Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

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
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
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.
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
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, CA

Skills

  • 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

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Roxann Northup