AAZHANA WILMORE
Charlotte
Summary
Dynamic professional with extensive experience in operations management and customer support, notably at LPL Financial. Proven track record in enhancing service standards and resolving complex issues, leveraging strong communication skills and expertise in documentation and reporting. Committed to improving processes and ensuring compliance, resulting in increased customer satisfaction and loyalty.
Overview
8
8
years of professional experience
Work History
Owner/Operator
From Top To Bottom on Demand
01.2023 - 05.2025
- Managed day-to-day business operations.
- Operated with safety and skill to avoid accidents and delays.
- Maintained compliance with weight limits, safety regulations, and transportation laws through diligent record-keeping and inspections.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Negotiated contracts with vendors to secure favorable terms for the business.
- Improved safety standards by regularly reviewing protocols and implementing necessary updates.
- Obtained necessary permits and licenses to operate various commercial vehicles legally.
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Kept accurate records of cargo delivery times and vehicle maintenance to provide documentation to dispatch for billing and inventory purposes.
Customer Service Representative
LPL Financial
12.2021 - 04.2023
- 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.
- Responded to customer requests for products, services, and company information.
- Conducted research on customer accounts as needed to answer inquiries or resolve issues related to payments received or owed
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Benefits Verification Specialist
Lash Group
12.2016 - 12.2021
- Assisted in the development of new benefits verification procedures, ensuring a smooth transition for team members during implementation stages.
- Ensured timely reimbursements by proactively identifying potential issues that could delay claim processing and addressing them before submission.
- Increased accuracy in verifying patient eligibility through diligent cross-checking of multiple databases before finalizing claim submissions.
- Assisted clients with resolving complex benefits issues, improving overall customer satisfaction.
- Utilized advanced research skills to investigate specific policy provisions and resolve any ambiguities or conflicts.
- Enhanced claim processing efficiency by reviewing and verifying insurance benefits information.
- Collaborated with healthcare providers to ensure accurate billing and benefit coverage information.
- Reduced errors in benefit verification tasks by conducting thorough audits and rectifying discrepancies.
Education
No Degree - Grant Writing
Central Piedmont Community College
Charlotte, NC02-2024
General Studies
Hawthorne High School
Charlotte, NC06-2013
Skills
- Operations management
- Documentation and reporting
- Business planning
- Customer support
- Data entry
- Verbal and written communication
- Coverage determination
- Insurance claims review
- HIPAA compliance
- Epic
- Salesforce
- ICD9/ICD10
- Medical Terminology
Timeline
Owner/Operator
From Top To Bottom on Demand
01.2023 - 05.2025
Customer Service Representative
LPL Financial
12.2021 - 04.2023
Benefits Verification Specialist
Lash Group
12.2016 - 12.2021
No Degree - Grant Writing
Central Piedmont Community College
General Studies
Hawthorne High School
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