Meracella Byers
Center Point
Summary
Resourceful and self-directed professional representative with 17 years of experience in providing valuable information, troubleshooting problems, and resolving customer concerns and claim issues. Exhibits strong customer service, problem-solving, time management, and organizational skills. Capable of making effective decisions and prioritizing tasks to achieve immediate and long-term goals. Seeks a promising career opportunity to utilize customer service and claims processing skills in effectively assisting customers and contributing to company growth.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Social Security Administration
10.2022 - Current
- Supply callers with information on claim statuses.
- Provided information on disability and retirement benefits.
- Obtain and verify information from individuals to interview and investigate issues or concerns
- Handle ssn-related questions.
- Assist with Medicare applications and inquiries
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintain detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Address customer inquiries to ensure satisfaction and foster positive service experience.
- Responded to beneficiary’s requests, offering excellent support and tailored recommendations to address needs and inquiries.
Cashier
Murphy USA
12.2022 - 05.2023
- Greet Customers
- Cashier
- Stock Products and Coolers
- General Cleaning Inside and Outside Facility
Claims Specialist
Protective Life Corporation
04.2020 - 01.2022
- Resolved claims disputes, requests for clarification, and appeals in an efficient and timely manner
- Answer inquiries on policy claims via phone email etc
- Send and receive claim forms for deceased insured and beneficiaries
- Verify all documents are completed and valid so that claim can be processed
- Payout beneficiary percentage once all information was confirmed and verified
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
- Achieved performance targets consistently through attention to detail, effective time management, and strong decision-making abilities.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Analyzed claim documents to ensure accuracy and compliance, mitigating risk of financial loss.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Processed and recorded new policies and claims.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Calculated adjustments, premiums and refunds.
- Verified insurance claims and determined fair amount for settlement.
- Improved claim resolution times by efficiently managing a caseload of 50+ claims per month.
- Provided exceptional customer service, addressing concerns, and answering questions promptly.
- Documented information gathered in field and uploaded data to company database for efficient processing using Software.
Customer Service Representative
Wells Fargo
05.2016 - 05.2020
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Assisted customers with online issues including wire transfers and bill pay
- Customer Service
- Teller responsibilities
- Sold postage stamps
- Conducted initial interview process for Loan applications
- Explained detail statement information
- Verified if deposits were made or held
Call Center Representative
Portfolio Recovery Assoc
10.2012 - 12.2014
- Advise customers of necessary actions and strategies for debt repayment
- Confer with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts
- Persuade customers to pay amounts due on credit accounts, damage claims, or non payable checks, or to return merchandise
- Perform various administrative functions for assigned accounts, such as recording address changes and purging the records of deceased customers
- Trace delinquent customers to new addresses by inquiring at post offices, telephone or credit bureaus
- Record information about financial status of customers and status of collection efforts
- Answer customer questions regarding problems with their accounts
Customer Service Representative
Medicaid Agency
05.2012 - 09.2012
- 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.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided information regarding current status of applications to applicants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Organized documents through alphabetization and ensured accurate filing in designated locations.
- Processed incoming mail by sorting and stamping before distributing to the relevant mailboxes.
- Assisted clients in understanding their Medicaid benefits, explaining complex regulations and policies with clarity.
- Demonstrated excellent customer service skills while assisting diverse populations with various needs related to Medicaid benefits.
Education
Certified Nursing - Nursing Assistant
Virginia College
Birmingham, AL05.2007
GED -
Virginia College
Birmingham, AL05.2005
Skills
- Communication skills
- Customer service
- Time management
- Computer literacy
- Claims Processing
- Microsoft excel
- Microsoft word
- Documentation review
- Computer Skills
- Claims
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Complaint resolution
- Payment processing
- Documentation
- Microsoft Office Suite
- Administrative support
- Dispute resolution
- Office equipment proficiency
- Claims review
- Claims processing software
- Medical terminology
- Claim amount calculations
- Claims adjustment
- Microsoft office
- Insurance claim forms review
- Claims investigation
Timeline
Cashier
Murphy USA
12.2022 - 05.2023
Customer Service Representative
Social Security Administration
10.2022 - Current
Claims Specialist
Protective Life Corporation
04.2020 - 01.2022
Customer Service Representative
Wells Fargo
05.2016 - 05.2020
Call Center Representative
Portfolio Recovery Assoc
10.2012 - 12.2014
Customer Service Representative
Medicaid Agency
05.2012 - 09.2012
Certified Nursing - Nursing Assistant
Virginia College
GED -
Virginia College
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