Takara J. Cole
Columbia,TN
Summary
Office manager with 20+ years of experience in customer service, sales, and office management. Drove sales and customer retention and improved team efficiency by 15% by providing floor support and mentoring peers. Promoted from Branch Manager Trainee to Assistant Store Manager in 18 months due to strong performance.
Overview
28
28
years of professional experience
Work History
Office Manager
So Clean Janitorial Services, LLC
Columbia, TN
04.2016 - Current
- Make and receive calls to clients and potential clients.
- Maintain employee files in accordance with company policy and procedures.
- Monitor employee's time using a time tracking system.
- Order necessary supplies and deliver them to clients on a weekly basis.
- Set up and conduct interviews.
- Set up weekly and monthly invoices utilizing QuickBooks software.
- Set up appointments and meet with potential clients.
- Fill in for employees when absent in janitorial cleaning.
- Distribute checks to employees.
Medicaid Verification Specialist
Accenture
, Remote
06.2023 - 04.2024
- Maintained perfect 100% Quality Assurance (QA) score throughout project lifecycle by auditing complex eligibility files without errors.
- Verified patient eligibility and benefit coverage using multi-state Medicaid databases and Electronic Data Interchange (EDI) tools.
- Collaborated with Managed Care Organizations to resolve enrollment discrepancies and ensure accurate insurance sequencing.
- Secured Prior Authorizations for medical services reducing technical claim denials.
- Thrived in metric-driven environment, consistently exceeding Key Performance Indicators (KPIs) for Average Handle Time (AHT) and case volume.
- Contract
Assistant Store Manager
TMX Financial
Columbia, TN
02.2016 - 04.2016
- Assist in driving sales and customer retention by performing customer transactions with the highest level of integrity.
- Maintain customer files in accordance with company policy and procedures.
- Assist in increasing store profitability through customer relationship development, community involvement, and building new business sources.
- Accurately determine loan values based off of a comprehensive vehicle appraisal.
- Make daily bank deposits, accept customer payments, process vehicle liens and comply with all consumer and privacy laws.
- Ensure atmosphere of compliance by managing customer accounts, ensuring that payments are made in a timely manner, and collecting on past due accounts while complying with Company policies and all local, state and federal laws and regulations.
Customer Service Representative
TMX Financial
Columbia, TN
01.2015 - 02.2016
- Help increase store profitability through customer relationship development, community involvement and marketing campaigns.
- Accurately determine loan values based off of a comprehensive vehicle appraisal.
- Successfully manage customer accounts, ensure that payments are made in a timely manner, and collect on past due accounts.
- Make daily bank deposits, process vehicle liens and comply with Company policies and procedures as well as all local, state and federal laws and regulations.
Branch Manager Trainee
Hertz Corporation
Columbia, TN
10.2013 - 02.2014
- Processed car rentals and returns.
- Ensured positive customer experiences.
- Built positive business relationships with insurance companies, body shops and dealerships to ensure customer satisfaction.
- Achieved individual sales goals and customer service goals.
- Utilized business-to-business sales tactics in order to increase revenue.
- Supported branch's business plan by assisting the Branch Manager.
- Supporting achievement of location sales and margin goals.
Continuity Marketing Coordinator
Verizon Wireless
Franklin, TN
05.2010 - 08.2013
- Increased revenue by 15% by exceeding call center metrics through upselling and cross-selling products to existing customers.
- Established relationships with customers by listening effectively for what the customers' needs are and make recommendations based off of those needs in order to provide a lasting business relationship.
- Research, analyze and resolve complex billing issues.
- Made leadership decisions in the Supervisors' absence.
- Assisted coworkers in defining resolutions that best suit the customers' needs.
Subject Matter Expert
Ford Motor Credit Company
Franklin, TN
09.1997 - 02.2010
- Selected to train new employees on different jobs due to broad product knowledge and past department experience.
- Keep up with procedures of multiple departments.
- Assisted commercial credit in verifying income statements, employer identification numbers (EIN), Secretary of State for years in business, current officers, and commercial lines of credit.
- Ability to perform duties in various departments which include, Dealer Services, Loss Prevention, Collections, Account Services.
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ05-2009
Accomplishments
- Future Leaders, 03/01/13
- Selected to provide floor support for my peers.
- Selected to work on special projects.
- Selected to provide peer to peer coaching to show best practices for my peers.
Profile
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Timeline
Medicaid Verification Specialist
Accenture
06.2023 - 04.2024
Office Manager
So Clean Janitorial Services, LLC
04.2016 - Current
Assistant Store Manager
TMX Financial
02.2016 - 04.2016
Customer Service Representative
TMX Financial
01.2015 - 02.2016
Branch Manager Trainee
Hertz Corporation
10.2013 - 02.2014
Continuity Marketing Coordinator
Verizon Wireless
05.2010 - 08.2013
Subject Matter Expert
Ford Motor Credit Company
09.1997 - 02.2010
Bachelor of Science - Business Management
University of Phoenix