Nina Robinson
Reynoldsburg,OH
Summary
Seeking to continue to be successful at providing exceptional customer service while meeting customers needs and complying to policies and procedures. I’am a Detail-oriented team player with strong organizational skills. I have the ability to handle multiple projects simultaneously with a high degree of accuracy. Looking forward to a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Title Administrator
Upstart (apart Of Company Budget Layoffs)
04.2022 - 01.2023
- Ensure prior lien holder pay off is completed and previous lien is released according to policy while resolving any mitigating circumstances that arise during payoff process
- Engage in title management systems follow up reports to drive lien perfection process to ensure placement of Upstart's lien on Covered Account vehicle titles
- Communicate effectively with insurance policy providers and borrowers to ensure smooth process of liens
- Follow up on insurance policy change notifications and communicate effectively with Covered Account holders to find insurance coverage
- Manage and maintain detailed records of all servicing activities of the Covered Accounts
- Exceed key performance indicators measuring personal productivity, quality, and service level as defined by management
- Assist with any customer service or outreach duties as needed
Customer Care Representative
Candid
04.2021 - 03.2022
- Handle all patient outreaches including calls, emails and chats
- Helping patients with any aligner issues, payments, insurance inquiries, shipping and any other concerns related to their oral health or orders
- Handle any escalated situations while providing exceptional customer service to patients
- Following up with patients in a timely manner to let them know of any recommendations by their orthodontist
- Paying attention to detail; while going above and beyond for patients to give them the best experience.
- Responded to customer needs through competent customer service and prompt problem-solving.
Patient Care Coordinator
Cordant Health Solutions
02.2021 - 04.2021
- On-board and enroll patients into Cordant Pharmacy Program
- Obtain, file, ship, or fax any paperwork associated with the prescription
- Maintain call, shipping, and medication delivery logs
- Receive delivery of patient medications, via courier drop-off or direct pick-up at pharmacy or local shipping carriers
- Verify patient identity prior to giving medication and ensure accurate entry of demographic information
- Give medication to patients seen by the provider, per provider and prescribe directions
- Return undelivered medication to the pharmacy at the end of each day
- Assist with prior authorization process as needed/collect copayment
- Liaise between the pharmacy and client to ensure prescriptions are prepared for delivery based on patients’ schedule, working ahead as-needed
- Build strong working relationships and trust with providers, patients and pharmacy staff
- Provide accurate, valid and complete information in patient portal
- Provide appropriate solutions and alternatives, within compliance guidelines, for patients or provider complaints
- Collect, log, order, process, and ship urine, blood, oral, and/or hair specimens to laboratory
Technical Support Representative
Medasource
01.2021 - 02.2021
- Answer calls and emails from internal end users and guiding users through Workday system at the
- Ohio State University
- Serve as the first point of contact to answer, research, and process requests from current/former colleagues
- Provide first call resolution or escalate to subject matter experts as appropriate
- Includes use of Service Now for ticket management
- Customer service focused, excellent and concise phone skills and able to multitask and work in a team environment
- Uses procedures, policy manuals, knowledge base and other reference materials to assist in answering customer (employee/manager/ former employees) inquiries and resolving customer issues
- Documents all customer inquiries, issues and ticket transactions
- Provides recommendations or suggests methods to update, simplify, and enhance processes, procedures, and technologies.
Credit Card Sales and Service/Disputes Representative
Alliance Data (apart Of Company Budget Layoffs)
02.2008 - 11.2019
- Managed inbound and outbound calls to respond to inquiries and resolve credit card concerns
- Cross sell products
- Met sales quotas monthly
- 100% call quality monthly
- Recommended products and services to customers and educated customers about relevant offerings
- Trained new associates for Customer Service Sales Rep and Disputes Rep
- Process and resolve claims/disputes in a timely manner to meet business guidelines
- Resolve Non FCBA and FCBA credit card 3rd party disputes
- Resolve difficult and escalated issues independently
- Performs duties according to Federal Deposit Insurance Corporation (FDIC) and compliance regulatory guidelines
- Handle customer complaints and escalations
Education
Certificate in Medical Front Office and Administration Specialist - undefined
MedCerts
Associate of Science - Business
Ohio Dominican University
Skills
- Excel, Microsoft Word and Outlook (10 years)
- Productive in a high volume, high stress environment
- Customer Service
- Medical Terminology (Less than 1 year)
- Medical Billing (Less than 1 year)
- Administrative Assistant (Less than 1 year)
- EMR Systems
- HIPAA
- Insurance Verification
- Medical Scheduling
- ServiceNow
- Technical Support
- Conflict Resolution Techniques
- Personnel Training and Development
- Exceptional Telephone Etiquette
- Effective Workflow Management
- Exceptional Interpersonal Communication
- Quality Assurance Controls
- Negotiation Expert
- Verbal and Written Communication
- Administrative Support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If you really want to do something, you'll find a way.If you don't, you'll find an excuse.
Jim Rohn
Timeline
Title Administrator
Upstart (apart Of Company Budget Layoffs)
04.2022 - 01.2023
Customer Care Representative
Candid
04.2021 - 03.2022
Patient Care Coordinator
Cordant Health Solutions
02.2021 - 04.2021
Technical Support Representative
Medasource
01.2021 - 02.2021
Credit Card Sales and Service/Disputes Representative
Alliance Data (apart Of Company Budget Layoffs)
02.2008 - 11.2019
Certificate in Medical Front Office and Administration Specialist - undefined
MedCerts
Associate of Science - Business
Ohio Dominican University
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