SHANELL MCDUFFIE

• Assisted customers with product selection and service inquiries.
• Educated clients on new technology and service features.
• Resolved customer complaints through effective communication techniques.
• Developed strong relationships with clients through effective communication.
• Identified opportunities for cross-selling additional products and services.
• Collaborated with marketing team to create promotional materials for products and services.

• Reduced outstanding accounts receivable balances by diligently following up on overdue payments.
• Monitored accounts to verify compliance with payment terms and schedules.
• Negotiated payment arrangements with customers to establish timely receipt of payments.
• Increased efficiency of the collections process by implementing new strategies and procedures for tracking delinquent accounts.
• Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments.

• Inserting customer and account data by inputting text and numerical information from source documents
• Entered data into various computer systems accurately using Microsoft Office Suite.
• Organized, sorted, and checked input data against original documents.

• Ensured timely and accurate delivery of reports by maintaining up-to-date databases and spreadsheets.
• Reviewed and updated client correspondence files and database information to maintain accurate records.

• Verified patient eligibility and benefit package information via phone or online services
• Operated office equipment, such as voice mail messaging systems, and used word processing, spreadsheet, or other software applications to prepare reports, invoices, financial statements, letters, case histories, or medical records
• Explained benefits to plan participants in easy to understand terms in order to educate each on available options
• Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email.

• Processed client bills using the company's proprietary billing software and reconciled billings with the AR ledger, creating invoices and reviewing calculations on billing statements
• Managed late bill collection and questioned claims, compiling and evaluating data for quarterly reports to upper management
• Evaluated billing processes to develop and implement modified techniques to maximize bill processing
• Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts
• Used data entry skills to accurately document and input statements
• Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.