Yolandia Pennington
Indianapolis,IN
Summary
To seek and maintain a position that offers professional challenges utilizing interpersonal skills. The ability to manage, delegate concurrent tasks and deadlines. Excellent Customer Service skills in oral and written communication, active listening and analytical problem-solving skills.
Overview
25
25
years of professional experience
Work History
Business Support Service Rep II
American Funds Service Company
12.2003 - 08.2023
- Delivered exceptional customer service to every internal and external customer by leveraging extensive knowledge of products and services by creating welcoming, positive experiences.
- Skilled at working independently and collaboratively in team environment; Proven ability to learn quickly and adapt to new situations, while managing time efficiently in order to complete all tasks within deadlines.
- Identified needs of others and delivered consistent service; Responds constructively to others' requests, concerns, or feedback. Demonstrates approachability and team orientation when interacting with others.
- Facilitated team meetings, by providing strong leadership, while delivering informative information. Collaborated with cross-functional teams to align over 108 Worktypes and Casetypes with customer requirements.
- Conducted training courses and prepared training materials for all new hires within Business Support Services. Implemented new learnings strategies depending upon employee's skill levels. QAP'd associates work to ensure each Casetype and Worktype are identified correctly to eliminate additional errors.
MEDICAL PROCESSING SPECIALIST
Ajilon Professional Staffing / Dunhill Staffing
Indianapolis, IN
05.2002 - 10.2003
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Reviewed patient records; Prepared billing statements for patients and verified correct medical diagnostic codes.
- Utilized various software programs to process customer payments.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Correspond between providers and insurance companies, to ensure proper billing and coding were accurate.
Service Order Processing Specialist
Roche Diagnostics Corporation
Indianapolis, IN
10.1998 - 10.2001
- Input order information into database, and updated customer accounts in a timely manner to complete documents and track customer orders.
- Communicated in a clear and concise manner with Field Reps to address orders inquiries, changes and cancellations. Delivered prompt service to prioritize customer needs.
- Created Service Notification Numbers, Monitored IC dispatch board Hematology / Hitachi
- Ability to stay organized, prioritize workflow, be cognizant of deadlines, and attention to detail.
- Built and maintained excellent relationships with coworkers and customers; going above and beyond to accommodate requests.
- Responded to customer requests, offering excellent support to customers and Field Service Reps.
Education
High School Diploma -
Bettendorf High School
Bettendorf, IA03.1994
Skills
- Strong Customer Service
- Excellent Communication
- Technical / Knowledge
OPEX Scanner, IBML Scanner
- Service / Team Orientation
- Multitasker
- Computer proficiency- Data Entry, Microsoft Office, Windows 10, AWD Portal, Portal CTA, CTB, DEV, TEAMS, JABBER, ACE, SHAREPOINT, WEB-X, RIGHTFAX, SONI, OMS LIT, APPIAN, CASHIER, GENESYS, OASIS, CCR, SAP, NOVELL, FACETS, MACESS, TMO, MEDISOFT, ICD-9, CPT-4, QMACS
Timeline
Business Support Service Rep II
American Funds Service Company
12.2003 - 08.2023
MEDICAL PROCESSING SPECIALIST
Ajilon Professional Staffing / Dunhill Staffing
05.2002 - 10.2003
Service Order Processing Specialist
Roche Diagnostics Corporation
10.1998 - 10.2001
High School Diploma -
Bettendorf High School
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