demonstrate strong communication, attention to detail and problem-solving skills. My ideal position will allow me to build relationships and establish a long-term career adding value to a team and organization.
Overview
22
22
years of professional experience
Work History
Branch Coordinator
Apria Healthcare
Shingle Springs, CA
08.2021 - Current
- Performing administrative and clerical tasks, such as data entry, preparing invoices, sending bill reminders, and contacting patients to discuss their accounts
- Answer incoming patient and referral source calls related to new orders, and ongoing patient service needs such as troubleshooting, order status and other general inquiries
- Collaborate with back-office qualification teams to facilitate timely processing of orders
- Communicating with sales team to obtain complete and accurate documentation based on payor and other regulatory requirements
- Maintaining records regarding payments and account statuses
- Generating reports and statements for internal use
- Researching and resolving account discrepancies
- Handling requests for audit and documentation purposes
- Collecting payment and billing information as needed
- Completing outbound calls to patient and referral sources regarding order receipt confirmation, insurance benefits, patient scheduling, order status and patient wellness calls
Tax Technician
Franchise Tax Board
Sacramento, CA
02.2020 - 08.2021
- Analyzing accounts for accuracy in balance, entity and collection information and correcting as needed
- Researching and providing account balances, filing requirements, and installment agreement procedures
- Approving or denying proposed payment plans based on set criteria and review of financial statements
- Analyzing payment and personal information from taxpayers to evaluate financial needs and ability to pay
- Modifying wage garnishments based on taxpayer inquiries, employer inquiries and financial hardships
- Researching, interpreting, communicating personal income tax laws and policies
- Generating customer notification regarding return and payment validation, collection activities, information requests, legal action, and other enforcement actions
- Data entry and retrieval within the ARCS (tax information and accounts receivable collection system)
- Respond to urgent customer needs and inquiries, taking appropriate and effective action while maintaining accuracy and a high level of customer service
- Maintaining a high level of confidentiality and account security
- Communicating with kindness and professionalism via telephone, written, and fax correspondence
- Accurately reporting time and attendance and following all internal policies and procedures
Customer Service & Operations Lead
Rio
Sacramento, CA
03.2017 - 11.2019
- Customer service, engagement, sales and consistent responsiveness
- Opening and closing procedures for the facility, establishing policies, and communicating procedures
- Credit card processing, cash collecting and handling, and tax reporting
- Investigating payment discrepancies, adjusting customer invoices, offering adjustments or refunds
- Quality maintenance and assurance, soliciting feedback, and communicating results to the team
- Researching, interpreting, and implementing regulations and compliance standards for safety
- Auditing for regulatory compliance, safety, risk management, and quality control
- Capturing and retaining confidential customer payment information and employee personnel information
- Inventory control, distribution, and general housekeeping for safety and quality
- New hire procedural and customer service training, onboarding and mentoring
- Time management, scheduling, and operational changes or adjustments as needed
Customer Service & Operations Lead
Ruth's Chris
Roseville, CA
11.2014 - 03.2017
- Coordinating, supervising, scheduling and assigning work to staff
- Evaluating staff performance, attendance and timekeeping
- Administrative leadership, such as scheduling and assigning work at a 2 week look ahead
- Closing reporting, documentation, and ongoing cost and inventory analysis
- Researching, interpreting and implementing regulations and requirements for safety
- Evaluating operations and assessing the business needs of new facility launches across the West Coast
- Determining proper procedures and policies to ensure consistent service, distribution and branding
- Auditing for regulatory compliance, safety and hygiene to ensure standards and quality
- Quality maintenance and assurance, soliciting feedback and communicating results to the team
- New hire procedural and customer service training, onboarding and mentoring
- Responsiveness to changing workloads and priorities
Operations Lead
Season’s
Sacramento, CA
10.2012 - 06.2016
- Operational changes, documentation, training and communication
- New hire training, onboarding and mentoring
- Group training on regulatory compliance, safety and quality control
- Designing and delivering staff meetings, and addressing employee concerns
- Leadership, supervising urgent initiatives, and resolving customer complaints in person and via telephone
- In-house event coordination and organization
- Auditing for regulatory compliance and safety to ensure standards and quality control
Customer Service
El Torito, CPK, McCormick
Stockton, CA
01.2007 - 01.2012
- Identify and asses customers' needs to achieve satisfaction
- Presentation of product selections and pricing, with enthusiasm and integrity
- Describing and recommending product selections
- Handled multiple phone lines for incoming calls
- Increasing sales by connecting with the customers and marketing at each opportunity
- Operating POS terminals to input orders, process credit cards and collect on invoices
- Building relationships with customers and engaging with them upon return
Retail Sales/Customer Service/Administration
Cost Plus World Market, Sears, Circuit, AMC Cinema
Sacramento, CA
01.2001 - 01.2007
- Payments, customer invoicing, customer service, sales and responsiveness
- Manually calculating sales tax and invoices totals as needed
- Retail merchandise display design, distribution and inventory counts
- Problem solving, customer complaint resolution, preventative collaboration
- Operating POS terminals to input orders, processing credit cards and collections on invoices
- Processing loan and line of credit applications; advising on loan approval opportunities and status
- Advising on delinquent charge accounts and suggesting payment arrangements
- Building positive relationships with customers, building rapport, and engaging with them upon return
- Merchandise sales, setup and customer advising
Education
Income Tax Preparation And Law -
Udemy Online Academy
Certificate of Culinary Arts - undefined
Le Cordon Bleu College of Culinary Arts
General Education Diploma - undefined
San Juan High School
Skills
- Attention to detail and accuracy
- Highly organized in tracking and data entry
- Exceptional time management
- Self-motivation and initiative to take action
- Ability to exercise good judgement and confidentiality
- Complaint and/or dispute resolution
- Strong multi-tasking skills
- Investigative ability to research and respond
- Microsoft Office, computer proficiency
- Excellent customer service skills
- Mathematical reasoning
- Interpersonal skills via phone / email
- Policy research, interpretation and documentation
- Adaptable to changing conditions
Timeline
Branch Coordinator
Apria Healthcare
08.2021 - Current
Tax Technician
Franchise Tax Board
02.2020 - 08.2021
Customer Service & Operations Lead
Rio
03.2017 - 11.2019
Customer Service & Operations Lead
Ruth's Chris
11.2014 - 03.2017
Operations Lead
Season’s
10.2012 - 06.2016
Customer Service
El Torito, CPK, McCormick
01.2007 - 01.2012
Retail Sales/Customer Service/Administration
Cost Plus World Market, Sears, Circuit, AMC Cinema
01.2001 - 01.2007
Income Tax Preparation And Law -
Udemy Online Academy
Certificate of Culinary Arts - undefined
Le Cordon Bleu College of Culinary Arts
General Education Diploma - undefined
San Juan High School