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Erica Lewis

9808 Tolworth Circle Randallstown, MD 21133 443-414-2946 (c)
Areas of expertise include:
Decision Making Superior Organization Excellent Multitasker
Written and Oral Communication Team Leadership Ethical Behavior

CareFirst BlueCross BlueShield

August 2013- Present

Customer Service and Support Specialist

Respond promptly and professionally to inquiries from Subscribers, Providers/Staff, Agents/Brokers and Employer
Group Representatives via Telephone, Email, and Fax within established performance standards.
Examine adjudicated claims to identify key elements and processing requirements based on diagnosis, procedure,
provider, and dental/medical policy. Research, investigate and initiate resolution of pended claims by the processing
Calculate and verify deductibles, maximums, co-payments and coinsurance for resolving inquiries, facilitating
adjustments in an effort to initiate reporting of processing errors, overpayments and underpayments.
Develop and apply the ability to analyze customer contracts and needs involving current product mix, risk assessment,
and revenue impact.
Effective at providing service to clients as it relates to inquiries, identification of other insurance and coordination of
benefits, benefit exclusions, administration of direct pay, credit card payment, debit accounting and other enrollment and
billing transactions.
Develop service techniques and technical competence for the purpose of maximizing customer retention, satisfaction, and
potential financial savings.

Global Payments Inc.

March 2010 August 2013

ISO Client Specialist/Jr. Relationship Manager

Striving to deliver the Client Satisfaction Enforcing the vision and strategy of the account plans
Ensuring that the account plan aligned with the client objectives and interests in order to exceed the clients
Respond and resolve merchant level inquiries forwarded by the Client and/or Customer Service team, via e-mail
Ensuring that all inquiries are resolved within 5-7 business days or less.
Process EFTs, ledger entries and responsible for accounts payable and receivables.

Risk Analyst
I was responsible for identifying fraudulent and high risk transactions. Validate suspicions transactions with merchants
and issuing banks. I was able to place reserves and releases merchant funds where appropriate.
Handle escalated internal and external issues with little supervision

Montgomery County Police January 2009 March 2010

Public Safety Communications Specialist I

Received and evaluated calls from the public concerning crimes, fires, and medical emergencies
Obtained information required for dispatching field units and entering data into a computer as it is being received
Performed vehicle registration, driver's license, stolen vehicle and wanted persons checks by utilizing a criminal
justice information system
Performed call taker duties consisting of receiving detailed information from citizens requesting police or other
emergency service, entering this information into the CAD system, processing this information, and giving any
applicable instructions to the citizen
Used a wide variety of resource materials to aid police officers and firefighters in the field such as city and
telephone directories, law enforcement directory, street location guide and hazardous materials chemical book

HSBC Card Services December 2005 August 2008

Collection Representative II

Identified potential high risk accounts and solicit remedies and balance renewals to increase business revenue
and meet monthly standard
Contacted customers by telephone whose account(s) were past due, negotiated appropriate resolutions, document
and sent correspondence as appropriate in accordance with company policies and procedures
Handled legal action, charge-offs, and debt management
May 2006 August 2008
Assist Queue Representative

Assisted sales managers with coordinating and implementing sales strategies to reach business monthly sales
Delivered weekly briefings with Senior Management team where my mission was to discuss areas of coaching
and development for Customer Care Representative
Provided team coverage when a Unit Manager was absent
Handled escalated calls and emails and responded in a professional and timely manner
December 2005 May 2006
Customer Care Representative

Demonstrated a strong ability to identify, analyze and resolve customer problems regarding service, billing, rates,
adjustments, policies, etc.
Demonstrated ability to meet or exceed deadlines that satisfy customer requirements and needs promptly,
accurately and pleasantly
Provided a communicating link between customers needs and product(services) by clearly explaining features
and benefits of insurance and credit management


High School Diploma Catonsville Community College
Pikesville High School, Pikesville, MDPublic Health: Expected: Graduation 2015

Microsoft Office Suite 2010Google Apps
Lotus Notes

Oracle Financial