ShaVonda Powell
Farmers Branch,TX
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Knowledge of Medicaid and private policy benefits. Experienced administrative professional offering solid background in loan processing. Coordinates documents, corrects errors and liaises with external parties to complete paperwork and facilitate smooth closings.
Overview
12
12
years of professional experience
Work History
Retention Specialist
State Farm
08.2023 - Current
- Built constructive customer relationships to improve loyalty and recommendations.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Identified changing customer needs and adapted service strategies to meet them.
- Evaluated current customer retention strategies and recommended improvements.
Transaction Specialist
ManpowerGroup
08.2021 - Current
- Used data entry skills to accurately document and input statements.
- Maintained document control system and updated work instructions, procedures and associated databases.
- Carefully reviewed all documents and reports for completeness and accuracy.
- Checked accuracy and completeness of documents to identify deficiencies and recommend corrective actions.
Claims Representative
United Healthcare Group
08.2016 - 06.2023
- Establish reserves and/or provide reserve recommendations within established authority levels under direct supervision.
- Review and approve related medical and miscellaneous invoices on designated claims.
- Negotiate any disputed bills/invoices for resolution under direct supervision.
- Request and monitor medical treatment of designated claims in accordance with corporate claim standards.
- Summarize all correspondence and medical records in claim log notes as well as file same in the appropriate claim(s).
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
Mortgage Loan Document Processor
Iron Mountain
03.2020 - 08.2021
- Reviewing of Mortgage documents/notes and updating information in the system Knowledge of Fannie Mae, Freddie Mac, Ginnie Mae guidelines.
- Performed daily proactive pipeline management Set expectations, provide timely status updates, and establish deadlines for customers on returning conditions.
- Reviewed reporting to target loans in the pipeline that need special attention.
- Maintained fast-paced schedule by consistently providing satisfactory application approval turnaround times.
- Created and completed loan submission packages.
Collections Representative
AT&T
05.2013 - 08.2016
- Answer multi-heavy phone lines in a call center environment Service customer with billing issues.
- Assisted customer with setting up payment arrangements and payment of bill Assist customer with product inquiries.
- Assisted customer with resolving issues/complaints.
- Researched service issues such as invoicing, shipping, billing of accounts.
- Advised debtors on payment options and set up payment plans.
- Reasoned with customers and attempted to negotiate full balance payments.
Tier 2 Technical Support Agent
AT&T
10.2011 - 04.2013
- (Pinnacle Technical Services) Troubleshoot all equipment problems Set up dispatches Assist members and departments with questions or concerns regarding the account Credit account and make adjustments
- Resolved customer issues by explaining self-help techniques that resulted in minimal personnel involvement.
- Supported customers with online billing, access and account issues.
Education
High School Diploma -
Jefferson High School
Skills
- Claims Investigation
- Data Analysis
- File Management
- Insurance Claims Review
- Documentation Research
- Verbal and Written Communication
- Eligibility Determination
- Medical Terminology
- Appraisal Compilation
- Customer Communication
- Microsoft Office
- Customer Account Management
Timeline
Retention Specialist
State Farm
08.2023 - Current
Transaction Specialist
ManpowerGroup
08.2021 - Current
Mortgage Loan Document Processor
Iron Mountain
03.2020 - 08.2021
Claims Representative
United Healthcare Group
08.2016 - 06.2023
Collections Representative
AT&T
05.2013 - 08.2016
Tier 2 Technical Support Agent
AT&T
10.2011 - 04.2013
High School Diploma -
Jefferson High School
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