Experience

TMLT

• United States
• Insurance
• 100 - 200 Employee

• Customer Service and Billing Supervisor

  • Mar 2022 - Present

  Responsible for supervising the Customer Service and Billing Team and assisting the Customer Service and Billing Manager and Director of Accounting Operations as needed. PRIMARY DUTIES AND RESPONSIBILITIES: 1. Manages invoices and collections for all miscellaneous accounts receivables. 2. Performs final review of backup for all policyholder premium and surplus refunds. Approves in AP system. 3. Prepares monthly customer service standards reporting for all customer… Show more Responsible for supervising the Customer Service and Billing Team and assisting the Customer Service and Billing Manager and Director of Accounting Operations as needed. PRIMARY DUTIES AND RESPONSIBILITIES: 1. Manages invoices and collections for all miscellaneous accounts receivables. 2. Performs final review of backup for all policyholder premium and surplus refunds. Approves in AP system. 3. Prepares monthly customer service standards reporting for all customer service and billing functions. 4. Performs random audits on all billing functions to ensure quality standards. Follows up with staff to correct training issues. 5. Develops, tests, and documents procedures related to customer service and billing. 6. Participates in all committees, projects, and system testing where customer service and billing expertise is needed. 7. Evaluates existing workflows and implements process improvements. 8. Evaluates system functionality and submits requests for enhancements and modifications. 9. Monitors customer service and billing team’s activities, workflows, and performance goals; trains staff members and addresses issues as needed. 10. Facilitates communication between management and customer service and billing team. 11. Performs reconciliations or various balance sheet accounts. 12. Develops personal and professional goals and plans to obtain them. Pursues a continuous program of self-development.

• Lead Customer Service & Billing Representative

  • Mar 2018 - Mar 2022

  In addition to Senior Customer Service & Billing Representative duties: 1. Monitors customer service and billing team's activities and workflows; develops, tests, and documents procedures, and trains staff members. 2. Assists the department supervisor with the supervision of assigned customer service and billing representatives. 3. Develops personal and professional goals and plans to obtain them. Pursues a continuous program of self-development.

• Senior Customer Service & Billing Representative

  • Mar 2016 - Mar 2018

  In addition to Customer Service & Billing Representative duties: 1. Assists with the training of any new or backup representatives. 2. Assists with the coordination of team schedules to ensure adequate phone coverage during business hours. 3. Assists with routine call center audits to ensure proper documentation and handling of calls received. 4. Assists with the tracking of call center trends by running and reviewing daily call center reports. 5.… Show more In addition to Customer Service & Billing Representative duties: 1. Assists with the training of any new or backup representatives. 2. Assists with the coordination of team schedules to ensure adequate phone coverage during business hours. 3. Assists with routine call center audits to ensure proper documentation and handling of calls received. 4. Assists with the tracking of call center trends by running and reviewing daily call center reports. 5. Performs initial review of backup for premium refunds, surplus, and Trust Rewards to ensure accuracy before check printing. 6. Participates in any committees, projects, and system testing where billing and customer service expertise is needed.

• Customer Service/Billing Representative

  • Apr 2013 - Mar 2016

  1. Manages invoices and notices of cancellation for assigned territory and prepares supporting documentation as necessary. 2. Performs weekly audits of the AR aging and unapplied cash reports and works with underwriting department to resolve any outstanding issues. 3. Prepares and processes policyholder refunds for premium, surplus, and Trust Rewards on a weekly basis. 4. Reviews billing after underwriting entry on all cancellations, reinstatements, cancel/rewrites,… Show more 1. Manages invoices and notices of cancellation for assigned territory and prepares supporting documentation as necessary. 2. Performs weekly audits of the AR aging and unapplied cash reports and works with underwriting department to resolve any outstanding issues. 3. Prepares and processes policyholder refunds for premium, surplus, and Trust Rewards on a weekly basis. 4. Reviews billing after underwriting entry on all cancellations, reinstatements, cancel/rewrites, and voids to ensure accuracy. 5. Responds to incoming calls by answering various questions related to, but not limited to, policy information, risk management/continuing medical education (CME) inquiries, and billing and payment information. 6. Provides technical support to policyholders by assisting with navigation of the website, enrollment for the members only site, online payments and auto-draft enrollment, and managing users' CME site profiles. 7. Responds to policyholder inquiries, primarily obtained through incoming calls from the call center, by providing payment histories, claims histories, proof of coverage, and other policy correspondence as requested.



MCG Business Services

• Account Manager

  • Mar 2012 - Nov 2012

  Manage my clients’ business needs with reliable and cost-effective bookkeeping services. This is done with the assurance that I will efficiently, and most importantly, accurately complete their work in timely manner. While performing the more complex bookkeeping services, I manage staff bookkeepers assigned to fulfill my clients’ general bookkeeping tasks. This entails coordinating schedules with client’s deadlines and reviewing their work for quality assurance. Manage my clients’ business needs with reliable and cost-effective bookkeeping services. This is done with the assurance that I will efficiently, and most importantly, accurately complete their work in timely manner. While performing the more complex bookkeeping services, I manage staff bookkeepers assigned to fulfill my clients’ general bookkeeping tasks. This entails coordinating schedules with client’s deadlines and reviewing their work for quality assurance.



Crowd Gravity

• United States
• Advertising Services
• 1 - 100 Employee

• Operations Manager

  • Mar 2009 - Feb 2012

  - Cover all areas of HR related tasks including payroll and benefits administration. - Coordinated bookkeeper and CPA work needed to complete each accounting cycle. - Provide external investment company with weekly financial data. - Create and/or edit creatives used in banner ads. - Voice and produce video promos for client websites. - Design and code custom landing pages for affiliates. - Update information and design elements on client websites. - Customize… Show more - Cover all areas of HR related tasks including payroll and benefits administration. - Coordinated bookkeeper and CPA work needed to complete each accounting cycle. - Provide external investment company with weekly financial data. - Create and/or edit creatives used in banner ads. - Voice and produce video promos for client websites. - Design and code custom landing pages for affiliates. - Update information and design elements on client websites. - Customize SalesForce user-interface. - Code SalesForce triggers to help expedite account manager CRM tasks. Show less - Cover all areas of HR related tasks including payroll and benefits administration. - Coordinated bookkeeper and CPA work needed to complete each accounting cycle. - Provide external investment company with weekly financial data. - Create and/or edit creatives used in banner ads. - Voice and produce video promos for client websites. - Design and code custom landing pages for affiliates. - Update information and design elements on client websites. - Customize… Show more - Cover all areas of HR related tasks including payroll and benefits administration. - Coordinated bookkeeper and CPA work needed to complete each accounting cycle. - Provide external investment company with weekly financial data. - Create and/or edit creatives used in banner ads. - Voice and produce video promos for client websites. - Design and code custom landing pages for affiliates. - Update information and design elements on client websites. - Customize SalesForce user-interface. - Code SalesForce triggers to help expedite account manager CRM tasks. Show less



Emmis Austin Radio

• KLBJ-FM Board Monkey; Sound Design

  • 2005 - Sep 2011

  Sound Design; On-air Sound Design; On-air