DeShon Rowland-Ward
Aiken,WI
Summary
Professional with strong background in claims management, prepared to make significant impact. Skilled in assessing and processing claims accurately, resolving complex issues, and ensuring customer satisfaction. Effective team collaborator with focus on achieving results and adapting to changing needs. Known for analytical thinking, communication skills, and attention to detail.
Overview
27
27
years of professional experience
Work History
Claims Representative
UnitedHealth Group
01.2023 - Current
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Verify medical claims and ensure their accuracy.
- Review, research, investigate, and process healthcare claims to ensure accurate and timely payments.
- Document all communications and actions taken on claims.
- Consistently meet established productivity, schedule adherence, and quality standards.
- Identify and implement process improvements to enhance efficiency and the member experience.
Phone Banker
Wells Fargo
03.2020 - 01.2022
- Quickly answer customer inquiries in a friendly and courteous manner
- Deliver exceptional service to our customer by going out of the way to please them
- Provide first call resolution, while following strict procedures that meet compliance guidelines
- Identify and offer customers the products and services they need and want to succeed financially
Contractor
GoPuff
05.2018 - 02.2020
- Presented customers with bills and receipts and collected hundreds of dollars worth of payments for goods delivered
- Collected and tracked customer payments to meet financial demands
- Exceeded productivity goals by 30% through effective routing and planning
- Consulted with customers to gain feedback and address concerns with products or services
- Communicated frequently with dispatch to relay route changes and delays impacting customer delivery timetables
- Maintained solid connections with established customers to promote new products
- Completed daily pre-trip inspection checklist before first delivery with 100% accuracy rate
- Obtained signatures needed to complete and process all paperwork efficiently
- Contacted customers prior to delivery to coordinate delivery times
- Delivered rush merchandise on tight schedules to meet customer targets
- Completed order forms and collected payments to keep customer accounts current
- Coordinated with office manager to get delivery route information and changes
- Maintained neat and professional appearance during every shift to promote positive company presence
Warehouse Associate/Office Assistant
AT&T Inc.
02.2010 - 05.2018
- Inspected and moved products to designated areas in warehouse
- Recorded unit quantities and handled or moved materials with PDQ/150 equipment
- Counted and stocked merchandise as specified by inventory control log
- Identified defective, lost or missing merchandise and promptly reported issues to supervisor
- Maintained accurate and current order and shipment forms, inventory documentation and customer records
- Staged products between receiving, storage and shipping areas to accurately transfer items
- Inventoried items with daily cycle counts and monthly audits, investigating discrepancies to keep data accurate
- Contributed ideas on ways to improve or optimize warehousing procedures
- Cleaned and maintained warehouse in compliance with OSHA safety standards
- Safely operated all necessary equipment in work area such as PDQ/150 and PDQ/40
- Unloaded incoming products off trucks, moved boxes to staging area, sorted items and transported to final storage locations
- Accurately recorded inventory levels to support completion of order requests and audits
- Recognized and reported defective material and equipment
- Examined packages and goods for damage and notified vendors of specific issues requiring replacement
- Attached identifying tag or labels to materials or marked information on cases, bales, or other containers
- Examined incoming and outgoing shipments, rejected damaged items and appropriately recorded any discrepancies
- Received deliveries and processed all incoming shipments by scanning packages and updating orders in transport system
- Received, stored, and shipped goods and materials
AT&T Office Assistant
AT&T Inc.
08.2000 - 02.2010
- Received and screened high volume of internal and external communications
- Administered physical and digital filing systems, keeping records well-organized and easily retrievable by team members
- Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences
- Promoted efficient and open communication by preparing collateral for team and client meetings, taking notes and distributing information to relevant stakeholders
- Updated financial, customer and business records with accurate information each day, preventing data loss and keeping files current
- Managed reception and lobby area, greeted visitors and responded to requests for information
- Created and maintained spreadsheets and developed administrative and logistical reports
- Organized files, developed spreadsheets, faxed reports and scanned documents
- Tracked office stock and maintained inventory in neat and organized fashion
- Collected payments, issued receipts and updated accounts to reflect new balances
- Assisted with administrative tasks, including filing, answering phones and data entry
- Filed and retrieved records to support business needs and boost team productivity
- Managed building access and supplied key cards to employees and visitors
Customer Service 411 Operater
AT&T Inc.
07.1999 - 07.2000
- Offered to assist office director with extra task during down time
- Completed connections between callers, departments and professionals
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service
- Conducted directory searches for employees and customers to locate phone numbers, business addresses and residence information
- Communicated general company information to inquiring customers in a professional and pleasant manner to project a positive company image
- Managed corporate phone services for bustling business with 45 employees by routing calls quickly and accurately
- Answered up to 100 calls per day in fast-paced environment, transferring callers to appropriate personnel
- Answered each call within two to minimize wait times
Assistant Manager
Texaco Inc.
01.1998 - 07.1999
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel
- Maintained positive work ethic and commitment to providing excellent service to improve operations efficiency and customer satisfaction
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership
- Coached and mentored employees by delivering training, guidance and performance monitoring
- Initiated inventory control measures to manage and replenish stock, maintain costs and meet customer demands while monitoring clothing, accessory and shoe levels
- Produced monthly sales and performance reports, supporting operational planning and strategic decision making
- Enforced company policies and procedures to strengthen operational standards across departments
Education
Associate of Arts - Journalism
Aiken Technical College
Aiken, SC12-2023
Associate of General Studies - General Studies
Aiken Technical College
Aiken, SC12-2022
Timeline
Claims Representative
UnitedHealth Group
01.2023 - Current
Phone Banker
Wells Fargo
03.2020 - 01.2022
Contractor
GoPuff
05.2018 - 02.2020
Warehouse Associate/Office Assistant
AT&T Inc.
02.2010 - 05.2018
AT&T Office Assistant
AT&T Inc.
08.2000 - 02.2010
Customer Service 411 Operater
AT&T Inc.
07.1999 - 07.2000
Assistant Manager
Texaco Inc.
01.1998 - 07.1999
Associate of Arts - Journalism
Aiken Technical College
Associate of General Studies - General Studies
Aiken Technical College
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