Xaviel Gibson
Chicago,IL
Summary
Proficient Quality Analyst with experience handling and resolving critical quality problems using research abilities. Strong analytical, organizational and planning abilities. Consistently works with minimum supervision. Independent and self-directed.
Overview
9
9
years of professional experience
Work History
QA Analyst
ATI
Bolingbrook, IL
06.2023 - Current
- Worked closely with developers to analyze root cause of defects and provide solutions.
- Assisted in developing processes that ensure a high level of accuracy in all aspects of the QA process.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Communicated effectively both verbally and written with internal stakeholders at all levels.
- Managed multiple tasks simultaneously while meeting tight deadlines within a fast paced environment.
- Identified quality trends to investigate system flaws, process inefficiencies and training needs.
- Collaborated with other departments such as engineering, customer support, sales, to resolve customer issues quickly.
Authorization Specialist
ATI Physical Therapy
Bolingbrook, IL
06.2022 - 06.2023
- Answering phones, assisting doctors and providers with referrals, checking referral status, checking clinical documentation, connecting callers to appropriate representatives, sending documentation via fax & email, using Microsoft software
- Reviewed applications to verify client information and resolve discrepancies.
- Kept detailed reports of client and account data, consistently updating database with latest information.
- Gathered financial information from clients regarding income, assets and debts.
- Monitored daily workflow queues within the department ensuring all tasks are completed accurately and timely.
- Verified insurance authorizations with payers via telephone or web-based systems.
Customer Advocate II
Blue Cross Blue Shield of IL, MT, NM, OK & TX
Chicago, IL
08.2021 - 05.2022
- Recorded detailed notes in customer accounts for future reference and follow-up.
- Tracked progress on open cases and updated customers regularly on status changes.
- Engaged with customers and worked to resolve product and service issues.
- Provided customer support through phone, email and chat channels.
- Updated knowledge base articles regularly with relevant information about products or services offered.
- Followed up with customers after resolution of their issue to ensure satisfaction was achieved.
Remittance Processor
JPMorgan Chase
Chicago, IL
02.2020 - 07.2021
- Processing files & checks, preparing & processing mail, training employees, alphanumeric data entry, maintaining confidentiality
- Checked postings and documents for correctness, accuracy and proper coding.
- Participated in process improvement initiatives aimed at streamlining operations.
- Verified accuracy of customer information on remittance documents.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Service Representative
Harris & Harris
11.2019 - 04.2020
- Answering calls, assisting customers with billing questions, providing policies and payment plans, arranging payment arrangements, performing cashier duties
Administrative Assistant
Value City Furniture
05.2018 - 10.2019
- Performing administrative and clerical tasks, handling office equipment, answering calls, assisting customers, handling training for new members/hires
Customer Service Agent
Planet Fitness
01.2017 - 04.2018
- Providing customer service, giving facility tours, maintaining cleanliness, taking payments, handling calls
Sales Associate
Wal-Mart
01.2016 - 12.2016
- Assisting customers in various departments, stocking shelves, taking calls, transferring calls
Administrative Assistant
Robert Morris University
11.2014 - 09.2015
- Performing administrative and clerical tasks, handling office equipment, answering calls, assisting customers
Education
High School Diploma -
Chicago Military Academy
01.2014
Skills
- Detailed oriented
- Proficient in MS Word, Excel, PowerPoint and AS400
- Knowledge of proper cash handling procedures
- Time management
- Type 100 WPM
- Quality Improvement
- CSR
- Call Center
- Customer Support
- Customer Service
- Clerical Experience
- Administrative Experience
- Typing
- Phone Etiquette
- Data Entry
- Microsoft Outlook
- Healthcare
- Accounts payable
- Accounts receivable
- 10 Key Data Entry
Timeline
QA Analyst
ATI
06.2023 - Current
Authorization Specialist
ATI Physical Therapy
06.2022 - 06.2023
Customer Advocate II
Blue Cross Blue Shield of IL, MT, NM, OK & TX
08.2021 - 05.2022
Remittance Processor
JPMorgan Chase
02.2020 - 07.2021
Customer Service Representative
Harris & Harris
11.2019 - 04.2020
Administrative Assistant
Value City Furniture
05.2018 - 10.2019
Customer Service Agent
Planet Fitness
01.2017 - 04.2018
Sales Associate
Wal-Mart
01.2016 - 12.2016
Administrative Assistant
Robert Morris University
11.2014 - 09.2015
High School Diploma -
Chicago Military Academy
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