Lucretia Mabry
Virginia Beach,VA
Summary
Experienced with data accuracy and efficient information processing. Uses office software and organizational skills to maintain high standards of data management. Track record of reliability and adaptability in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Claims Processor II
DOMA
Virginia Beach, VA
06.2021 - 05.2025
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Reviewed applications and supporting documents to verify claims eligibility and accuracy.
- Managed workload and priorities to meet claims processing meet deadlines.
- Utilized specialized software to process incoming claims, enter data and generate reports.
- Evaluated accuracy and quality of data entered into agency management system.
- Followed up with customers on unresolved issues.
- Maintained strict confidentiality when dealing with sensitive information about patients'' medical histories or personal details.
- Reduced claim processing time for faster customer service and improved satisfaction rates.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Checked documentation for accuracy and validity on updated systems.
Benefits Specialist
Conduent
Chesapeake, VA
09.2017 - 06.2021
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
- Updated HRIS systems as needed to reflect benefit-related changes accurately, maintaining up-to-date records for all team members.
- Maintained compliance with federal regulations regarding FMLA, ADA, and other relevant laws governing employee benefits.
- Collaborated with payroll department to ensure accurate deductions related to employee benefits plans were processed correctly each pay period.
- Managed COBRA compliance, ensuring timely notifications and accurate administration for former employees.
- Assisted in transition to new benefits platform, minimizing disruptions for employees.
Customer Service Representative
QVC
Chesapeake, VA
08.2016 - 09.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Pharmacy Help Desk Team Lead
Alorica
Virginia Beach, VA
02.2015 - 08.2016
- Collaborated with cross-functional teams to address complex IT issues, ensuring seamless service continuity.
- Streamlined ticketing process through automation tools which led to faster incident resolution times.
- Implemented knowledge management initiatives to promote information sharing and improve overall team expertise.
- Oversaw scheduling, workload distribution, and resource allocation for optimal help desk coverage during peak hours.
- Trained new team members on company policies, procedures, and best practices for effective support delivery.
- Managed help desk tickets for improved response times and resolution rates.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Recruited, trained and supported help desk technicians and representatives.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Trained and supported end-users with software, hardware, and network standards and use processes.
Education
Diploma -
Granby High School
Norfolk, VASkills
- Accuracy and precision
- Transactions reconciliation
- Claims
- Professionalism and ethics
- Chat
- Medical terminology
- Data entry proficiency
- Attention to detail
- Records management
- Critical thinking
- Active listening
- Microsoft office- Word- Excel
- Customer service
- Organizing and prioritizing work
- Eligibility determination
- Documentation skills
- Team player
- Problem-solving abilities
- Quality control
Timeline
Claims Processor II
DOMA
06.2021 - 05.2025
Benefits Specialist
Conduent
09.2017 - 06.2021
Customer Service Representative
QVC
08.2016 - 09.2017
Pharmacy Help Desk Team Lead
Alorica
02.2015 - 08.2016
Diploma -
Granby High School