Summary
Overview
Work History
Education
Skills
Timeline
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Theresa Allen

Summary

Dynamic and customer-focused service professional with over 3 years of experience in delivering outstanding support in both in-person and remote settings. Recognized for strong problem-solving abilities and a proactive approach to customer needs. Experienced in training and mentoring new team members to enhance service delivery. Proficient in managing customer inquiries across various medical and e-commerce platforms, with a commitment to achieving high satisfaction rates. Eager to contribute to a team-oriented environment while driving customer success.

Overview

20
20
years of professional experience

Work History

E-commerce Reservations Specialist

PetSmart
Remote
10.2020 - 02.2024
  • Manage and process e-commerce reservations for pet services, provide exceptional customer service, collaborate with internal teams, utilize Oracle and Salesforce software, and monitor reservation metrics.
  • Provided technical support for customers in resolving complex issues.
  • Identified the needs of customers promptly and efficiently.
  • Resolved customer inquiries, complaints, refunds, discounts, inventory availability, and disputes promptly while updating customers' accounts of all interactions.
  • Increased product sales through monthly, targeted marketing campaigns.

Customer Experience Manager

Bullseye Cleaning Services
01.2009 - 03.2019
  • Oversaw daily operations, managed a team of 20 staff members, developed operational protocols, monitored performance metrics, managed client relationships, and coordinated scheduling and contracts for cleaning assignments.
  • Revised department schedules to maximize coverage during peak hours.
  • Negotiated with cleaning supply vendors to obtain the most cost-effective pricing for products.
  • Managed escalated customer issues and resolved conflicts promptly.
  • Developed customer service policies and procedures to ensure a consistent and positive experience, and increased repeated business.
  • Interviewed and hired talented individuals to add value to our team.

Medical Billing Specialist

ICON
06.2004 - 08.2006
  • Managed the medical billing process, analyzed patient accounts, collaborated with providers and insurers, utilized EHR systems, implemented process improvements, and assisted with team projects.
  • Developed relationships with clients to ensure prompt payment of invoices due.
  • Followed up on unpaid claims from third-party payers, such as insurance companies and government agencies.
  • Received payments and posted amounts to customer accounts. Performed administrative functions for assigned accounts, recorded address changes, and purged records.

Education

Certificate, Medical Billing and Coding -

Concorde Career Institute
06.2004

High School Diploma -

FCCJ Kent Campus
01.2000

Skills

  • Client Management
  • Scheduling Coordination
  • Order Fulfillment
  • Marketing Outreach
  • Relationship Management
  • Negotiation Skills
  • Record Maintenance
  • Payment Reconciliation
  • Claims Processing
  • Data Entry Skills
  • Social Media Strategy
  • New Hire Training
  • Technical Troubleshooting
  • Prioritization Skills
  • Efficiency Optimization
  • Reporting and Analytics
  • Compliance Management
  • Customer Satisfaction
  • Team Collaboration
  • Leadership Development
  • Project Coordination
  • Process Streamlining
  • Communication Skills
  • Problem Resolution
  • Market Research
  • Documentation Skills
  • Financial Tracking
  • Time Optimization
  • Resource Management
  • Customer Engagement
  • Insurance Claim Submission
  • Patient Account Management
  • Medical AR Reconciliations
  • CPT and ICD-10 Proficiency
  • Claim Denial Resolution
  • Medical Terminology Knowledge
  • Compliance with HIPAA
  • Revenue Cycle Management
  • Payment Posting
  • Third-Party Payer Interaction
  • Type 40WPM with 90% accuracy
  • Medical Record Auditing
  • Salesforce Experience
  • Oracle Experience

Timeline

E-commerce Reservations Specialist

PetSmart
10.2020 - 02.2024

Customer Experience Manager

Bullseye Cleaning Services
01.2009 - 03.2019

Medical Billing Specialist

ICON
06.2004 - 08.2006

Certificate, Medical Billing and Coding -

Concorde Career Institute

High School Diploma -

FCCJ Kent Campus

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Theresa Allen