Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Ronald Nelson

Virginia Beach,VA

Summary

Dynamic professional with extensive expertise in customer service and relationship management at Sentara. Established history of efficiently resolving patient inquiries, attaining 95% first-contact resolution rate. Proficient in document management and adept in care coordination, showcasing dedication to improving patient experiences and operational efficiency.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Member Service Representative

Sentara
Virginia Beach, VA
01.2023 - 07.2025
  • Provided inbound telephone support to over 50 patients daily, addressing inquiries on medical benefits and claims.
  • Achieved 95% resolution rate for patient issues on first contact using administrative systems.
  • Documented each interaction meticulously to maintain accurate records and facilitate follow-ups.

Loan Processor Assistant

Navy Federal Credit Union
Virginia Beach, VA
10.2021 - 02.2022
  • Processed an average of 20 VA mortgage loan applications weekly, ensuring accuracy and compliance with federal guidelines through effective use of document management systems and administrative tools.
  • Optimized processing time by 15% by effectively managing administrative tasks and maintaining rigorous attention to detail during application reviews.

Member Services Representative

Anthem, Inc.
Virginia Beach, VA
09.2018 - 10.2019
  • Educated patients on benefit plans empathetically while managing 200+ doctor authorizations and appeals with a 90% approval success rate, earning recognition as Employee of the Month for service excellence.

Benefits Admin/Transaction Processor

Conduent
Chesapeake, VA
01.2016 - 06.2018
  • Collaborated with internal clients to create and process over 100 benefits packages daily, including 401k, FSA, and tax documents.
  • Assisted customers with benefits enrollment, improving enrollment rates by 20%. Conducted thorough document reviews to ensure compliance and accuracy.

Office Assistant

Frontline Media
Chesapeake, VA
01.2015 - 12.2016
  • Served as the primary liaison between customers and the company, addressing and resolving over 50 customer inquiries weekly.
  • Implemented marketing strategies that increased client engagement by 15%. Performed various clerical tasks, ensuring smooth office operations.

Principal Recovery Specialist

Capital One
01.2013 - 11.2015
  • Minimized losses by recovering over $500,000 in charged-off accounts through effective negotiation using Google Workspace tools and customer education.
  • Educated customers on account terms and alternate payment methods, achieving a 70% payment compliance rate. Participated in ongoing training, which increased recovery efficiency by 20%.

Education

Supply Chain/ Logistics -

Virginia Wesleyan University
Virginia Beach, VA
03-2022

Skills

  • Customer service
  • Relationship management
  • Telecommunications expertise
  • Employee relations
  • Business management
  • Account oversight
  • Leadership skills
  • Google Workspace proficiency
  • Microsoft Office skills
  • Document management
  • Salesforce utilization
  • Data analysis
  • Administrative systems knowledge
  • Health benefits administration
  • Claims processing
  • New business development
  • Patient navigation
  • Care coordination
  • HIPAA compliance
  • Basic medical terminology
  • Credit analysis
  • Time management

Certification

  • HIPPA & Compliance training at Sentara Healthcare

Accomplishments

  • Employee of the Month in May 2025 for Exceeding all KPI Goal's set by Department.

Timeline

Member Service Representative

Sentara
01.2023 - 07.2025

Loan Processor Assistant

Navy Federal Credit Union
10.2021 - 02.2022

Member Services Representative

Anthem, Inc.
09.2018 - 10.2019

Benefits Admin/Transaction Processor

Conduent
01.2016 - 06.2018

Office Assistant

Frontline Media
01.2015 - 12.2016

Principal Recovery Specialist

Capital One
01.2013 - 11.2015

Supply Chain/ Logistics -

Virginia Wesleyan University

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Ronald Nelson