Lourell Bailey
Germantown,USA
Summary
Experienced professional with over a decade of diverse customer service experience in various industries. Seeking a role to utilize exceptional communication and organizational abilities. Skilled in collaborating efficiently with others to achieve shared goals. Eager to apply expertise in a dynamic work environment that values teamwork and excellence in customer satisfaction.
Overview
17
17
years of professional experience
Work History
Medicaid Eligibility Specialist
Meduit
01.2024 - Current
- Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly.
- Enhanced Medicaid eligibility determinations by thoroughly analyzing applicants'' financial and personal information.
- Resolved eligibility discrepancies by carefully reviewing regulations and collaborating with relevant parties to reach accurate determinations.
- Maintained up-to-date knowledge of relevant laws, regulations, and policy changes affecting Medicaid eligibility determinations.
- Collaborated with other specialists to ensure consistent interpretation of Medicaid regulations and policies.
- Managed high caseloads efficiently, prioritizing tasks effectively and utilizing time-management skills to meet deadlines consistently.
- Streamlined application processing for increased efficiency by implementing a well-organized case management system.
- Utilized advanced computer systems to track applicant data, generating accurate reports for internal review as needed.
Customer Care Representative
Elevance Health
11.2022 - 07.2023
- Managed approximately 80 incoming calls, emails and faxes per day from customers. Verifying Benefit Eligibility for members, providers, and third party vendors focused on Mental Health and Substance use services.
- Talks to members over the phone to resolve their questions or concerns.
- Maintains and updates member and provider information as necessary
- Tracks call-related information for auditing and case documenting purposes.
EQip Agent
Express Employment Professionals
08.2022 - 11.2022
- EQip Agent for various projects located on the Westat Campus.
- Verifying correct info for applicants applying for NACI background check.
- Managed approximately 50 incoming calls, emails and faxes per day from candidates.
Unemployment Adjudicator
Alorica
12.2020 - 05.2022
- Works for Maryland Department of Labor and Regulation
- Talks to customers over the phone to resolve their questions or concerns.
- Maintains and updates claimant information as necessary.
- Tracks call-related information for auditing and case documenting purposes.
- Managed approximately 100 incoming calls, emails and faxes per day from customers
Medical Records Specialist
Infinite Computer Solutions
05.2019 - 01.2020
- Managed approximately 125 incoming calls, emails and faxes per day from customers
- Worked on VA Contract at VETFED-CARENET in Rockville, MD
- Responsible for the secondary review of DBQs submitted to VA
- Provide proper examination request and careful review of each disability benefits questionnaire (DBQ) form (also known as examination reports).
- Assist with scheduling of exams for veterans
NAEP Recruitment Agent
Express Employment Professionals
06.2018 - 05.2019
- Recruitment Agent for NAEP Project located on the Westat Campus.
- Verifying job references for applicants applying for school data research assessment project conducted every 24 months.
Contractor
Aerotek
01.2018 - 05.2018
- On assignment at Wells Fargo Bank as a Mortgage Servicing Specialist II.
- Verifies data, identifies issues, researches solutions, and performs a variety of procedural tasks for moderately complex to complex functions around newly funded loans.
Logistics Associate
Courier Connection Last Mile, LLC
01.2016 - 05.2017
- Delivering Amazon Fulfillment products to customers. Active member of the client’s Audit & Logistics Team.
- Loading & unloading designated parcels within the route assigned by dispatcher.
- Operating vehicle within all local laws and regulations is required and following the Company’s procedures and Preferred Work Methods.
Quotes Specialist
Heartline Fitness
09.2015 - 12.2015
- Created quote documents for clients looking to have their fitness equipment repaired.
- Correlated all cost information within time frame of bid date and time needed by contractors and sales employees.
- Assisted others in quotation department in price quoting.
- Maintained department files & assigned to other duties.
Internet Sales Consultant
Ourisman Chevrolet
04.2015 - 09.2015
- Delivered new and certified previously owned vehicles.
- Built strong rapport with customers.
- Assisted clients in the completion of their sales applications
- Maintained quality customer service skills and sales track record
Customer Account Executive
Comcast
05.2008 - 12.2009
- Accommodated a full range of customers, requests, inquiries and complaints via Call Center environment.
- Answered customer questions regarding billing, service problems, and products.
- Corrected errors and discrepancies on customer billing as necessary.
- Demonstrated basic knowledge of competitors. Determines and implements basic strategies/techniques to effectively counter competitive offers and educate customers on product comparisons
- Established customer needs through enhanced probing techniques, then promotes and recommends Comcast products and services based on customer's needs and interests. Demonstrates closing techniques consistently, repeatedly, and in a timely manner.
- Consistent ability to meet higher performance expectations (increased KPI/MPS).-Achieves overall performance goals of the organization demonstrates.
- Developed and implemented database sales tracking, enabling improved understanding of product profitability and inventory needs.
- Evaluated customers' potential needs to make appropriate recommendations.
- Mastered and constantly improved sales prospecting, follow-up and upsell processes.
- Managed sales cycle to maintain solid customer base.
Education
Bachelor of Science - Sociology, Business Management
Morgan State University
Baltimore, MD05.2006
Maryland Education Certificate - College Prep, Business Applications & Practices Skills and Abilities
Baltimore City College
Baltimore, MD06.1999
Skills
- Business development expertise
- Effective negotiator
- Customer relationship management
- Coaching and mentoring
Timeline
Medicaid Eligibility Specialist
Meduit
01.2024 - Current
Customer Care Representative
Elevance Health
11.2022 - 07.2023
EQip Agent
Express Employment Professionals
08.2022 - 11.2022
Unemployment Adjudicator
Alorica
12.2020 - 05.2022
Medical Records Specialist
Infinite Computer Solutions
05.2019 - 01.2020
NAEP Recruitment Agent
Express Employment Professionals
06.2018 - 05.2019
Contractor
Aerotek
01.2018 - 05.2018
Logistics Associate
Courier Connection Last Mile, LLC
01.2016 - 05.2017
Quotes Specialist
Heartline Fitness
09.2015 - 12.2015
Internet Sales Consultant
Ourisman Chevrolet
04.2015 - 09.2015
Customer Account Executive
Comcast
05.2008 - 12.2009
Bachelor of Science - Sociology, Business Management
Morgan State University
Maryland Education Certificate - College Prep, Business Applications & Practices Skills and Abilities
Baltimore City College
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