Roxann Northup
Corona,CA
Summary
Organized and dedicated team member with proven track record of providing exceptional customer service in fast-paced environments.
Offering keen attention to detail, strong organizational skills and strong decision making skills. Capable of handling multiple projects simultaneously with high degree of accuracy and urgency. Self-motivated work ethic with ability to perform effectively in independent or team environments.
Overview
26
26
years of professional experience
Work History
Director of Operations
Diana Renee Homes
Corona, CA
10.2019 - 10.2023
- Provided administrative support including emails, scheduling, preparing real estate documents, updated listings, scheduling vendors, ordered supplies, preparing buyers tours, scheduled showings
- Maintained, entered and updated all listings in the MLS
- Scheduled property inspections for Buyers which consisted of communication between sellers, listing agent, buyers agent and buyers to confirm time and day that works for all parties
- Assisted with coordinating and scheduling open houses which at times included securing another agent to host, preparing necessary paperwork, documents and flyers to ensure a successful open house
- Worked closely and directly with Transaction Coordinator, Escrow Officers, Title Reps and Lenders
- Scheduled outside vendors such a photographers, termite company, home inspection company, general contractors for home repairs and improvements
- Negotiated with vendors and suppliers and to acquire mutually beneficial contracts and agreement
- Analyzed business operations and implemented strategies to improve team efficiency
- Mentored and coached team members to foster productive and engaging work environment
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality
- Analyzed customer feedback and identified areas for improvement to drive business success
- Interacted well with customers to build connections and nurture relationships
- Assisted in recruiting, hiring and training of team members
- Reported issues to higher management with great detail
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Updated account information to maintain customer records
- Participated in team meetings and training sessions
- Sought ways to improve processes and services provided
- Managed accounts and client records
- Communicated pertinent information to clients via phone, email, and mail
- Contacted clients to schedule appointments
- Carefully screened tenancy applicants, pulling background investigations, credit reports and past rental history
- Planned and organized special events such as Community Garage Sales, Client Appreciation Day, and other community events
Front Desk Receptionist
The Hitting Pro
Corona, CA
02.2017 - 06.2017
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected payments from clients and updated account balances
- Assisted in administrative duties for office team, including making phone calls, copies and schedules
- Entered daily data in computer systems and documented office activities
Medical Insurance Biller
Steven E. Gammer, M.D.
Seal Beach, CA
03.1998 - 03.2013
- Assessed data and information to verify entry, calculation and billing code accuracy
- Entered figures using 10-key calculator to compute data quickly
- Posted payments and collections on regular basis
- Analyzed complex Explanation of Benefits forms to ensure insurance carriers were charged correctly
- Submitted electronic and paper claims to insurance companies including Medicare and Medicaid to collect medical payments
- Verified signatures and checked medical charts for accuracy and completion
- Orchestrated day-to-day operations of billing department, including medical coding, payment posting, accounts receivables and collections
- Complied with all HIPAA Privacy and Security Regulations to protect patients' medical records and information
- Collected payments and applied to patient accounts
- Processed insurance company denials by auditing patient files, researching procedures and diagnostic codes to determine proper reimbursement
- Reviewed patient diagnosis codes to ensure accuracy and completeness
- Verified proper ICD-9 coding on claims
- Communicated with insurance providers to ensure any denied claims were resolved and resubmitted
- Filed and updated patient information and medical records
- Assisted patients by determining financial assistance available and setting up payment plans
- Set up and maintained new electronic billing system
- Prepared billing statements for patients and ensured correct diagnostic coding
- Researched and followed up on denied insurance claims
Administrative Assistant
AmerisourceBergen
Corona, CA
02.2004 - 12.2004
- Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff
- Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels
- Monitored Division Manager's work calendar and scheduled appointments, meetings and travel
- Offered departmental administrative support
- Scheduled office meetings and client appointments for team
Lead Customer Service Representative
AmerisourceBergen
02.1999 - 02.2004
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise
- Answered multiple incoming calls from pharmacies
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions
- Engaged clients over phone to answer questions and address complaints
- Facilitated weekly meetings with team
- Responded to customer requests for products, services and company information
- Provided primary customer support to internal and external customers in fast-paced environment
- Met all customer call guidelines including service levels, handle time and productivity
- Trained staff on operating procedures and updated company policies
- Investigated and resolved customer inquiries and complaints quickly
- Facilitated inter-departmental communication to effectively provide customer support
- Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs
- Cross-trained and backed up other customer service managers
- Answered average of approximately 100 calls, emails and faxes per day,addressing customer inquiries, solving problems and providing product information
- Managed timely and effective replacement of damaged or missing products
- Entered orders into computer database system
- Monitored team member productivity and performance
Education
High School Diploma -
Richard Gahr High School
Cerritos, CASkills
- Process Improvements
- Problem-solving skills
- Onboarding of new hires
- Familiar with Follow Up Boss, Trello, MLS, Altos, Canva
- Customer Service
- Office administration
- Sensitive information handling
- Time management
- Meeting scheduling
- Administrative support
- Data entry
- Telephone etiquette
Affiliations
Corona Girls Softball Association
- President, Corona Girls Softball Association, 2017 to 2019
- Vice President, Corona Girls Softball Association
- Registrar, Corona Girls Softball Association
- Team Parent Coordinator, Corona Girls Softball Association
- Sponsorship Coordinator, Corona Girls Softball Association
Timeline
Director of Operations
Diana Renee Homes
10.2019 - 10.2023
Front Desk Receptionist
The Hitting Pro
02.2017 - 06.2017
Administrative Assistant
AmerisourceBergen
02.2004 - 12.2004
Lead Customer Service Representative
AmerisourceBergen
02.1999 - 02.2004
Medical Insurance Biller
Steven E. Gammer, M.D.
03.1998 - 03.2013
High School Diploma -
Richard Gahr High School