Shamika Cooper
Milwaukee,WI
Summary
Results-driven customer service agent with extensive experience seeking new opportunities. Known for a focused and professional approach, consistently providing unbiased perspectives to effectively resolve disputes. Proficient in collecting supporting information, drafting comprehensive documentation, and reporting on complex problems. Committed to strictly adhering to applicable laws and ethical procedures in all cases.
Overview
11
11
years of professional experience
Work History
Resolution Specialist
Helwig Carbon
06.2023 - Current
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Process credits and returns.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintain open communication and work hand in hand with the Technical Supervisor and VP-Business Development to make recommendations for improving the technical customer services processes and standard operating procedures.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Enter orders from phone calls, turning into orders. Enter sample orders and return samples to the appropriate Customer Service employee to have sample disposed of or shipped back to customer.
Collections Specialist
Brookdale Senior Living
08.2021 - 06.2023
- Providing quality customer service and collections in a high-volume, fast-paced, multi-channel contact center using automated call distribution and workload distribution software while accurately processing and recording customer contacts via the designated tracking software
- Research and resolve potential billing errors, disputes, cash application, and other issues through regular customer account audits to ensure billing accuracy and maintain a high level of customer satisfaction
- Assisting in training community associates as pertains to collections procedures and functionality available in multiple proprietary systems..
- Negotiated to collect balance in full.
Customer Care Representative
Skygen USA
01.2021 - 11.2021
- Third party claims processor for multiple Medicaid Dental Plans
- Explain Dental benefits to members/providers
- Work with claims team to reprocess claims when necessary
- Verify enrollment and eligibility
- Assist members/providers with appealing denials for claims and pre-authorizations.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
Orthodontic Contracting
Dental Associates
01.2020 - 09.2020
- Create Orthodontic contracts for three clinics
- Work with the clinic to create a payment plan for Orthodontic services
- Work with patients who default on contracted payment agreements
- Work closely with accounts receivable to make sure insurance is paying and charges are correct.
- Successfully managed a diverse caseload of patients with varying degrees of complexity in their orthodontic needs, delivering comprehensive care tailored to each individual case.
- Utilized evidence-based methods such as Invisalign or traditional braces depending on patient needs to ensure the most effective treatment options.
Customer Service Representative II
Aurora Health Care
06.2017 - 01.2020
- Accesses, understands and explains necessary information from the billing and medical records system including claims inquiry, account history, and account status for both hospital and physician billing
- Ensures effective problem resolution to difficult, complex billing problems by collaboratively working with outside agencies, employers, insurance companies, medical staff, patients, and other billing staff
- Answers high paced inbound calls
- Follow up with patients in a timely manner on inquiries that require research.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Claims Specialist
State of WI Unemployment
09.2016 - 06.2017
- Collected information over the phone from unemployed claimants and employers
- Interviewed the person as needed to clarify the reason(s) he/she is no longer working, and obtain employment history and other information necessary to ensure accurate claim filing
- Apply complex legal requirements, policies, and procedures, to identify possible issues related to UI eligibility that may need further review by an adjudicator or other staff person tasked with making the final determination
- Performed basic mathematical calculations to determine benefit rates, and answer questions over the telephone from unemployed persons and employers regarding the unemployment insurance program and procedures for filing claims.
Billing Representative
State Collections
01.2014 - 09.2016
- This position acts as an extended business office of our health client's patient accounts department
- Call center environment handling a high volume of inbound and outbound calls
- Assist health care patients with questions on their medical bills
- Work with patients to set up arrangements to pay off medical bills timely
- Work with insurance companies to help patients understand their insurance plan
- Work with financial counselors to get qualified patients approved for financial assistance programs.
Education
Bachelor's Degree in Business Administration -
University of Phoenix
Tempe, AZHIGH SCHOOL DIPLOMA -
Spotted Eagle High School
06.2008
Skills
- Solid experience in defining and analyzing customer requests to resolve issues accurately and quickly with high first contact resolution rates
- Strong computer skills in a Windows-based environment and proven ability to learn unique software
- Confident and effective communicator who receives excellent customer feedback
- Experience with Visa and Mastercard chargeback policies
- Ten years of Microsoft Office experience
- Over ten years of call center experience
- Extensive Epic experience
Timeline
Resolution Specialist
Helwig Carbon
06.2023 - Current
Collections Specialist
Brookdale Senior Living
08.2021 - 06.2023
Customer Care Representative
Skygen USA
01.2021 - 11.2021
Orthodontic Contracting
Dental Associates
01.2020 - 09.2020
Customer Service Representative II
Aurora Health Care
06.2017 - 01.2020
Claims Specialist
State of WI Unemployment
09.2016 - 06.2017
Billing Representative
State Collections
01.2014 - 09.2016
Bachelor's Degree in Business Administration -
University of Phoenix
HIGH SCHOOL DIPLOMA -
Spotted Eagle High School
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