NORMA COLLINS
Boca Raton
Summary
Dynamic professional with extensive experience at Capital Blue Cross, excelling in compliance and conflict management. Proven track record in client satisfaction through effective problem resolution and quality assurance. Skilled in Microsoft Excel and staff training, consistently delivering results in fast-paced environments. Efficient Clerk known for high productivity and ability to complete tasks swiftly. Possess specialized skills in data entry, record keeping, and customer service. Excel in time management, communication, and organizational abilities, ensuring seamless office operations and positive client interactions.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Clerk 1
Harrisburg Housing Authority
Harrisburg
01.2020 - Current
- Provided efficient clerical support through data entry, document management, and email correspondence.
- Interacted with customers via phone, email, and in-person to deliver accurate information.
- Maintained organized filing systems for quick retrieval of customer documents.
- Monitored office supplies and arranged timely restocking of low-stock items.
- Issued invoices and followed up on outstanding payments to ensure timely client remittance.
- Greeted clients, showcased apartments, and prepared lease agreements.
- Verified tenant incomes and information prior to lease application approval.
- Conducted property inspections before and after tenant move-ins to coordinate maintenance services.
Appeals and Grievance Coordinator
Capital Blue Cross
Harrisburg
12.2018 - 12.2020
- Received, investigated, and resolved compliance hotline referrals and administrative appeals.
Analyzed and reported member and provider complaints while ensuring regulatory compliance.
Prepared response letters for member complaints, grievances, and appeals.
Maintained organized files on individual appeals and grievances for efficient tracking.
Coordinated Grievance and Appeals Committee meetings as needed.
Supported pay-for-performance programs through data entry, tracking, and research activities.
Sales Coordinator
Material Handling Systems Inc
Pompano Beach
12.2017 - 11.2018
- Compiled client profiles and entered data into operating system for efficient access.
Produced contracts, reports, letters, and proposals to meet client specifications.
Organized company files and created support systems to enhance productivity of account managers.
Researched and customized service quotes to align with client needs.
Asked open-ended questions to identify prospects' requirements and preferences.
Maintained and organized customer database of over 300 clients for streamlined operations.
Communicated regularly with territory, regional, and strategic managers for effective account planning.
Contacted customers promptly to resolve issues before escalation.
Quality Assurance Analyst
Centerfield
Fort Lauderdale
11.2015 - 11.2017
- Cultivated a work environment emphasizing quality, communication, and collaboration.
Developed workflow charts to ensure production team compliance with client deadlines.
Formulated new employee evaluation processes that enhanced overall performance.
Supervised onsite testing for customers in accordance with project specifications.
Researched and resolved complex problems efficiently to minimize disruptions.
Led a team of 15 customer service professionals in delivering exceptional support.
Directed training for new team members, fostering productivity and accuracy.
Mentored staff to promote friendly service and effective teamwork.
Enrollment Specialist
Prince Law Firm
Fort Lauderdale
10.2013 - 09.2015
- Explained services to customers and prospects, ensuring clarity and understanding.
Reviewed enrollment statistics and prepared detailed reports for analysis.
Updated and verified customer data to enhance accuracy within systems.
Communicated effectively with prospective customers through phone, email, and in-person meetings.
Negotiated production goals for new and renewal contracts with business development manager.
Implemented enhancements in billing procedures, both manual and electronic, for greater efficiency.
Followed up on unresolved customer issues to ensure prompt resolution.
Closed an average of 40 new sales weekly by analyzing sales trends for improvement.
Customer Retention Specialist (Team Lead)
Teleperformance (Comcast)
Fort Lauderdale
01.2010 - 07.2015
- Outlined new membership contracts to facilitate customer understanding.
Contributed to call center efficiency by sharing best practices with peers.
Executed POS operations to complete and itemize customer transactions.
Achieved 100% accuracy in data entry, supporting operational integrity.
Described product features and care instructions to customers effectively.
Answered inquiries regarding merchandise and pricing with confidence.
Resolved billing issues through coordination between department and customers.
Demonstrated commitment through perfect attendance over 12 months.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA03.2021
Skills
- Staff training
- Phone etiquette
- Empathy
- Self-direction
- Customer support ticket management
- Filing
- Faxing
- Quality assurance
- Typing
- Client follow-up
- Medical claim denial management
- Safe work practices
- Conflict management
- Confidential information handling
- Account management
- Recruiting
- Microsoft Excel
- Mail processing
- Supervising experience
- Tenants
- Problem resolution
- Medical terminology
- Client services
- Document management
- Client relationship management
- Property management tools
- Vital signs
- Complaint handling
- Call center
- File organization
- Microsoft Access
- Medical claims processing
- Leadership
- VoIP
- clerical experience
- Customer care
- Sterile processing
- Time management
- Multifamily properties
- Microsoft Word
- Attention to detail
- Hospital experience
- Account management
- HIPAA
- Customer service management
- Medical office experience
- Front desk
- Google Workspace
- Calendar management
- Property management
- Achieving HIPAA compliance
- Team development
- Microsoft Teams
- Administrative experience
- CRM software
- Work ethic
- Community engagement
- Manager's experience
- Multitasking
- Insurance medical billing
- Patient care
Certification
- CPR Certification
- Driver's License
- BLS Certification
Timeline
Clerk 1
Harrisburg Housing Authority
01.2020 - Current
Appeals and Grievance Coordinator
Capital Blue Cross
12.2018 - 12.2020
Sales Coordinator
Material Handling Systems Inc
12.2017 - 11.2018
Quality Assurance Analyst
Centerfield
11.2015 - 11.2017
Enrollment Specialist
Prince Law Firm
10.2013 - 09.2015
Customer Retention Specialist (Team Lead)
Teleperformance (Comcast)
01.2010 - 07.2015
High School Diploma -
Penn Foster Career School