Microsoft Systems
Ni'kenya Moore
Rocky Mount,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
McKesson
Raliegh, NC
12.2020 - 06.2023
- Process patient applications of various complexities, and follow programs specifications to determine their eligibility
- Place follow up calls and respond to enquiries from patients and/or healthcare providers as necessary
- Responsible for processing medical insurance claims, medical coding, and maintaining patient records
- Detecting any coding errors or performing any modifications needed
- Updating any internal databases, which electronically store and organize patients' records, billing details, and registration forms
- Performing basic clerical functions with proficient PC skills
- Analytical and Researching techniques to trend or quantify projects
- Initiate and assist with developments/changes to increase or change quality and productivity
- Preparing, processing, and maintaining new member or group enrollments
- Responding to member eligibility or group questions & verify enrollment status
- Working with various types of member correspondence
- Responded to customer requests for products, services, and company information.
Fraud Detection Specialist
BB&T
Wilson, NC
08.2019 - 11.2020
- Prepare documentation to return items, stop bill payments, close accounts/block cards, hold funds, and block online access and complete client/branch notification forms and Suspicious Incident Reports
- Utilize fraud risk detection systems and internal bank systems to review suspect items and warning reports on daily basis
- Interpret reason codes and follow specified procedures on how to handle suspect activity
- Gain and maintain strong working knowledge of three to four internal fraud monitoring and detection systems
- Educate clients about fraud issues including online banking safety and take appropriate action to protect clients’ accounts.
Collections Specialist
PNC Bank
Rocky Mount, NC
06.2017 - 08.2019
- Handles escalations/disputes and interprets documents/requests against applicable policies
- Uses online collections system to accurately document customer account information and contact customers for repayment
- Provides excellent customer service and helps to counsels customers regarding credit issues as necessary
- Responsible for data entering various customer required fields such as dollar amounts, invoice or account numbers
- Extracts remittances based on standard operating procedures
- Handle inbound and outbound calls and properly manage payment arrangements and collect past due balances.
Customer Care Agent
Conduent
Raleigh, NC
10.2015 - 06.2017
- Executes routine inbound and outbound call center activities concerning business' products/services, using standard script and established guidelines
- Ascertains nature of transactions/call and assesses whether it can be handled in place, needs to be transferred, or further follow-up is required, in order to provide client with appropriate resolution
- Researching and assisting customers in troubleshooting technical issues over phone interactions
Education
High School Diploma - General Studies
Rocky Mount High School
Rocky Mount, NC 08.2010 - 05.2014
Skills
Document filing
Software
Timeline
Customer Service Representative
McKesson
12.2020 - 06.2023
Fraud Detection Specialist
BB&T
08.2019 - 11.2020
Collections Specialist
PNC Bank
06.2017 - 08.2019
Customer Care Agent
Conduent
10.2015 - 06.2017
High School Diploma - General Studies
Rocky Mount High School
08.2010 - 05.2014
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