Lilliam M.

Mata-Rivera

7201 Tortoise Court, Orlando,

FL 32810
Mobile: (407) 701-6261
Email: Lilliam.Mata-Rivera@hotmail.com

OBJECTIVE
To use my personality paired with my problem solving and analytical skills that I have gained through my education and job experience, to
obtain a position with a company that would provide opportunities for professional growth.

WORK EXPERIENCE
CNA Insurance

Maitland, FL

Jul 2008- Present

Resolution Specialist
Act as an account manager in the coordination of billing and collection activities for 20 U.S. branches

Work with external customers (broker, agent, and/or client) to determine/resolve escalated billing and collection disputes. Investigates and
resolves issues with various internal departments such as Underwriting, Claims, Billing, Auditing, etc.; Initiate best corrective action to
pursue collections before they become past due

Perform billing and collections reconciliations to invoice

Explain cash flow and loss sensitive billing methods and concepts to external customer and advise them on billing and collections matters;
Recommend payment settlement as necessary

Partner with Underwriting department to assist external customers with the best billing plan and collection methods available per policy

Review and rate accounts based on established guidelines to determine potential changes to future insurance policies

Establish forecast on payments based on client's previous payment history and make recommendations for non-renewal of policies

Assist agents and outside counsel with legal collection activities as needed

General Clerk

Worked the weekly ran flat cancel list which involves the research and verification of nonpayment of policy and cancellation of policy
Weekly audited the flat cancellation process worked by India subcontractor; Worked with management to resolve and issues found
Worked with the refund team to audit and verify the amount of return premium checks balanced correctly; Maintained department tracking
report of audit results
Contacted insured's or local agents directly to obtain the correct information needed to redistribute refund checks to the correct location
Assisted our Risk Control department in processing renewal inspections and creating recommendation letters
Trained to help out the customer service call center as needed

Walgreens Healthcare Plus

Orlando, FL

Nov 2001- Jun 2008

Pharmacy Technician

Read, translated, and inputted prescription information into system; Assisted pharmacists with tasks as needed

Contacted insurance companies regarding any patient benefit issues that may arise; Verified that prescription claims were billed properly

Verified that patients were receiving their orders in a timely manner; Worked to resolve any patient issues with orders once received
Specialty Department Technician

Worked with the tracking of high cost and temperature sensitive orders; Reported directly to Corporate Office the tracking data of orders

Contacted doctors offices to correct and validate prescriptions submitted to mail center; Contacted pharmaceutical manufacturers to get
authorization to place orders

Contacted patients for information regarding their order to ensure timely shipment and to schedule a delivery date to for their orders

Customer Service Representative

Answered patient calls regarding questions about their prescription order or their account; Redeemed payment over the phone for past
due balances; Contacted Fed-X, UPS, or DHL to track down packages and worked to resolve issues as needed; Requested reshipments
of medications when quantity was shorted or wrong medication was sent

Middleton Pest Control

Orlando, FL

Jul 2000- Nov 2001

Office Clerk; Renewal Coordinator

Sears Termite and Pest Control

Orlando, FL

Dec 1998 Jul 2000

Team Leader; Renewal Coordinator / Customer Service Representative

EDUCATION/TRAINING
Valencia Community College, Orlando, FL

University of Central Florida, Orlando, FL

Associate of Arts Degree

B.S. in Business Administration: Management (Expected Fall 2016)

APPLICABLE SKILLS AND STRENGTHS

 Ability to meet deadlines and perform under time-pressures

Experienced in coaching and developing new associates
Strong communication skills

Computer literate (Word, Excel, PowerPoint, Outlook)

Highly organized and detail-oriented
Strong people skills