Act as a liaison between assigned branch and healthcare providors by:• Maintaining timely and accurate prior insurance authorizations for 50+ new and existing patients.• Prioritizing, requesting, and organizing 3 work queues to meet compliance and regulatory guidelines.• Learning, documenting up-to-date information in the areas of coding, billing, insurance companies and their policies.• Submit changes to patient prescriptions in the system and obtain authorization for payment.• Provide superior internal and external customer service with a variety of personell to achieve outcomes.• Proficient use of computer systems to perform assigned duties.

Responsibilities included providing Casino customers both internal and external with world-class customer service and assistance •Daily operations in Opera and CIC databases•Assisted Classic, Gold, Platinum, and Platinum Elite members with reservation needs on all levels of direct marketing offers, special events, complimentary, best rate and friends and family reservations by verifying offers, booking, modifying, canceling and cross selling•Assisted customers with room, suite, golf, show, and restaurant reservations•Maintained a high-level of service and sales skills to meet department standards on quality assurance monitors, customer survey/feedback, conversion, cross-sell and other standards as determined by management•Handled an average of 60 calls daily going above and beyond to maintain customer satisfaction and retention

Responsible for monitoring clients, answering telephone inquiries, administering alcohol tests, reporting, scheduling and database management in a 24 hour call center. •Monitored over 500 clients on house arrest via Alco-Sensor, GPS Tracking, and Voice Recognition•Entered and maintained updated information within 3 databases•Created and issued reports (informational, Violation, and Completion) following over 60 County Protocols•Maintained professional relationship with County Judges, Probation Officers, and Field Service Officers

Responsible for all fax and online sales•Performed daily operations of fax and online orders•Executed marketing strategies and promotions to increase revenue, resulting in a $150 a day increase from April 2012-May 2012•Provided excellent customer service by quickly responding to customers inquiries, concerns, and complaints•Fostered over 50 repeat customers; received several accolades from managers and customers for consistently providing quick, well-timed, and professional service•Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken•Resolved customers complaints by performing activities such as; re-making food, refunding money, and adjusting bills•Successfully handled cash and credit card transactions by maintaining till of $100•Solicited sale of additional food and beverage orders, resulting in an additional $2-3 increase on original order•Conferred with 5-10 customers a day by telephone and in person in order to gather information about likes and dislikes, to follow-up on orders and to obtain details of complaints•Responsible for planning, packaging, and cash handling

Provided a wide variety of administrative functions and secretarial services•Composed, designed, edited, and prepared various correspondence, documents, and reports for staff of 6 instructors•Created a central filing system and demonstrated the ability to implement and maintain a records management system using Microsoft Access•Handled multiple priorities with time constraints and in a fast-paced environment

Built and maintained positive working relationships at all levels of the organization including external contacts•Managed multi-line phone system and responded to 40-50 telephone callers by answering routine questions and routing calls to appropriate staff•Coordinated meeting and travel arrangements for management staff•Maintained confidential files, personal files, and reports for sales team, parts department•Maintained and prepared payment processing for outside contractors and vendors

Served as first contact for escalated supervisor calls and departmental liaison•Established and maintained a good rapport with various internal departments, which impacted productivity and overall staff effectiveness•Developed several inter-office templates resulting in increased efficiency for communication between departments•Executed the "LAFF" (Listen, Apologize, Fix, Follow-UP) procedure for escalated customer complaints, resulting in increased customer satisfaction and significant repeat business•Hired, trained, scheduled, and motivated team of 6-8 customer service representatives•Created "New Hire Test" to test new employees understanding of company products, rules, and policies, confirming new employees ability to work with customers and uphold high standards of customer service•Implemented monthly coaching meetings that enhanced team morale, fostered team building and reduced absenteeism•Designed strategy for making quick decisions under high-stress conditions, maintaining composure while prioritizing and orchestrating many job functions•Became Customer Service Certified after passing all six certification exams