ROLANDA WHITAKER
Florissant,MO
Summary
Experienced with validation protocols and methodologies. Uses analytical skills to ensure compliance with regulatory standards. Strong understanding of quality assurance and process optimization.
Overview
10
10
years of professional experience
Work History
Quality Assurance
Kemper Life
08.2021 - Current
- Analyze and identify errors on cases that were previously processed
- Audit cases on a scoring system and report results to management
- Provide coaching to team and delegate improving methods
- Collaborate with management on ways to improve policies and procedures
- Monitored frequent mistakes and provided detailed reports to management.
- Calculated monthly performance evaluations.
- Developed and maintained evaluation forms to ensure adherence to policies.
Escalations Billing Specialist
Kemper Life
06.2019 - 08.2021
- Evaluated serious concerns to determine corrective actions.
- Addressed leadership and district concerns through effective email or phone resolutions.
- Conducted collection efforts by investigating various databases and suspense accounts to resolve customer
- Handled processing of corrections for refunds, loans, unapplied payments, and surrenders.
- Update Excel spreadsheets with data entries consistently.
Correspondence Representative/Benefit Specialist
Kemper Life
07.2018 - 06.2019
- Reviewed billing information to address customer concerns.
- Resolved billing and policy concerns through consistent follow-ups with agencies and districts.
- Partnered with underwriters to assess and define benefit limitations.
- Facilitated the release of benefit funds by requesting relevant authorizations.
- Contributed to training initiatives and offered supervisor recommendations on staff.
Customer Service Representative
Kemper Life
07.2017 - 07.2018
- Handled inbound calls regarding death, medical, property, theft, and fire claims.
- Utilized various databases to generate optimal responses.
- Facilitated resolution of billing issues for customers.
- Liaised with districts and customers to resolve concerns through email and phone.
- Streamlined claims handling.
- Communicated necessary documentation requirements to beneficiaries, next of kin, and funerary services for claim initiation.
- Supervised output statistics and enforced quality protocols.
- Provided training to recent hires at the start of their departmental tenure.
Cycle Counter/Material Handler
True Manufacturing
08.2016 - 07.2017
- Coordinated supply orders through diverse communication channels including email, phone, and online systems.
- Perform daily audits for analysis review.
- Researched and implemented creative methods to resolve inventory issues.
- Managed employee scheduling, making adjustments as necessary.
Training Assistant
UCP Heartland
05.2015 - 08.2016
- Devised lesson plans tailored to consumer needs.
- Utilized strategic goals to foster development in social and motor skills.
- Elevated intellectual and physical competencies in consumers.
- Ensured high standards of professionalism.
- Dispensed medication.
Education
Medical Assistant - undefined
Everest College
01.2008
General - undefined
Riverview Gardens High
01.2006
Skills
- Microsoft word, Excel, Power point
- Type 55-60 WPM
- Auditing, Researching, Filing, Processing Payments, Data Entry
Accomplishments
- Developed an advanced filing system to handle high-volume request needed for each department.
Timeline
Quality Assurance
Kemper Life
08.2021 - Current
Escalations Billing Specialist
Kemper Life
06.2019 - 08.2021
Correspondence Representative/Benefit Specialist
Kemper Life
07.2018 - 06.2019
Customer Service Representative
Kemper Life
07.2017 - 07.2018
Cycle Counter/Material Handler
True Manufacturing
08.2016 - 07.2017
Training Assistant
UCP Heartland
05.2015 - 08.2016
Medical Assistant - undefined
Everest College
General - undefined
Riverview Gardens High
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