Summary
Work History
Education
Skills
Accomplishments
Timeline
Generic

Melana Darby Green

Saint Matthews,SC

Summary

Experienced Dedicated Customer Service Advocate with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives.

Work History

Customer Service Advocate

Blue Cross Blue Shield of South Carolina
Columbia, SC
01/01/10 - 12/01/15
  • Assisted management with the development of new strategies for improved customer satisfaction.
  • Tracked performance metrics and identified areas needing improvement in order to meet established targets.
  • Utilized problem solving skills to resolve customer issues quickly and efficiently.
  • Analyzed data related to customer service operations such as average handling time per call.
  • Responded promptly to customer inquiries in person, by telephone or electronically.
  • Attended weekly meetings on changes in processes that affect the organization's ability to provide excellent service.
  • Suggested solutions for improvement of product offerings based on customer feedback.
  • Worked closely with other departments to ensure quality customer service delivery.
  • Provided training support for new employees on proper techniques for dealing with challenging customers.
  • Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.

Customer Service Coordinator

Amedisys
Charleston, SC
01/01/16 - 12/01/20
  • Researched and prepared reports required by management or governmental agencies.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Implemented departmental policies and standards in conjunction with management to streamline internal processes.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.
  • Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Monitored phone calls to provide feedback and coaching.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.

Lead Accounts Receivable and Payable Clerk

Staples
Columbia, SC
01/01/21 - 07/01/24
  • Prepared bank deposits by verifying and balancing receipts and sending cash and checks to banks.
  • Recorded debit, credit and account transactions in computer spreadsheets and databases.
  • Verified, classified, computed, posted and recorded accounts payable data and reconciled daily totals to confirm proper accounting.
  • Prepared monthly bank reconciliations for multiple accounts including credit cards, loans and lines of credit.
  • Managed collection efforts for delinquent accounts in accordance with established procedures.
  • Created checks for vendors in accordance with approved invoices and purchase orders.
  • Reconciled customer accounts, prepared statements of account and resolved discrepancies in a timely manner.
  • Verified authorization documents such as purchase orders prior to processing payments.
  • Processed vendor invoices, reconciled vendor statements and resolved any discrepancies or issues.
  • Entered data into accounting software programs such as QuickBooks or Microsoft Dynamics GP.
  • Provided assistance with audits by gathering requested documentation in support of financial transactions.
  • Ensured accuracy of all financial transactions by verifying calculations against source documents.
  • Generated weekly reports on Accounts Receivable and Payable status to ensure all payments were received in a timely manner.

Education

Associate of Applied Science - Medical Billing And Coding

Ultimate Medical Academy - Clearwater
Clearwater, FL
09-2019

Bachelor of Arts - Business Human Resource Management

Capella University
Minneapolis, MN
09-2017

Skills

  • Report Preparation
  • Promotional support
  • Report creation
  • Order Fulfillment
  • Account Management
  • Report Generation
  • Problem-solving abilities
  • Microsoft PowerPoint
  • Payment handling
  • Data Collection
  • Complaint resolution
  • Medical terminology knowledge
  • Complaint Handling
  • Escalation management
  • Computer Proficiency
  • Microsoft Office Suite
  • Data Entry
  • Call Center Operations
  • Typing 65 WPM
  • Administrative Support
  • Inbound and Outbound Calling
  • Microsoft Office expertise
  • Payment Collection
  • CRM Software
  • 10-Key
  • Credit card processing
  • Typing proficiency
  • Office equipment proficiency
  • Clerical Support

Accomplishments

  • The Global Recognition Awards (GRA) Customer Service Awards

Timeline

Customer Service Advocate

Blue Cross Blue Shield of South Carolina
01/01/10 - 12/01/15

Customer Service Coordinator

Amedisys
01/01/16 - 12/01/20

Lead Accounts Receivable and Payable Clerk

Staples
01/01/21 - 07/01/24

Associate of Applied Science - Medical Billing And Coding

Ultimate Medical Academy - Clearwater

Bachelor of Arts - Business Human Resource Management

Capella University

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Melana Darby Green