Damien Brown
Rockford
Summary
Dynamic and results-oriented professional with extensive experience in account management, client relations, and administrative support. Proven track record in improving operational efficiency and implementing effective process improvements. Highly skilled in medical billing, quality assurance, and risk analysis, complemented by a strong foundation in business marketing. Recognized for exceptional communication skills and the ability to manage and lead teams in high-pressure environments. Adept at leveraging expertise in Microsoft Office and ICD-10 coding to enhance productivity and client satisfaction. Committed to maintaining high standards of service and excellence in fast-paced business settings.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Uhaul Moving And Storage
09.2024 - Current
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Credit Manager
Rent-A-Center
02.2023 - 07.2024
- Credit Risk Assessment & Management: Conducted thorough investigations and assessments of customer creditworthiness, identifying potential risk factors
- Utilized advanced analytical skills to evaluate financial data and credit reports, ensuring robust credit risk management
- Cross-Functional Collaboration: Actively collaborated with sales, management, and various departments, enhancing operational efficiency
- Demonstrated strong interpersonal skills in aligning departmental objectives with organizational goals
- Financial Analysis & Credit Reviews: Proficiently obtained and analyzed financial statements for credit limit determinations
- Applied comprehensive financial acumen to interpret complex data, aiding in informed decision-making for credit reviews
- Reporting & Compliance Oversight: Managed and streamlined reporting processes, documentation, and record-keeping for the credit department
- Ensured adherence to legal and regulatory compliance standards, showcasing attention to detail and organizational skills
- Debt Management & Negotiation: Successfully reduced past-due balances and minimized bad debt through strategic coordination with customer service, sales, and billing departments
- Demonstrated exceptional negotiation skills in customizing payment plans and settling terms with clients, while vigilantly monitoring accounts for fraud and non-payment issues
Site Manager
ABM Industries, Inc
04.2022 - 01.2023
- Operational Excellence & Profit Management: Ensured high-quality service delivery in line with contract specifications, maintaining intended profit margins
- Managed quality control and safety programs across assigned buildings, showcasing strong leadership in operational excellence
- Team Leadership & Performance Management: Directed and evaluated a diverse team, including Supervisors and Lead personnel
- Responsibilities encompassed directing work, appraising performance, handling disciplinary actions, and resolving staff and customer-related issues
- Administrative & Compliance Oversight: Maintained meticulous records and logs, ensuring accuracy in paperwork, payroll, and operational models
- Proactively kept sites compliant with OSHA, federal, state, and local regulations, preventing delays and risks
- Human Resources & Staffing Coordination: Skilled in interviewing, hiring, and training new employees
- Effectively established employee work schedules, ensuring optimal staffing across three departments per shift, and managed a team of over 30 employees
- Project Management & Vendor Relations: Supervised contractors, ensuring adherence to project schedules
- Regularly communicated with vendors for operational needs, and maintained heavy equipment
- Successfully ensured project completion within approved time, quality, and cost estimates
Assistant Manager of Operations
ABM Industries, Inc
04.2021 - 03.2022
- Recruitment & Talent Acquisition: Led day-to-day activities of recruiters, utilizing KPIs, metrics, and scorecards for tracking
- Expert in recruiting, sourcing, interviewing, and onboarding high-quality candidates, while managing a comprehensive recruiting database for future opportunities
- Policy Implementation & Event Management: Monitored the implementation of departmental policies, goals, and procedures, ensuring alignment with organizational objectives
- Planned and directed special events and activities, demonstrating exceptional organizational skills
- Financial & Administrative Management: Operated accounting software for record-keeping and data analysis
- Managed office administration effectively, ensuring streamlined operations and compliance with regulatory requirements
- Team Leadership & Performance Development: Managed team performance and development, focusing on career planning, training, skills development, and continuous communication
- Approved overtime and assisted in managing site expenses
- Problem-Solving & Compliance Expertise: Provided creative and practical solutions to various operational problems
- Gained experience in aviation regulatory security compliance, specifically with TSA and U.S
- Customs, enhancing compliance and risk management skills
Customer Advocate
Health Care Service Corporation (HCSC)
10.2015 - 01.2020
- Medical Information Management & HIPAA Compliance: Validated requests and authorizations for the release of medical information, adhering to HIPAA regulations
- Demonstrated expertise in handling sensitive medical data and maintaining confidentiality
- Customer Service & Inquiry Resolution: Provided exceptional customer support by addressing telephone inquiries and resolving medical claim issues
- Utilized excellent communication skills to assist customers, ensuring a high level of satisfaction
- Claims Processing & Data Accuracy: Efficiently processed medical claims, including CMS 1500 and electronic forms, ensuring timely and accurate completion
- Diligently verified client information and documentation for validity, using specialized software for data entry and report generation
- Cross-Departmental Collaboration & Process Improvement: Collaborated with various departments to meet customer needs and service requests
- Proactively identified and implemented process improvements, maximizing operational efficiency and enhancing service quality
- Policy Management & Follow-Up: Managed and updated existing policies, ensuring accuracy in account details, insurance coverage, and funds
- Conducted thorough follow-ups with customers on unresolved issues, demonstrating strong problem-solving skills and attention to detail
Education
Associate - Computer Networking
Remington College
Dallas, TX09.2015
High School Diploma - General Studies
Auburn High School
Rockford, IL05.2011
Skills
- Microsoft Office Suite
- Call Center Operations
- Account Management
- Quality Assurance
- Administrative Support
- ICD-10 Coding
- Medical Billing Processes
- Payroll Management
- Expense Management
- Talent Acquisition
- Recruitment
- Safety Monitoring
- Risk Analysis
- Client Relationship Management
- Sales Expertise
- Records Management
- Collections Actions
- Collections Procedures
Timeline
Customer Service Representative
Uhaul Moving And Storage
09.2024 - Current
Credit Manager
Rent-A-Center
02.2023 - 07.2024
Site Manager
ABM Industries, Inc
04.2022 - 01.2023
Assistant Manager of Operations
ABM Industries, Inc
04.2021 - 03.2022
Customer Advocate
Health Care Service Corporation (HCSC)
10.2015 - 01.2020
High School Diploma - General Studies
Auburn High School
Associate - Computer Networking
Remington College
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