melody bills-richards

Held several positions as Customer Service Representative 1&2, Associate Trainer, Supervisor and Account Specialist. Responsible for inbound/outbound service related inquiries, billing resolution, troubleshooting, trained peers / new hires, negotiated rates/contracts, research investigation while providing exceptional service.

Managed a multimillion dollar portfolio to include such clients as Hyatt Hotels, Best Western Hotels, Starwood Vacation Ownership and Boyd Gaming to name a few. Served in the role as trusted advisor. Responsible for the overall successful relationship with the client as measured by retention, profitability, growth and customer satisfaction. Monitored and assisted with advance operational troubleshooting by identifying, researching and resolving issues while maintaining premium customer service.

Assist members with plan benefits in call center environment. Document all member’s issues and resolutions. Utilize current reference materials to assist and resolve any member inquiries. Correspond with contracted vendors and providers. Maintain knowledge of Florida Medicaid rules and regulations. Educate members on any updates or changes to benefit grid.

* Assist merchants with setting up additional outlets. Review accounts to * make certain that they have the correct plan codes and are being priced as * qualified. Add card and service entitlements such as American Express * and Telecheck. Converting accounts from one platform to another as * needed. ( Nashville, Cardnet, South, Paymentech and Tsys )Resolve ongoing issues and maintain accounts regarding funding, status changes and rate reviews. Assist peers in resolving issues and handle escalations as assigned by management. Maintain knowledge of procedures for over 20 different banks. Trained peers / New hires, Created classroom agendas and educational materials. Negotiated rates/contracts, research investigation while providing exceptional service.

Activities and Societies: Alpha Phi Omega, The Driftwood