Yolanda Mercer
Portsmouth,VA
Summary
Detail-oriented team player with strong organizational skills and the ability to handle multiple projects simultaneously with a high degree of accuracy. Seeking a career to utilize personal experiences to contribute to the success of a company that will provide professional advancement and growth potential.
Overview
24
24
years of professional experience
Work History
Medicare Administrative Contractor
CGS Administrators
03.2023 - Current
- Served as point of contact for clients, addressing inquiries promptly and professionally to maintain positive relationships.
- Collaborated with cross-functional teams to achieve project objectives within set time frame.
- Researched denied and rejected claims via Common Working File.
- Provided general information on various inquires.
- Research reopening, adjustments, and redetermination of claims.
- Maintain policies per CMS guidelines.
- Advised providers on how to resolve denied and rejected claims.
Benefits Service Representative
Conduent/Aetna
05.2022 - 07.2022
- Maintained detailed records of all customer interactions using CRM software for effective follow-up actions when necessary.
- Efficiently manage high call volumes while maintaining a professional demeanor under pressure, exemplifying strong problem-solving abilities.
- Responded to customer requests for products, services, and company information.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Scheduled office and home health visits.
- Educated members on their plans benefits and claims.
- Provided first call resolution.
Customer Support Fraud Claims
TTEC/ Bank Of America
07.2019 - 08.2021
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Streamlined support processes for increased efficiency and reduced response times.
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
- Collaborated with cross-functional teams to improve overall product quality and customer experience.
- Served as an key liaison between customers and internal departments, facilitating timely resolutions for urgent matters.
- Upheld strict confidentiality standards when handling sensitive customer information, instilling trust among clientele.
- Researched fraud claims from customers.
Associate 1
Amazon
07.2018 - 06.2019
- Worked varied hours to meet seasonal and business needs.
- Stocked merchandise, clearly labeled items, and arranged according to size or color.
- Sort customer packages according to zip code using RF scanner.
- Build secure pallets for shipping.
- Worked independently in a demandaning environment.
- Processed 180+ packages per shift.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
Seasonal Staffing Coordinator
Amazon
10.2018 - 12.2018
- Enhanced candidate placement by streamlining recruitment processes and utilizing effective communication strategies.
- Increased client satisfaction by maintaining thorough knowledge of client needs and matching suitable candidates for open positions.
- Managed a database of qualified candidates, ensuring accuracy and up-to-date information to expedite the hiring process.
- Utilized Salesforce for high volume hiring.
- Assisted in onboarding new hires, facilitating a smooth transition into their roles and supporting employee retention efforts.
- Coordinated background checks, reference evaluations, and drug screenings as part of due diligence for successful placements.
- Developed and facilitated new-hire orientations.
Retail Sales Associate
Goodwill Industries
05.2016 - 09.2017
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Increased sales revenue through effective product recommendations tailored to individual customers.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Sorted gently used clothing donations to be sold in store.
Sales Agent Representative
U-Haul International
10.2014 - 02.2016
- Increased sales revenue by developing and maintaining strong client relationships.
- Implemented effective sales strategies for consistent growth in market share.
- Exceeded monthly sales targets through proactive prospecting and lead generation.
- Provided exceptional customer service, resulting in high levels of customer satisfaction and repeat business.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Performed in a fast-paced sales environment while focusing on quality and detail.
- Secured 12+ U-Haul rentals per shift.
General Warehouse Associate
Rachel Screen Printing And Apparel
10.1999 - 02.2015
- Increased warehouse efficiency by implementing effective inventory management and organization strategies.
- Streamlined order processing for faster customer fulfillment and improved satisfaction rates.
- Safely operated various warehouse equipment, including forklifts, pallet jacks, and hand trucks, to move products efficiently.
- Collaborated with team members to complete daily tasks and ensure smooth workflow in a fast-paced environment.
- Shipped packages utilizing UPS Worldwide shipping.
- Conducted inventory on merchandise as needed.
- Packed 1,000+ garments to be shipped to various vendors.
Education
Master of Arts - Business Administration
University of Phoenix
Tempe, AZ01.2018
Skills
- Problem Solving
- Customer Service
- Document Management
- Microsoft Office Proficiency
- Administrative Support
- Attention to Detail
- Multitasking Abilities
- Organizational Skills
Timeline
Medicare Administrative Contractor
CGS Administrators
03.2023 - Current
Benefits Service Representative
Conduent/Aetna
05.2022 - 07.2022
Customer Support Fraud Claims
TTEC/ Bank Of America
07.2019 - 08.2021
Seasonal Staffing Coordinator
Amazon
10.2018 - 12.2018
Associate 1
Amazon
07.2018 - 06.2019
Retail Sales Associate
Goodwill Industries
05.2016 - 09.2017
Sales Agent Representative
U-Haul International
10.2014 - 02.2016
General Warehouse Associate
Rachel Screen Printing And Apparel
10.1999 - 02.2015
Master of Arts - Business Administration
University of Phoenix
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