Ashley Olvera Email & Phone Number

Shakopee, Minnesota

Head of Operations

Diploma in Insurance Billing and Coding Specialist (DIBCS)

Eden Prairie, Minnesota

- Served as an advocate for customer base by responding to, resolving and escalating complex claim issues with internal and external resources pertaining to benefits, claims, prior authorization, appeals or quality of service complaints- Demonstrated personal responsibility for health, safety, data protection and other compliance areas such as HIPAA - Managed escalated issues; served as liaison between internal and external customers to facilitate resolution while adhering to business processes - Consistently exceeded performance metrics put in place by management such as accuracy, case average handle time and maintained personal NPS of 78 (Net Promotor Score) which was 15 percent higher than our department’s average- Recognized for efficiency in case management and awarded multiple Bravos from members, coworkers as well as management for living United Health Group’s values (integrity, compassion, relationships, innovation, performance)

Eagan, Mn 55121

- Efficiently handled inquiries pertaining to product information, eligibility, benefits, Rx and medical claim processing information - Consistently improved customer satisfaction through timely resolution of conflicts, issues, and concerns - Advocated for customers by providing information about a variety of health, financial and self-service programs available to them- Cross-trained in several different lines of business including major national accounts, community, small group, prepaid medical assistance, as well as coordination of benefits- Assumed responsibility for coaching others while serving as a resource to new employees

◦Contacted potential prospects to discuss products and share personal experience◦Acted as a personal wellness coach by setting goals and working side by side with clients to achieve them◦Processed online orders, collected payment for goods, tracked shipments and delivered products

West Saint Paul , Mn 55118

◦Greeted walk-in customers, answered phone calls, ascertained problems based on customer’s description, test drove vehicles and scheduled appointments◦Assisted customers by providing product or service suggestions based on needs and manufacturers recommendations◦Entered customer information in database system, created work orders, verified warranty coverage and calculated cost ◦Management duties as key holder- processed inventory, ordered parts as needed, processed bank deposits, and opened/closed shop

Burnsville, Mn 55306

Universal Sales Representative | Frontier Communications | Jun 2006-Feb 2011◦Received incoming calls from a National customer base pertaining to services and promotions, billing, repair orders and payment processing◦Developed customized sales techniques to successfully sell products and services to both new and existing customers◦Consistently met or exceeded goals and recognized as “Top Seller” ◦Participated in multiple pilot programs for the company, managed escalated calls and written PUC complaints for the Residential Call Center

Certificate, Health/Health Care Administration/Management

Diploma in Insurance Billing and Coding Specialist (DIBCS) The goal of this program is to provide the student with a thorough.

Certified Business Professionals, Sales Certification

The Certified Business Professional (CBP) is an international industry credential that validates and develops the business professional..