Amber Glover-Ogletree
Fairburn,GA
Summary
Analytical and focused Customer Service Quality Analyst known for high productivity and efficient task completion. Specialize in data analysis, customer satisfaction evaluation, and process improvement techniques. Excel in communication, problem-solving, and adaptability, leveraging these soft skills to enhance service quality and team performance. Committed to delivering consistent improvements in customer service environments.
Overview
15
15
years of professional experience
Work History
Senior Customer Service Quality Analyst (Remote)
Wellstar Group
Marietta, GA
11.2016 - Current
- Assist the Human Resource Quality Assurance Team in process improvements, system integrations, and productivity to ensure changes meet the user needs for current and future activities.
- Develop and maintain a hybrid work schedule for customer service agents so that all virtual and in-office needs are met.
- Remotely provide support to agents during peak volume periods or when additional assistance was needed.
- Resolved escalated customer complaints in a timely manner.
- Thoroughly review candidate onboarding and HR processes to identify inconsistencies, and recommend improvements to standardize processes, increase efficiency, and enhance the candidate experience.
- Virtually participate in labor negotiations, represent management during meet-and-confer processes, grievances, disciplinary actions, and other labor relations activities.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Assist in liaising between HR and other organizational units, facilitating communication, and helping to ensure alignment of HR functions with strategic goals and regulatory requirements across different departments.
- Interprets, applies, and advises employees, supervisors, and managers on benefit policies, procedures, and regulations.
- Lead initiatives to identify and resolve inefficiencies within HR processes by analyzing audit findings, recommending corrective actions, and implementing process improvements that enhance compliance and operational effectiveness.
- Plans, organizes, supervises, and evaluates the work of assigned staff.
- Develop procedures, and recommend policies for assigned area(s), and identify and implement improved methods for operations.
- Develop and update various HR training curricula; present these trainings to employees and supervisors/managers.
- Prepare reports, correspondence, and a variety of written materials, and present findings, both orally and in writing, to the appropriate parties.
- Monitor developments in the human resources field, evaluate their impact on employee activities, and recommend policy and procedural improvements.
- Assist with the expedited onboarding process to ensure a smooth transition from candidate to employee, while serving as a point of contact for employee support, needs, and questions.
- Complete new hire and transitioning role background checks, I-9 verifications, education, and licensure to ensure prerequisites and requirements are met.
- Implemented strategies aimed at improving overall customer satisfaction levels.
- Trained and mentored new customer service executives to speed onboarding process.
- Built and maintained excellent professional relationships with key contacts to obtain potential leads.
- Assisted customers with questions and resolution of issues to maintain high satisfaction ratings.
- Documented detailed reports of daily activities within the call center environment.
- Maintained up-to-date knowledge of products, services, and industry trends to provide accurate information to customers.
Call Center Customer Service Lead
Interface
Lagrange, GA
08.2011 - 10.2016
- Led a team who handled high-volume sales operations from order to delivery, confirming inventory, ensuring timely completion of invoicing and shipping, and confirming product and service satisfaction
- Managed multiple teams to track daily workflow productivity, confirmed procedures and practices were being implemented, and conducted weekly team meetings and monthly evaluations for performance and productivity of team members
- Ensures that financial transactions/records are accurately maintained, reviewed, and processed
- Primary point of contact to assist customers and answer questions
- Track account sales and trends to provide data reports to account executives, regional and area VPs for future sales forecasting
- Processes physical and electronic receipts, such as cash, checks, e-checks, credit cards, and other electronic funds received, ensuring that relevant data and accounts are correct and complete
- Issues receipts for all in-person transactions and upon request for transactions processed through the mail
- Saves all documents and backup as needed for audit review
- Opens, closes and balances cashiering tills; prepares and processes daily electronic check and cash deposits with a high degree of accuracy
- Provide sales support to online customers assisting with sales, product information, website navigation, and general inquiries
- Coordinate shipping schedules between warehouse management and customers, guaranteeing quality and accurate product delivery in a timely manner and per contract terms
- Served as the primary point of contact for end-user support by managing Salesforce database for 100 national accounts: performing high-level administration and support duties
- Recognized for maintaining accurate inventory audits, confirming availability, production levels, and replenishment schedules to track product movement and ensure sufficient inventory levels
- Synchronized sale and inventory activity between distribution, planning, customer financial services, freight carriers, and logistics teams to ensure a continuous flow of operations with minimum delay in business
Medical Billing Specialist
Columbus Clinic
Columbus, GA
12.2009 - 07.2011
- Serve as liaison between medical staff, insurance companies, and patients and responded to high-volume patient inquiries related to account balances, service charges, claims, billing, and collection status
- Educate patients on insurance plans related to their needs, EBOs, and regulated guidelines provided by insurance companies
- Advanced research on difficult accounts
- In-depth knowledge of various billing documentation requirements, the patient accounting system, and various data entry codes to ensure proper service documentation and billing of patient accounts
- Knowledge of insurance and governmental programs, regulations and billing processes, commercial third-party payers, and/or managed care contracts and coordination of benefits
- Advance medical terminology interpretation
- Knowledge of principles, methods, and techniques related to compliant healthcare billing/collections
- Familiarity with Claims management functions in non-acute settings
- Knowledge of Patient Management information system applications, HCHB, as well as spreadsheet, word processing, and other basic Microsoft Office Suite applications
- Execute strategy and communicate knowledge of business processes
- Enable technologies, specifically in a Home Health Claims function
- Comprehend and retain information that can be applied to work procedures to achieve appropriate service delivery
- Utilized knowledge of CPT and ICD-9 codes to correctly translate performed services into medical language outlined by insurance guidelines for company reimbursements
- Performed monthly account analysis and reconciliation of accounts receivable to identify aged accounts past 120+ days to offer settlement or collection options suitable for patients’ financial needs
- Support the delivery of all Home Health billing services by final/higher level auditing, correcting, and submitting claims
- Ensure that billing services are timely, accurate, and allow for appropriate reimbursement
- Conduct all claims-related follow-up on payment delays, taking corrective action(s) to finalize account disposition and/or referring claims to the appropriate staff to ensure appropriate reimbursement in the timeliest manner possible
- Conduct month-end close and cash posting responsibilities for all assigned locations
Education
Associate Degree - Business Administration
Georgia Perimeter College
Decatur, Ga01.2006
Certified Billing Specialist & Coding -
Faks Allied Health Education Center
Atlanta, Ga01.2003
Skills
- Employee onboarding
- Call center operations knowledge
- Project Management
- Relationship Management
- Quality Assurance Testing
- HRIS Operations
- Process Improvement
- Account Management
- Account Analysis
- Customer service
- Customer retention
- Data entry
- New hire onboarding
- Workday
Systems Applications
- ICIMS
- Lawson
- AS400
- Workday
- JD Edwards
- Salesforce
- ReportSnow
- MS 365
Timeline
Senior Customer Service Quality Analyst (Remote)
Wellstar Group
11.2016 - Current
Call Center Customer Service Lead
Interface
08.2011 - 10.2016
Medical Billing Specialist
Columbus Clinic
12.2009 - 07.2011
Associate Degree - Business Administration
Georgia Perimeter College
Certified Billing Specialist & Coding -
Faks Allied Health Education Center