Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

MARQUITA ALLEN

McDonough,GA

Summary

Customer Service Representative with extensive experience recognized for exceptional customer service and effective conflict resolution. Achieved a 98% satisfaction rate through strong analytical and problem-solving abilities. Committed to training and development, promoting team collaboration to drive performance improvements. Passionate and professional Representative leads outreach efforts, strategic direction and day-to-day function management. Proven talent at building relationships and influencing others to gain support and commitment. Excellent presentation and communication skills and comfort working in fast-paced environment.

Overview

11
11
years of professional experience

Work History

Patient Solutions Representative

R1RCM - Through St. John's Health System
03.2025 - Current
  • Provided customer service by answering product and service-related questions.
  • Handle over 30+ calls daily.
  • Answered customer inquiries promptly and professionally.
  • Escalated unresolved issues to appropriate departments for further investigation.
  • Demonstrated strong problem-solving skills when faced with challenging situations or complex inquiries from customers.
  • Consistently met daily performance goals set by management team members.
  • Established positive relationships with customers through effective communication techniques.
  • Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
  • Greeted customers and responded to inquiries in a timely manner.
  • Participated in training sessions designed to improve overall job performance.
  • Answered phone calls and directed them to appropriate personnel.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Effectively used Epic.

Employee Development Specialist/Customer Service/Medical Billing/Coding

National Vision Incorporation
Lawrenceville, GA
11.2020 - 11.2024
  • Collaborates with managers to develop customized training plans tailored to individual employee needs.
  • Handled 50+ calls a day.
  • Provides excellent customer service with 98% passed surveys
  • Increases overall efficiency by identifying skills gaps within the organization and developing customized solutions to address them accordingly.
  • Manages budgets for employee development programs, ensuring resources are allocated effectively to produce desired outcomes.
  • Works closely with human resource teams to align employee development initiatives with company objectives and values.
  • Provides regular progress reports to upper management, demonstrating the positive impact of implemented employee development initiatives on overall company performance.
  • Administers performance assessments, using results to identify areas needing improvement, and create targeted action plans.
  • Maintains a database of employee training and produces reports for management detailing training processes, participation, and other metrics.
  • Identifies workers with specific skill sets to recommend for promotions or raises, increasing internal hiring by 80%.
  • Maintains personnel records and statistical data to establish accuracy and compliance with applicable regulations.
  • Develops a comprehensive understanding of ICD-10-CM, CPT, and HCPCS codes to ensure proper use in medical coding assignments.
  • Resolves coding discrepancies through in-depth analysis and collaboration with physicians, ensuring appropriate reimbursement for services rendered.
  • Achieves timely reimbursements from payers by submitting claims that adhere to payer-specific guidelines.
  • Reviews, analyzes, and manages the coding of diagnostic and treatment procedures contained in outpatient medical records.
  • Confirms patient information, collects copays, verifies insurance, and notifies patients of financial responsibility prior to having services rendered.
  • Hours Per Week: 40+
  • Duties, accomplishments, and related skills:
  • Organized and facilitated workshops for employees on topics such as career development, performance management, team building and leadership.

Customer Service Team Lead

Continuum GBL Solutions
Anderson, IN
01.2015 - 08.2020
  • Resolved customer service issues using company processes and policies, and provided updates to customers.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Contributed to the development of new training materials that improved overall team knowledge and performance levels.
  • Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
  • Supervised day-to-day customer service operations to provide staff with guidance, and drive productivity.
  • Assisted management in hiring decisions by conducting interviews and evaluating candidate potential.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Handled escalated customer complaints professionally, ensuring prompt resolution, and follow-up actions were taken as necessary.
  • Exceeded performance goals consistently through effective communication and problem-solving skills.
  • Hours Per Week: 40+
  • Duties, accomplishments, and related skills:

Education

High School Diploma -

Muncie Central High School
Muncie, IN
06.2009

Skills

  • Attention to detail
  • Effective communication
  • Customer service excellence
  • Analytical thinking and problem solving
  • Leadership and teamwork
  • Healthcare compliance
  • Human resource management
  • Conflict resolution strategies
  • Training and development
  • Medical billing and coding
  • Employee training
  • Epic usage
  • Time management
  • Staff training

References

Available Upon Request

Timeline

Patient Solutions Representative

R1RCM - Through St. John's Health System
03.2025 - Current

Employee Development Specialist/Customer Service/Medical Billing/Coding

National Vision Incorporation
11.2020 - 11.2024

Customer Service Team Lead

Continuum GBL Solutions
01.2015 - 08.2020

High School Diploma -

Muncie Central High School

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