Customer Service

Valerie Disbrow

4621 Winding Way

Sacramento, CA 95841

916-628-7009

vjdisbrow@gmail.com

 

 

OBJECTIVE:  Seeking a position within the financial, health insurance, or retail merchandising industries.  Utilizing my skills, training and knowledge of 24 years in financial institutions, which encompasses wholesale as well as retail bank operations and Mortgage lending.  Five (5) years in health insurance for Provider and Member services in a call center environment.

 

 

QUALIFICATIONS:

 

Superior customer/client skills

Excellent written and verbal skills

Excellent organization skills

Ability to multi-task

Excellent problem solving skills

Ability to learn new tasks quickly

Ability to train

 

EXPERIENCE

 

10/2014 – Current  Macy’s of California

Merchandising Support Team:

Responsible for support in merchandising, fulfillment, pricing markdowns, recovery and stock balancing in the warehouse.  Assist the merchandising team manager and team leads for working in numerous departments that have the greatest needs.  Provide customer service to store shoppers as requested.

 

03/2014 - 06/2014 Ranstad Inc (Blue Shield of California)

Temporary Assignment

Corporate Provider Services - Provider Liasion:

Responsible for taking incoming calls from providers to assist them with new contracting, existing contracting and terming their contracts.  Educating providers for the "Affordable Health Care Act" with questions and concerns for Covered California.  This encompassed advising providers on the Covered California products available in their county and zip code and what reimbursement rates they would be eligible for.  In addition, assisted with modifying contracts to suit their specific needs. 

 

08/2011 – 07/11/2012 Health Net

Customer Service Representative:

Responsible for taking incoming calls from members and providers for all commercial lines of business;  mentored new-hires for training purposes, quoted benefits and eligibility, gave claim status and researched how the claim was processed and adjusted, routed requests to the  claims adjustment unit for reprocessing if determination of qualifying criteria has been satisfied, researched DOFR to determine financial risk of claims, prepared and completed various types of member Medical Group and PCP transfers, researched and forwarded service form requested to lead for Provider Network Administrator risk determination and claims issues that require escalation.

 

 

 

07/2008 – 08/2011 Health Net

Provider Services Correspondence Representative:

Responsible for review  of correspondence in its entirety to determine provider issue/dispute specifically as provider had requested, prepare service form to document and track incoming correspondence, create tracer letter or acknowledgement letter to the provider within established time frames, route issues to appropriate claims or appeals unit for resolution, research to determine if current appeal has been previously submitted or a duplicate to a pending appeal already in process;  assigned to a designated queue for risk determination to increase efficiency and productivity.  I was the assigned HIPPA Captain for my team.  Responsible for assisting team members with their indirect time reporting.  I also performed back-end audits for cross-trained  call center representatives.  I have a consistent audit record of 98% or higher, with most recent 10 consecutive months of 100% audits.  I also support the administrative team with various projects as requested by lead.

 

 

5/2007 – 7/2008 Health Net

Customer Service Representative:

Responsible for taking incoming calls from members and providers for all commercial lines of business;  mentored new-hires for training purposes, quoted benefits and eligibility, gave claim status and researched how the claim was processed and adjusted, routed requests to the  claims adjustment unit for reprocessing if determination of qualifying criteria has been satisfied, researched DOFR to determine financial risk of claims, prepared and completed various types of member Medical Group and PCP transfers, researched and forwarded service form requested to lead for Provider Network Administrator risk determination and claims issues that require escalation.

 

01/2006 – 02/2007 Walgreens Pharmacy

Cosmetics Dept. Supervisor:

Responsible for opening store and all main check-out registers daily cash handling procedures and reports; supervising and training of all Beauty Advisors on my staff to provide consistent superior customer; oversee and manage so all retail staff makes sure the customer has a positive experience and outcome;   weekly and monthly reporting such that sales are in line with store goals;  ordering and monitoring supply/products as assigned to me by the Store Manager;  answer and direct all incoming calls to the appropriate departments within established times frames;  direct all vendor receiving to dept. heads;  responsible for compiling, completing and delivering various weekly and monthly audit reports to Store Manager; responsible for productivity , performance and retail sales service goals as established by the Corporate office.

 

9/2004 – 11/2005 – Layhees’s Professional Pool Service

Office Manager:

Responsible for providing superior customer service to Clients, promote and market the company’s service services and products, prepare, compile & complete a variety of weekly reports for submission to Owner.  Working knowledge of the company’s software to ensure consistent and accurate record keeping. Generate and mail out the monthly billing of Clients/Customers, data entry for all accounts payable.  Prioritize,organize and schedule daily route for Owner.

 

7/2003 – 8/2004 – Wells Fargo Home Mortgage

Mortgage Closing Specialist II – Construction to Permanent Loan Dept.:

My responsibilities include the following:  prep file for drawing of perm loan documents, prepare, complete and send all closing loan docs to Escrow/Title Company for Borrower execution, review and satisfy all outstanding closing conditions, coordinate loan  closing with all interested parties.  Upon receipt of original settlement package, review loan docs for completeness and compliance, update loan system for final disbursement and funding of the loan.  Follow-up and obtain all post-closing loan transaction document requirements, compile and perform post-closing audit of file prior to shipping, ship closed loan files within guidelines and established dept. timeframes.  Experienced and knowledgeable in processing and closing mortgage loans, which emcompasses 23 different states across the U.S.  Extensive experience in “table funding” States, including their State specific requirements.

 

3/2001 – 4/2003 – Bank Of America

Senior Loan Closer – Wholesale Lending Division

Primary Duties:  Review and approve funding package upon receipt, sign off and/or meet outstanding closing conditions, coordinate funding with all interested parties, review & verify all required indicative data for subject loan, update loan system for final disbursement/funding of said loan.  Initiate, approve and send electronic wire transfers, draw documents in accordance with loan approval.  Satisfy and complete post-closing loan documentation compliance issues, (issues), if any.  Completion of post-closing audit/loan review.  Shipped funded/closed loans.

 

8/1999 – 3/2001 – El Dorado Savings Bank

Senior Savings Representative

Primary Duties:  Full service teller, prepare and manage collateral loan portfolio, act as backup to Branch Manager for real estate loan sales & submission of loan package for committee approval; process incoming/outgoing wire transfers, prepare & compile various monthly certifications/audits of negotiable instruments.

 

 

 

 

 

EDUCATION:  American River College, Sacramento, CA

Retail Bank Operations, Real Estate Principals, Legal Aspects of Real Estate

 

High School Diploma

Business English – 4 years

Creative Writing – 2 years

Journalism - 2 years

 

 

 

SKILLS

 

R.E./Mortgage Lending Operations                                                        Intermediate

Excel                                                                                                                Intermediate

Word                                                                                                                Intermediate

Outlook                                                                                                               Intermediate

Internet                                                                                                  Intermediate

Lotus Notes                                                                                                  Intermediate

ABS                                                                                                                Intermediate

CSI                                                                                                                Intermediate

MACESS                                                                                                  Intermediate

LEGACY

Intermediate

 

REFERENCES AVAILABLE UPON REQUEST

 

 

 

 

  • ID#: 90253
  • Location: Sacramento, CA , 95841

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