Ayana Horton
Charlotte
Summary
Highly skilled and experienced manager known for creating a positive workplace culture and leading high-performing teams. Demonstrated expertise in providing exceptional client assistance, including knowledge of competitive offerings, pricing, and market positioning. Developed strong skills in administration and team coordination within a fast-paced office environment. Seeking to transition into a new field. Proven ability to effectively manage schedules, optimize office workflows, and ensure seamless operations. Excited to apply these transferable skills to make a meaningful contribution in a different professional capacity.
Overview
12
12
years of professional experience
Work History
Office Manager
Bethel Homecare Inc.
01.2024 - Current
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Billing Support-Customer Service Representative
Spectrum
05.2022 - 12.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Caregiver
Homecare
10.2018 - 06.2023
- Performed tasks such as bathing, grooming, housekeeping and meal planning
- Accompanied patient on shopping trips, medical appointments, and other outings
- Provided emotional and social support to patient
Consumer Banking Specialist
Advanced Call Center, Bank Of America
11.2020 - 05.2022
- Open and service personnel and consumer accounts
- Identify referral opportunities for more complex business accounts, including deposits, loans, business online banking and treasury and merchant services
Senior Fraud and Claims Rep
State Employee Credit Union, Charlotte, NC
09.2016 - 10.2020
- Support team performance in identifying control failures in banks processes, procedures, customer or colleague decisions.
- Perform complex operational task, including review, verification, and identification of customer transitions or resolve merchant disputes in order to migrate and recover losses
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
Loan Specialist
LendingTree Financial
11.2015 - 09.2017
- The ability to evaluate, authorize, and recommend approval of loan applications both personal and business
- Analyze and evaluate financial information for loan applications
- Prepare documents necessary to process loan applications
CSR - Benefits Verification Specialist
Lash Group
07.2012 - 10.2015
- Patient benefits and complete data entry and/or appropriate forms to document patient's benefits and coverage
- Coverage, Copayments, deductibles, and coinsurance with a patient's insurance company
- Review and make changes to customer accounts
Education
Dental Academy of North Carolina
11.2016
Crossroads Charter High School
06-2012
Skills
- MS Word Excel, Epic, MS PowerPoint (Proficient)
- Correcting Discrepancies
- Billing and Payment Processing
- Client Rapport-Building
- Office management
- Customer service
- Organizational skills
- Office administration
Publications
- People first attitude
- Personal and professional skills
Awards
Customer Service Hero Award, Diamond Service Award
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 20 staff members.
Timeline
Office Manager
Bethel Homecare Inc.
01.2024 - Current
Billing Support-Customer Service Representative
Spectrum
05.2022 - 12.2023
Consumer Banking Specialist
Advanced Call Center, Bank Of America
11.2020 - 05.2022
Caregiver
Homecare
10.2018 - 06.2023
Senior Fraud and Claims Rep
State Employee Credit Union, Charlotte, NC
09.2016 - 10.2020
Loan Specialist
LendingTree Financial
11.2015 - 09.2017
CSR - Benefits Verification Specialist
Lash Group
07.2012 - 10.2015
Dental Academy of North Carolina
Crossroads Charter High School
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