Mercedes Richardson

• Guide Medicare plan members through benefits questions, concerns, and service-related issues with a strong focus on accuracy and compliance
• Use active listening and structured problem-solving to identify root causes and provide clear, effective resolutions
• Document detailed interaction notes for auditing, reporting, and follow-up, ensuring records are complete and review-ready
• Maintain and update member records to ensure accurate, current information across systems while safeguarding PHI
• Identify and communicate appropriate service options or enhancements based on member needs, following established guidelines

• Provided research and library support to students and staff by assisting with database navigation, keyword searches, and resource identification
• Created follow-up tickets and documented service outcomes to support escalation workflows and resolution tracking
• Ensured accuracy when referencing academic resources and maintained professional standards in student-facing support

• Managed high-volume CRM data entry and lead tracking in HubSpot, ensuring accuracy that supported reporting and pipeline visibility
• Identified and corrected record discrepancies to improve data integrity and internal reporting reliability
• Assisted with workflow testing and process updates to strengthen documentation quality and system consistency
• Collaborated cross-functionally to improve lead management procedures and reporting accuracy

Inventory accuracy, process controls, productivity tracking

Account maintenance, discrepancy resolution, record accuracy

• Reconciled daily financial transactions and produced accurate end-of-day and audit reports
• Balanced credit card ledgers, verified postings, and resolved discrepancies to ensure clean financial close
• Maintained internal controls and safeguarded financial assets in accordance with hotel audit procedures
• Managed front desk operations, ensuring smooth check-in and check-out processes for guests.
• Conducted nightly audits of financial reports and account balances to maintain accuracy.

Operational reporting support, inventory control, data accuracy

• Entered and verified transaction data for real estate/title documentation, ensuring accurate and compliant records
• Maintained organized files supporting audits, client requests, and transaction processing
• Supported client communication and administrative coordination while handling confidential financial documents