Mersedes Henderson

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Technical Analyst, January 2022 - Present

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​•    Monitor routine and critical API integrations and proactively identify problem trends and troubleshoot as needed
•    Enhance best practice documentation, process/workflow mapping, and user guides
•    Continuously research new tools and solutions to meet our growing needs and maintaining competitiveness
 

 

Support Operations Specialist, October 2021 - January 2022

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•   Contribute to meetings and work with leadership on how to improve current processes to support business needs
•   First line of defense technical support and troubleshooting Cisco devices and stakeholder accounts
•   Consistently learning about new products, sharing knowledge and driving innovation to optimize team success
 

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Commissions Specialist/Billing Consultant, May 2019 - August 2021         

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• Used business framework to make financial decisions and process transactions to address complaints by performing in-depth analysis to identify trends

• Delivered technical assistance to call center staff by troubleshooting software and documentation for  future resolution

• Created solutions with other teams and management on ways to automate efforts that could improve productivity    

• Supplied customers with accurate bills and ensure dues are finalized and money is collected and allocated across benefits and structure

• Monitored, researched and resolved collection of outstanding premium, overdue accounts, or revenue adjustment issues and reports corrections or cancellations of overdue customers

• Collaborated with learning and development team on reference guides for new team members

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Customer Service Representative, Nov 2018 - Apr 2019     

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• Maintained and submitted mail order prescriptions for members on Medicare and/or Medicaid

• Exhibited great problem solving skills by settling issues within scope of practice on a first call resolution basis

• Met measurable departmental standards as related to call quality and efficiency measures as well as meeting teamwork, ownership, and professional development goals