MELISSA LEWIS
Raleigh,NC
Summary
Diligent Account Resolution Specialist successful at operating in demanding, high-volume environments. Proficient in research, claims issues, and setting up remittance plans.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Account Resolution Specialist
Wells Fargo
08.2020 - Current
- Upheld strict confidentiality when dealing with sensitive client information as per company policies and regulatory guidelines.
- Mentored junior staff members, sharing expertise in effective communication techniques and conflict resolution strategies for better results.
- Provided exceptional customer service, handling inquiries and resolving issues in a professional manner.
- Enhanced client satisfaction through timely resolution of billing disputes and payment issues.
- Documented all actions performed and interactions with customers.
- Collaborated with cross-functional teams to identify root causes of customer complaints and develop solutions.
- Negotiated payment arrangements with clients, maintaining strong relationships while safeguarding company interests.
- Resolved account discrepancies by analyzing financial data and collaborating with internal departments.
- Negotiated arrangements to manage defaults, payment plans, or full remittance of balance owed.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Trained new team members on scripts, company services, and collection strategies.
- Researched accounts and completed due diligence to resolve collection problems.
- Used probing techniques to determine debtors' reasons for delinquency.
- Used skip tracing and other techniques to locate debtors.
- Responded to customer inquiries and provided detailed account information.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
PROGRAM SPECIALIST
COVANCE INC.
07.2019 - 08.2020
- Document calls in appropriate tracking systems, and handle/escalate calls per established procedures
- Quickly and efficiently respond to incoming calls and faxes to identify the needs of potential new and existing clients
- Conduct insurance verifications to understand if patient's prescribed therapy is eligible for coverage
- Coordinate prior authorizations, investigate alternative insurance coverage, or other funding sources on behalf of the patients per the program specifications
- Process patient applications of various complexities, and follow the programs specifications to determine their eligibility
- Liaise with partner distributors and pharmaceutical manufacturers to request products per the program's guidelines and track shipments
- Coordinate the order and transfer of prescriptions based on their degrees of urgency to specialty pharmacies as appropriate
- Be familiar with the marketplace and the insurance options available for patients
- Educate patients on the available options as appropriate
- And assist with training new team members by shadowing/reverse shadowing them and serving as a data checker by reviewing data entered in the program's tracking system.
LOAN SERVICING SPECIALIST
IBM : SETERUS
07.2014 - 02.2019
- Supported and assisted clients in adherence with established company guidelines
- Evaluated loan servicing data and researched issues with exceptions to data changes
- Executed quality measures with respect to loan servicing
- Recommended feasible solutions to resolve existing problems and facilitated the implantation process
- Ordered, reviewed, and renewed loan payoffs and demands
- Executed and adhered to retention, liquidations, and delinquency management guidelines
- Prioritized service for delinquent loans
- And adhered to all company policies and government regulations.
- Proved successful working within tight deadlines and a fast-paced environment.
- Negotiated payment agreements with delinquent borrowers, reducing loss exposure while maintaining positive customer relations.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Facilitated timely loan modification requests, collaborating with borrowers and internal teams to reach mutually beneficial solutions.
- Contributed to increased referral business through exceptional customer service during both the application and servicing stages of loans.
- Improved loan processing efficiency by streamlining documentation and workflow procedures.
- Worked closely with collections department on delinquent accounts, coordinating efforts for maximum recovery results.
INSURANCE SALES ASSOCIATE
NATIONWIDE INSURANCE AGENCY
07.2013 - 07.2014
- Designed and implemented effective marketing strategies to sell new insurance contracts
- Contacted potential clients and developed a rapport by networking and using referrals
- And created innovative and dynamic ways to meet both the targeted company goals and the demands of individual customers to meet sales goals.
- Trained new team members on products, systems, and best practices, ensuring a seamless transition into their roles.
- Assisted in developing and implementing marketing campaigns boosting brand awareness and increasing market share.
- Increased customer satisfaction by providing personalized insurance solutions and exceptional service.
- Educated clients on the importance of various insurance products, enabling them to make informed decisions about their coverage needs.
- Expanded client base through strategic prospecting efforts such as cold calling, attending community events, and leveraging social media platforms.
- Demonstrated expertise in diverse product offerings including auto, home, life, health insurance policies as well as annuities and retirement planning strategies.
- Generated quotes and proposals for clients to match individual needs.
- Met with prospective clients to discuss insurance needs and provide solutions.
- Sold auto, home, life, and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Met with customers to provide information about available products and policies.
- Collected premiums on or before effective date of coverage.
- Finalized sales and collected necessary deposits.
SALES REPRESENTATIVE
SAFE AUTO INSURANCE
01.2004 - 03.2013
- Sold automobile insurance coverage in 17 states and provided quotes and services to individuals and businesses
- Assisted in payment processing for insurance services
- Trained new hire staff on business ethics and job requirements
- Provided education and feedback on policy requirements
- Performed administrative roles and functional duties
- Filed insurance applications
- And become knowledgeable about customer-specific needs to generate new sales.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Expanded customer base through cold calling, networking, and relationship building.
TECHNICAL SUPPORT AND PRODUCT SPECIALIST
CLIENT LOGIC
09.2001 - 03.2005
- Troubleshooted DSL Services for customers experiencing issues with their DSL
- Documented, researched, and did callbacks resolving the customers DSL issues
- Answered inbound calls providing customers with information about the company and its products
- Received a promotion to Product Specialist
- Assisted customer service representatives with resolving customer issues
- Resolved escalated complaints and issues regarding products, services, and procedures
- Recognized by the President of the company and placed in the 'Hall of Fame'.
Education
Diploma -
Hemingway High School
Hemingway, SC06.1994
Skills
- Client Relationship Building
- Claims Processing
- Goal-oriented mindset
- Documentation skills
Certification
- Pathways to Careers in Social and Human Service Certificate, 03/2019
- Human Resources Assistant Certificate, 03/2019
- Mary Brewer Insurance School | Property and Casualty License, 07/2019
- Mary Brewer Insurance School | Personal Lines Insurance License, 11/2005
References
REFERENCES FURNISHED UPON REQUEST
Timeline
Account Resolution Specialist
Wells Fargo
08.2020 - Current
PROGRAM SPECIALIST
COVANCE INC.
07.2019 - 08.2020
LOAN SERVICING SPECIALIST
IBM : SETERUS
07.2014 - 02.2019
INSURANCE SALES ASSOCIATE
NATIONWIDE INSURANCE AGENCY
07.2013 - 07.2014
SALES REPRESENTATIVE
SAFE AUTO INSURANCE
01.2004 - 03.2013
TECHNICAL SUPPORT AND PRODUCT SPECIALIST
CLIENT LOGIC
09.2001 - 03.2005
Diploma -
Hemingway High School
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