Racquelinderia Jowers

Work History

Express Scripts

05.2020 - Current

Help patients understand their pharmacy benefits better
Use knowledge gain from training, problem-solving skills and support
Also answer patient calls effectively
Help keep track of patient interactions
While on calls, use expert listening skills to get to heart of patient’s question quickly and document all interactions in real-time
Ensure patients are equipped with best advice
Identify and empathetically address patient concerns and, if necessary, escalate appropriately.
Managed time efficiently in order to complete all tasks within deadlines
Demonstrated respect, friendliness and willingness to help wherever needed
Used critical thinking to break down problems, evaluate solutions and make decisions
Organized and detail-oriented with strong work ethic
Excellent communication skills, both verbal and written
Passionate about learning and committed to continual improvement
Worked effectively in fast-paced environments
Worked well in a team setting, providing support and guidance
Proven ability to learn quickly and adapt to new situations
Self-motivated, with a strong sense of personal responsibility
Skilled at working independently and collaboratively in a team environment

Bank Of America

11.2019 - 04.2020

Provide first-call resolution and will be responsible for providing clients with clear information and specific details on their retirement and benefit plans
Error-free processing of financial transactions including stock, money market and mutual fund trades
Demonstrating professionalism, trust and teamwork
Navigated through multiple applications, systems, tools and resources to clearly articulate complete and accurate information to clients' questions and inquiries
Proactively identifying and escalating risks and seeking opportunities to improve customer experience
Effectively migrating clients to on-line and self-service delivery channels that enable 24/7 account access
Managed time efficiently in order to complete all tasks within deadlines
Demonstrated respect, friendliness and willingness to help wherever needed
Organized and detail-oriented with a strong work ethic
Used critical thinking to break down problems, evaluate solutions and make decisions

ADT

10.2007 - 06.2019

Reviewed invoices prepared by billing department for accuracy
Reviewed open invoices to identify delinquent accounts
Initiated collection calls
Researched account discrepancies
Collected information and provided results for problems with National accounts
Communicated Incumbents assisted in orienting and training lower level employees
Ensure receivables are collected while maintaining focal point for customer relations
Typed, filed documents and other office duties
Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
Contacted customers to discuss payment schedules and set up or immediately process payments
Persistently reached out to customers with extremely past due accounts to recover lost revenue
Maintained high volume of calls and met demands of busy and productive group
Achieved performance goals on consistent basis
Negotiated with account holders to devise repayment plans and minimize collections receivables
Trained new collections representatives on collections processes and incentivized team members to achieve production goals
Reviewed accounts for compliance with repayment agreements
Directed day-to-day collections functions
Monitored accounts for compliance with established payment plans and flagged non-compliances
Trained new team members on scripts, company services, and collection strategies
Identified and analyzed rejection patterns, partial denials and denials from third parties to improve existing processes

The Kreke Corporation

08.2006 - 02.2007

Answered multi line telephones
Verified and mailed policies to clients
Assisted automobile underwriter with new applicants and renewals
Typed insurance identification cards for new clients
Managed multiple tasks and met time-sensitive deadlines
Collected payments, processed transactions and updated relevant records
Helped office staff prepare reports and presentations for internal or client-related use