Pamela Trotter
Buford,GA
Overview
9
9
years of professional experience
Work History
ADMINISTRATIVE ASSISTANT
KIDS R KIDS
04.2019 - Current
- Greeted all students and parents upon entry and collaborated with team on ways to improve process
- Quality checked all documentation for accuracy and data integrity
- Maintained accurate record of student and parent demographics for easy follow-up
- Organized and led activities designed to promote physical, mental and social development
- Observed and evaluated children’s performance behavior, social development, and physical health
- Implemented positive discipline plan that encouraged student responsibility, problem-solving skills and accountability
- Participated in meetings for professional development to discuss improving learning environment
- Maintained and challenged students through hands-on experiences and cooperative learning activities
- Used instructional materials and techniques according to the school’s education system
- Provided resources and community support for families in need.
SR. CUSTOMER SUPPORT ASSOCIATE
VEHO, INC.
01.2022 - 10.2023
- Manage work flows as assigned by lead
- Acting as Lead in their absence and assisting with Lead duties
- Assist in maintaining CSAT metrics and team KPI’s
- Handling and resolving situations with customers in a timely and effective manner
- Follow communication procedures, guidelines, and policies
- Cross-trained with Driver support and trained Driver support
- Served as SME as well as assisted with OJT
- Handle customer complaints, provide appropriate solutions and alternatives in a timely manner and follow up to ensure resolution
- Provide valid, complete, and accurate information by using the tools, resources, and techniques that are provided
- QAs since April 2022 has been in the top performing percentile and achieved KPI’s for the team.
MEDICAL CLAIMS SPECIALIST (Contract)
OUTCOMES HEALTH
01.2022 - 09.2022
- Utilizes all applicable system functions available ensuring accurate and timely claim processing
- Proofs claim or referral submission to determine, review, or apply appropriate guidelines, coding, member identification processes, provider selection processes, claim coding, including procedure, diagnosis and pre-coding requirements
- Analyzes and approves routine claims that cannot be auto adjudicated
- Complies with all policies and standards
- Apply medical necessity guidelines, determine coverage, complete eligibility verification, identify discrepancies, and applies all cost containment measures to assist in the claim adjudication process.
AT-HOME TECH SUPPORT ADVISOR
KELLY SERVICES
12.2018 - 12.2021
- Resolving end user inquiries by utilizing chat technologies
- Handling and resolving situations with customers in a timely and effective manner
- Follow communication procedures, guidelines, and policies
- Handle customer complaints, provide appropriate solutions and alternatives in a timely manner and follow up to ensure resolution
- Assist in maintaining CSAT metrics and team KPI’s
- Worked in a fast-paced production environment
- Serving as first point of contact for customers seeking technical assistance over chat
- Attend weekly team meetings to identify, discuss, and solve any ongoing projects, process improvement ideas, product features
- Notify lead of any pressing/urgent issues needing attention or escalation.
DISPATCH CENTER SUPERVISOR
AIR CONDITIONING EXPERTS
06.2015 - 11.2018
- Maintained all processes and quality of work within the department
- Enter data into systems and meet expected volume goals
- Enforced strict adherence to staff schedules for steady phone coverage/Set and maintain scheduled workflows
- Highlight positive customer experiences and feedback
- Analyzed areas of opportunity within the department and uncovered strengths to build on
- Facilitated regularly scheduled staff meetings to provide a forum for open communication and problem resolution.
Skills
- Customer Service
- Data Entry
- Computer Skills
- Office Administration
- Time Management
- Critical Thinking
- Strong Problem Solver
- Professional Communication
Timeline
SR. CUSTOMER SUPPORT ASSOCIATE
VEHO, INC.
01.2022 - 10.2023
MEDICAL CLAIMS SPECIALIST (Contract)
OUTCOMES HEALTH
01.2022 - 09.2022
ADMINISTRATIVE ASSISTANT
KIDS R KIDS
04.2019 - Current
AT-HOME TECH SUPPORT ADVISOR
KELLY SERVICES
12.2018 - 12.2021
DISPATCH CENTER SUPERVISOR
AIR CONDITIONING EXPERTS
06.2015 - 11.2018