Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Marilyn J Dunn

Quality Assurance Analyst
Augusta, GA,GA

Summary

Dedicated Express Scripts professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Experienced Quality Assurance Analyst with over 5 and 1/2 years of experience with Teleperformance/Express Scripts/Blue Cross-Blue Shield. Excellent reputation for resolving problems and improving customer satisfaction.

Knowledgeable and dedicated Customer Service professional with extensive experience within the industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.

Overview

19
19
years of professional experience

Work History

Quality Assurance Analyst

Teleperformance-Express Scripts
Augusta, GA
11.2019 - Current
  • Created and achieved product quality objectives and met product specifications.
  • Fixed identified issues to increase productivity and boost workflows.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
  • Researched new tools and technologies for potential use by quality assurance team.
  • Conducted data review and followed standard practices to find solutions through calibrations weekly and monthly.
  • Reported problems, accomplishments, concerns, to management on weekly basis.
  • Worked independently on assignments involving varied and complex issues without direct supervision.

Prior Authorization Representative

Teleperformance-Express Scripts, CRD
04.2018 - 10.2019
  • Responsible for all customer inquiries, questions, and ensuring 100% customer satisfaction.
  • Ability to empathize with customers providing excellent customer service at all times.
  • Problem-solving to help customers resolve issues on first call.
  • Enter data from customers into various software programs.
  • Appropriately communicate with upset customers to resolve their inquiries.
  • Thrives as team player in fast-paced, high-energy environment.
  • Participates in additional training courses when needed.
  • Performs other related duties and assignments as required by supervisor.
  • Ability to handle high-end customers and their high demands
  • Performs in fast-paced, high-production, high-volume environment that focuses heavily on customer satisfaction.
  • Work is driven primarily by inbound calls and written communications.
  • Ability to review record and organize written data from variety of sources.
  • Excellent oral, written and interpersonal communication skills, and capacity to multi-task in structured fast paced work environment, are required.
  • Customer orientation; demonstrates empathy
  • Able to learn and adapt - applies training and coaching to daily work habits

Customer Service Representative

Teleperformance-Express Scripts, CORE
Augusta, GA
09.2017 - 04.2018
  • Delivered exemplary customer service and support by remaining poised in most stressful situations.
  • Created communication strategies to meet client objectives.
  • Handle and carefully respond to all inbound and outbound customer inquiries.
  • Provide excellent customer service through active listening
  • Work with confidential customer information and treat it sensitively
  • Aim to resolve issues on first call by being proactive, patient, empathetic, and understanding
  • Appropriately communicate with customers
  • Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating

Customer Service Representative

Teleperformance-CareFirst BlueCross BlueShield
Augusta, GA
08.2016 - 09.2017
  • Provided numerous customers and providers with status of insurance coverage on daily basis.
  • Assisted customers in locating providers for dental and medical issues.
  • Assisted providers with filling insurance claims on performed procedures.
  • Reviewed and approved or denied claims for payment, this included verifying claimant is eligible for claimed benefit, including verifying amount of claim, and eligibility, verified coverage is in effect, and limitations and exclusions of contract are applied properly.
  • Investigated all claims by reviewing information provided in group policy and various computer systems.
  • Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating

Secretary/Hospitality Committee

Good Hope Missionary Baptist Church
Augusta, GA
01.2005 - 12.2016
  • Serving as secretary in Hospitality Committee
  • Actively typing, bookkeeping, making reports, setting up meetings, taking minutes from meetings, collecting and dispersing money for functions, and providing to staff members
  • Cooked, planned menus, cleaned, and decorated for functions serving members and staff.

Medical Secretary

Glenbrook Hospital
Glenbrook, Illinois
10.2001 - 06.2003
  • Assist with departments daily schedule by arranging transport, notifying of cancellations or stat tests, and communicating with all staff.
  • Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability
  • Maintained current and accurate medical records for patients
  • Proofread documents and correspondence for accuracy and completeness
  • Used knowledge of medical terminology to transcribe patient information from written copy, electronic equipment or verbal direction
  • Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing
  • Located, checked in and pulled medical records for patient appointments and incomplete charts
  • Kept information confidential and followed HIPAA guidelines to maintain patient trust
  • Kept detailed records of office inventories and placed orders for supplies

Education

Some College (No Degree) - Business Administration

Oakton Community College
Des Plaines, IL

Some College (No Degree) - Business Administration

Frederick Community College
Frederick, MD

Educational License III -

Secretarial/ Business Administration
State of Texas
05.1991

Diploma - Business Administration

Little Rock Job Corps
Little Rock, AR
12.1986

Skills

  • Bookkeeping
  • Excellent customer service
  • Excel, PowerPoint
  • Direct patient care
  • Training and coaching
  • Appointment scheduling
  • Verbal communication
  • Medical chart documentation
  • Medical records management
  • Outpatient care
  • Business correspondence

References

Danielle Jones, Child Support Admin, Houston, TX, 346-978-0049

Tawanna Tillman, Prophetess/Former Coworker, South Carolina, 803-439-9323

Christy Toney, Restaurant Owner/High School Teacher, Dermott, AR, 870-538-8022

Charlene Watkins, Hospitality Assistant Coordinator, Augusta, GA, 706-231-6163

Priscilla Godbee, Hospitality Coordinator, Augusta, GA, 706-793-8207

Timeline

Quality Assurance Analyst

Teleperformance-Express Scripts
11.2019 - Current

Prior Authorization Representative

Teleperformance-Express Scripts, CRD
04.2018 - 10.2019

Customer Service Representative

Teleperformance-Express Scripts, CORE
09.2017 - 04.2018

Customer Service Representative

Teleperformance-CareFirst BlueCross BlueShield
08.2016 - 09.2017

Secretary/Hospitality Committee

Good Hope Missionary Baptist Church
01.2005 - 12.2016

Medical Secretary

Glenbrook Hospital
10.2001 - 06.2003

Some College (No Degree) - Business Administration

Oakton Community College

Some College (No Degree) - Business Administration

Frederick Community College

Educational License III -

Secretarial/ Business Administration

Diploma - Business Administration

Little Rock Job Corps

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Marilyn J DunnQuality Assurance Analyst