Melissa Fitzsimmons
Saint George,UT
Summary
Dedicated to delivering utmost customer satisfaction through exceptional service and unparalleled support. Skilled in implementing customer service best practices and adept at finding effective solutions to address diverse customer needs.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Cambia Health Solutions
01.2024 - Current
- 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, while protecting HIPPA guidelines
- Exceeded performance metrics regularly through diligent work ethic, attention to detail, and commitment to delivering exceptional service.
- Reduced caller wait times with effective call prioritization and multitasking abilities.
- Maintained high-quality service standards by adhering to company policies and procedures during all interactions.
Insurance Billing Specialist
Veracity Insurance Solutions
11.2021 - 04.2023
- licensed in the state of Utah, supporting policy holders with chat, email, policy coverage and how to file claims
- Resolve billing issues
- Support 6 lines of coverage and speak to a high volume of clients
- Stayed up-to-date with industry developments and changes in insurance policies to ensure ongoing compliance and adaptability in billing practices.
- Promoted culture of continuous improvement, leading quarterly reviews to identify and implement process enhancements.
- I am proficient in certificate of insurance (COI) and legal verbiage
- Technical support for all accounts
- Technical support on accounts and resolve technical issues
Customer Service/Call Receiver
AAA- Utah
07.2020 - 12.2020
- Maintaining control of high-volume calls
- Meeting the needs of the member
- Following all guidelines and Policies
- Following call flow a 100%
- Assist Travelers when in a scary situation
- Resolving Emergency Roadside Assistance
- Mapping locations, even when the Member was lost
- Providing the correct service, identified
- Process Payments
- Update payments electronically
- Offer discounts for early pay off
- Set up payment arrangements.
Accounts Payable Specialist
Roth Staffing
01.2019 - 06.2019
- Worked in Oracle and Paperer (Premier) to match invoices with proper purchase orders
- Processed invoices after documenting all information is correct
- Calling Clients to verify information needed to pay
- QuickBooks- High volume invoice processing, processing payments and recording accurate entries
- Accounts Payable- Account reconciliations, updating and maintaining records of expenditures, resolving payment and invoice discrepancies
- Resolve discrepancies in billing and payment (verify addresses, contracts, terms, and purchase order) in chat and on phone
- Update Clients on processed payments and payment arrangements
- Excel - Spreadsheets, Cash Flows and Process check runs regularly, ensure signature, and mail out payments
- Process recurring payments and update recurring payment information on a timely basis
- Transfers between different bank accounts
- Meeting Time Sensitive Deadlines
- Providing Payments for all services for seven Hotels
- Scan documents and file all documents in appropriate files
- Accounts Receivable: Collections, Payment Arrangements, Payment processing.
Accounting Clerk
Heritage Hotel Group
03.2018 - 10.2018
- Accounts Payable
- Accounts Payable Specialist
- Worked in a team environment and was successful
- Reconciliations
- Researched and solved any discrepancies.
- Input high volume of monthly invoices with consistent accuracy.
- Managed accounts payable and receivables and payroll.
- Provided exceptional customer service when addressing client inquiries related to invoices, payments, or account balances.
- Identified and resolved internal accounting variances, promoting data accuracy.
- Demonstrated adaptability by learning new software tools and accounting practices, ensuring continued professional development and growth.
Customer Service Agent
Vision Service Plan (VSP)
05.2012 - 08.2012
- Educate Beneficiaries on Benefits
- Processing Claims
- Process Payments
- Assist with enrollment
- Stay current on Government Guidelines
- Process Refunds
- Process Payments for Vision Wear
- Assist Medical Staff on Coverage
- Use of all Windows and Microsoft products
Owner
Northern California Gift Baskets
02.2004 - 11.2008
Fraud & Claim Processing Agent
National Heritage Insurance Company
12.2001 - 03.2004
- High Call Volumes
- Excellent Customer Service
- Insurance Verification
- Medicare Claims
- Educating on laws and guidelines
- Processing Medicare claims
- Providing support to Doctor's office
- CMS and HIPPA
Education
MBA - Bussiness
Ashford University
San Diego, CA10.2017
B.A in Accounting -
Ashford University
San Diego, CA10.2015
A.A.S in Computer Electronics Technology -
Heald College Roseville
Roseville, CA07.2001
Skills
- Account Reconciliation
- Reconciliation
- Financial Analysis
- Sage
- Customer service
- Windows
- Technical support
- Live chat
Active Listening
Critical Thinking
Problem-solving abilities
Data Entry
Customer Relations
Certification
Property and Casualty License Active in Utah
Personal Information
- Title: Property & Casualty Insurance agent
- Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative
Cambia Health Solutions
01.2024 - Current
Insurance Billing Specialist
Veracity Insurance Solutions
11.2021 - 04.2023
Customer Service/Call Receiver
AAA- Utah
07.2020 - 12.2020
Accounts Payable Specialist
Roth Staffing
01.2019 - 06.2019
Accounting Clerk
Heritage Hotel Group
03.2018 - 10.2018
Customer Service Agent
Vision Service Plan (VSP)
05.2012 - 08.2012
Owner
Northern California Gift Baskets
02.2004 - 11.2008
Fraud & Claim Processing Agent
National Heritage Insurance Company
12.2001 - 03.2004
B.A in Accounting -
Ashford University
A.A.S in Computer Electronics Technology -
Heald College Roseville
MBA - Bussiness
Ashford University
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