Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ikkea Burns

Loganville

Summary

Diligent Customer service representative with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Knowledgeable and dedicated customer service professional with extensive experience in administration industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

11
11
years of professional experience

Work History

Billing Specialist/Insurance Verification Specialist

Memorial Health Meadows Hospital
01.2024 - 08.2024
  • Processed invoices accurately to ensure timely billing and payment collection.
  • Assisted in maintaining customer accounts by updating billing information and resolving discrepancies.
  • Supported the implementation of new billing software by learning system functionalities and providing feedback.
  • Collaborated with team members to streamline billing processes and enhance efficiency in daily operations.
  • Accepted payments in cash, credit, and check form
  • Make daily deposits
  • Verified Insurance for treatment plan
  • Monitored account aging reports to identify overdue payments and initiate follow-up communications.
  • Learned company policies regarding billing procedures, ensuring compliance with industry standards and regulations.
  • Provided administrative support by organizing documentation and maintaining accurate records for audit purposes.
  • Adapted quickly to changes in billing systems, demonstrating flexibility in a fast-paced environment.
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
  • Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
  • Enhanced customer satisfaction with timely and accurate invoice generation.

Chiropractic Office Assistant

Souther Chiropractic Health & Wellness
05.2023 - 01.2024
  • Managed patient scheduling and appointment reminders to enhance office efficiency.
  • Assisted in maintaining patient records and ensuring accurate documentation of treatment plans.
  • Coordinated communication between patients and chiropractic staff to streamline service delivery.
  • Processed insurance claims and verified benefits, facilitating smooth billing operations.
  • Prepared treatment rooms and ensured compliance with health and safety standards for patient care.
  • Supported front desk operations by greeting patients and answering inquiries professionally.
  • Conducted follow-up calls to ensure patient satisfaction and adherence to treatment protocols.
  • Managed financial transactions accurately, reconciling day-to-day receipts from cash payments or insurance claims reimbursements.
  • Increased office efficiency with proficient use of practice management software for billing and insurance claims processing.
  • Delivered excellent customer service, addressing patient inquiries in person or over the phone with professionalism and empathy.
  • Assisted in marketing efforts to attract new clients to the chiropractic practice through social media engagement and community outreach events participation.
  • Enhanced patient experience by consistently maintaining a clean, welcoming environment within the reception area.

Dispatcher

Montgomery County Sheriff Office
03.2023 - 05.2023
  • Coordinated emergency response efforts between law enforcement and fire services to ensure public safety.
  • Managed incoming calls and radio communications, prioritizing dispatch requests effectively.
  • Utilized CAD systems to track units and resources, improving incident response times.
  • Collaborated with shift supervisors to streamline operational procedures and enhance team efficiency.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.

Customer Service Representative

GEICO
04.2021 - 01.2022
  • Managed high call volumes while maintaining professionalism and efficiency in service delivery.
  • Developed rapport with customers, ensuring a personalized experience that fostered loyalty.
  • Documented customer interactions systematically to support continuous improvement initiatives.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Detention Deputy

HOUSTON COUNTY DETENTION CENTER
06.2019 - 04.2021
  • Mitigated potential conflicts among detainees through proactive intervention techniques, de-escalating tense situations before they escalated further.
  • Assisted with training new deputies on facility policies, procedures, and best practices to ensure consistent performance across the team.
  • Maintained a safe environment for inmates and staff through consistent enforcement of facility rules and regulations.
  • Expedited intake processes while maintaining accuracy, ensuring timely placement of new detainees into appropriate housing units.
  • Facilitated smooth transitions between shifts by providing detailed briefings for incoming staff members, ensuring seamless continuity of care for inmates.
  • Contributed to the efficient operation of the detention center through accurate recordkeeping, including incident reports, daily logs, and inmate files.
  • Enhanced inmate security by conducting thorough cell inspections and monitoring daily activities.
  • Reduced contraband introduction into the facility by conducting thorough searches of incoming individuals and packages.
  • Aided in swift emergency response situations through regular training exercises and adherence to established procedures.
  • Provided compassionate care for inmates during medical emergencies, coordinating with healthcare professionals to ensure proper treatment was administered promptly.

Correctional Officer

Telfair State Prison
09.2013 - 09.2018
  • Maintained safety protocols to ensure secure environment for staff and inmates.
  • Conducted regular inspections to identify potential security risks and enhance facility safety.
  • Responded swiftly to incidents, employing de-escalation techniques to maintain order.
  • Trained new officers on operational procedures and emergency response protocols.
  • Monitored inmate behavior, documenting incidents accurately for reporting purposes.
  • Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
  • Searched cells of inmates to identify and confiscate contraband and other prohibited items.
  • Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
  • Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
  • Escorted inmates to and from cells, court, hospitals, and medical appointments.
  • Conducted routine and emergency head counts.
  • Prepared, processed and maintained forms, reports, logs, records, and activity journals.
  • Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.
  • Maintained accurate records of inmate incidents or infractions using electronic databases or written logs as required.

Education

Associate of Science - Psychology

East Georgia State College
Swainsboro, GA
05-2013

Skills

  • Billing systems and software
  • Insurance verification
  • Invoice processing
  • Customer service
  • Decision-making
  • HIPAA compliance
  • Payment posting
  • Customer engagement
  • Records organization and review
  • Audit procedures
  • Problem-solving
  • Multitasking and organization
  • Attention to detail
  • Verbal and written communication
  • Client relationship management
  • Dispute resolution
  • Monthly billing management
  • Cash posting

Timeline

Billing Specialist/Insurance Verification Specialist

Memorial Health Meadows Hospital
01.2024 - 08.2024

Chiropractic Office Assistant

Souther Chiropractic Health & Wellness
05.2023 - 01.2024

Dispatcher

Montgomery County Sheriff Office
03.2023 - 05.2023

Customer Service Representative

GEICO
04.2021 - 01.2022

Detention Deputy

HOUSTON COUNTY DETENTION CENTER
06.2019 - 04.2021

Correctional Officer

Telfair State Prison
09.2013 - 09.2018

Associate of Science - Psychology

East Georgia State College

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Ikkea Burns