Lesley Madden
Charlotte
Summary
Seasoned collaborator with extensive experience in meeting needs, improving processes, and consistently exceeding requirements in team environments. Skilled at prioritizing projects and multitasking effectively to achieve project goals. Recognized for methodical and detail-oriented approach, with a strong aptitude for team leadership. Diligent worker with exceptional communication and task prioritization skills. Offers valuable skills and a strong work ethic to contribute to the success of any team.
Overview
11
11
years of professional experience
Work History
Service Administrator II
Arbon
04.2023 - Current
- Researched issues with shipments, product damage, and incorrect product amounts.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Coordinated product shipments with correct freight company.
- Updated customer service database with new information, address changes and contact details.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Organized and updated databases, records and other information resources.
Senior Benefits Consultant
GoHealth
09.2018 - 04.2023
- Customized existing insurance programs to suit individual client needs by analysing specific requirements
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques
- Licensed for Health Insurance Sales
- Volunteered to work additional shifts and overtime during busy periods to maintain proper staffing and coverage
- Promoted patient comfort by quickly responding to questions and handling diverse needs
- Processed refunds, disbursements, and payments
- Generated detailed reports outlining billing, flagged items and other important data
- Collaborated with all relevant parties to resolve billing issues, insurance claims and patient payments
Customer Service Representative
Conduent
04.2016 - 08.2018
- Worked under strict deadlines and responded to service requests and emergency call-outs
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques
- Maintained up-to-date knowledge of policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer
- Responsible for contacting delinquent clients
- Responsible for over 100 inbound calls daily from clients and insurance agencies
- Responsible for posting accounts (A/P) through Citrix
- Demonstrated effective negotiation techniques with customers
- Responds appropriately to rate pushback, discounts appropriately and stands ground when needed
Billing/ Payment Agent
iQor
01.2014 - 03.2016
- Handling inbound calls for customers who have questions about their Coventry Health Insurance billing
- Received and documented any payment information for health care coverage
- Provided excellent customer service for customers to make sure all questions are answered in a timely fashion
Education
High School -
Hillcrest High School
Simpsonville, SC05.2012
Skills
- Asset management
- Service level agreements
- Incident management
- Policy enforcement
- Organization and recordkeeping
- Shipping and receiving
- Data entry
- Information updates
- Scheduling appointments
Timeline
Service Administrator II
Arbon
04.2023 - Current
Senior Benefits Consultant
GoHealth
09.2018 - 04.2023
Customer Service Representative
Conduent
04.2016 - 08.2018
Billing/ Payment Agent
iQor
01.2014 - 03.2016
High School -
Hillcrest High School
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