Shanice Yard

• Managed an average of twenty-five incoming calls from independent business owners daily.
• Oversaw and addressed incoming live chat requests from IBOS, ensuring efficient and accurate responses.
• Managed multiple chat inquiries concurrently while ensuring professionalism and urgency.
• Facilitated access to relevant resources and online tools for information pertaining to roles.

• Provided account details for merchant services. Assisted with billing and collection processes. Communicated product information to tax professionals and clients. Supported front desk operations by aiding guest services and coordinating events on designated days.
• Oversaw incoming call response times, ensuring prompt answers within 30 seconds.
• Oversaw management of over 50 inbound calls daily to deliver prompt and effective customer service.
• Streamlined customer request form completion to enhance processing accuracy.
• Excelled in dynamic, high-pressure environments to drive operational efficiency.
• Monitored call volume and service levels to consistently achieve or surpass 90%

• Optimized claim processing efficiency through comprehensive investigations and meticulous documentation management.
• Facilitated team support during peak workload periods by providing guidance on complex cases and offering assistance as required.
• Executed processing of high volumes of medical claims with precision and efficiency under stringent deadlines.
• Enhanced claim processing efficiency through implementation of innovative medical claims examination practices and procedures.
• Resolved complex claim issues by effectively communicating with patients, providers, and insurance companies.

• Resolved customer inquiries through effective communication and problem-solving techniques.
• Implemented strategies to reduce delinquency rates effectively.
• Processed customer invoices and tracked payments to maintain accurate financial records. Assisted in resolving discrepancies to support timely collections. Supported team efforts in managing accounts receivable functions effectively.
• Executed customer outreach initiatives to secure overdue payments and establish payment arrangements.
• Managed billing information processes to ensure accuracy and compliance.
• Executed security alarm troubleshooting to ensure system reliability and safety.

Assisted customers with inquiries regarding billing and collection through incoming and outgoing phone calls. Provided support in resolving account issues for customers, endorsers, and co-makers. Utilized approved resources and internet sites to gather contact information for consumers.

• Oversaw comprehensive understanding of insurance coverage benefit levels and eligibility verification systems.
• Enhanced claim denial resolution by conducting in-depth research and pinpointing root causes of denials.
• Facilitated claims resolution by efficiently coordinating with providers and payers to secure essential documentation.
• Spearheaded initiatives to enhance overall financial performance by reducing revenue loss from denied claims.