Marsha Wilkerson

Handled high-volume customer calls while minimizing wait times, investigating and resolving inquiries and complaints under changing policies. Verified insurance benefits and reviewed claim file documentation for accuracy, while supporting EHR/EMR and CRM systems and training staff on procedures.

Answered high volumes of customer calls, investigated inquiries, and resolved complaints while maintaining minimal wait times. Supported order/refund processing, upselling, benefits explanations, and medical billing documentation with a focus on confidentiality and service standards.

Managed inbound and outbound call support and resolved member inquiries and complaints, including claim inquiries. Provided web support by troubleshooting locked accounts and assisting members in navigating the Humana website using CRM tools.

Handled inbound and outbound calls, supported claim inquiries, and resolved customer information requests with a warm, professional approach. Provided web support for locked accounts and basic troubleshooting while maintaining CRM proficiency.

Supported game-day operations across multiple roles, including fan information support and maintaining a positive guest environment. Performed housekeeping and sanitation duties to keep facilities clean and debris-free, and helped improve internal processes for efficiency.

Provided friendly customer assistance, addressed inquiries and complaints, and supported account troubleshooting through web support and CRM proficiency. Supported venue operations through lifeguarding and housekeeping, including maintaining cleanliness and driving process improvements to enhance efficiency.

Managed incoming and outgoing calls, recorded accurate messages, and supported customer documentation and payment processing. Coordinated office inventory, ran credit checks, oversaw shipping and receiving, and created expense reports while improving document clarity and accuracy.

Managed incoming and outgoing calls, recorded messages, and verified customer information while accepting payments and organizing required paperwork. Conducted office inventory and shipping/receiving tasks, completed credit checks, compiled expense reports for reimbursement, and edited documents for clarity and readability.

Provided in-home support with activities of daily living, personal hygiene, mobility, and feeding while maintaining a confidential and respectful environment. Completed light housekeeping, prepared meals, and managed medication reminders to support client wellbeing.

Earned an Associate of Applied Science with a focus in Health Sciences from Ultimate Medical Academy in Clearwater, Florida.

Completed a Certificate in Computer Technology I & II at Goucher College between 01/2014 and 05/2015.

Completed a Billing & Coding Specialist program in Health Management and Clinical Assistance at Ultimate Medical Academy in Clearwater, Florida.

Completed a Certificate in Advanced Keyboarding at Goucher College between 2013 and 06/2014.

Completed Computer Technology I & II coursework (and related advanced keyboarding) at Goucher College in Towson, Maryland.