Vahdete Bekteshi

• Claims Department
• Developing and maintaining professional relationship with agents in call center environment
• Taking ownership of each call, handling it until resolution is reached.
• Properly recording information received from caller in multiple computer systems, setting claims and updating pertinent claims data.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered constant flow of customer calls with minimal wait times.

• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Analyzed large amounts of data to find patterns of fraud and anomalies.
• Tracked fraud cases and monitored trends to develop strategies for prevention.
• Performed risk assessments to determine level of fraud risk and prioritize investigations.
• Evaluated customer data to identify and prevent fraudulent activities.
• Summarized all key information regarding investigation into detailed report for delivery to client.
• Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
• Managed over 50 customer calls per day.

• Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Educated customers on use of banking website and mobile apps.
• Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
• Identified sales opportunities and referred customers to branch partners in financial services.
• Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
• Reconciled cash drawer and resolved discrepancies.
• Turned in excess cash to maintain drawer security.
• Audited fellow teller currency to contribute to dual-control procedures.
• Followed up on customer complaints and provided solutions to enhance customer satisfaction.
• Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
• Monitored and reported suspicious activity in line with bank security policies.
• Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
• Managed over 30 calls per day.

• Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Trained team members in successful strategies to meet operational and sales targets.
• Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Monitored cash drawers in 16 checkout stations to verify adequate cash supply.
• Maintained transaction security by verifying payment cards against identification.
• Maintained accurate records of sales and financial transactions.
• Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
• Submitted reports to senior management to aid in business decision-making and planning.
• Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
• Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
• Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

Medical Billing and Coding