LiveCareer-Resume

assistant manager resume example with 9+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Summary

To obtain role as an entry level analyst , in which I am given the opportunity to play a direct role in the unlimited growth and success of a solid organization.

Skills
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Experience
Assistant Manager, 01/2018 to Current
Jason's DeliRichardson, TX,
  • Provide direct supervision and guidance to the Enrollment staff
  • Ensure timely and efficient completion of Enrollment related tasks and responsibilities
  • Identify problematic areas of operation and implement strategies for process improvement and problem resolution
  • Manage Enrollment metrics and reporting
  • Create, implement, and participate in employee development and training programs to enhance the efficiency, knowledge base, and customer service skills of the Enrollment staff
  • Demonstrate comprehensive understanding of the Department of Medical Assistance Services (DMAS) Enrollment contractual requirements
  • Execute and interpret company and departmental policies and procedures that provide operational guidance to staff members
  • Ensure that enrollment related member materials are mailed in the timeframes outlined by DMAS
  • Assist with testing enhancements/upgrades to IDX/QNXT
  • Assist with operationalizing Virginia Premier Elite Plus Enrollment processes
  • Ensure members’ concern are appropriately addressed and resolved with the established timeframes set by DMAS
  • Ensure sufficient inventory with materials vendor in order to meet contractual deadlines
  • Ensure sufficient inventory internally in order to provide materials to members upon request
  • Develop, analyze, and distribute operational reports to Enrollment Manager and Director
  • Collaborate in cross-department projects and/or initiatives as directed by management
  • Assist in the management of enrollment related projects
  • Perform other duties as required.
Customer Care Representative I, 04/2017 to 01/2018
Anthem, Inc.Iselin, NJ,
  • Establish and maintain good working relationships with others in the organization
  • Enroll new members and update existing members in PharmScreen
  • Perform all contract edits to new and or existing contract to include demographic changes, newborns add, terms and add edits in QNXT
  • Assign new and re-enrolled members to a PCP based on age, zip code/county
  • Re-assign members to new PCPs when notified of panel dismissals or provider termination
  • Maintain a consistent minimum quality score of 85% and no more than 1 month with a score lower than 85% in a rolling 6-month period
  • When necessary serve as a liaison between the member and Commonwealth Coordinated Care by Virginia Premier, Virginia Premier Health Plan Inc or Virginia Coordinated Care with duties, ensuring that all inquiries are addressed in a timely and thorough manner and /or are forwarded to the appropriate person/department for follow-up
  • Create and forward daily staffing emails to appropriate staff
  • Facilitate training for new Member Engagement Representatives
  • Enter guardianship paperwork/custody orders into IDX system and Pivotal
  • Plan and facilitate Member Advisory Committee Meetings for members
  • Assist with testing for new software, products or enhancements to the system
  • Perform other duties as assigned.
Customer Care Representative I, 10/2016 to 04/2017
Peoples Bancorp Inc.Clay, WV,
  • Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims
  • Analyzes problems and provides information/solutions
  • Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database
  • Thoroughly documents inquiry outcomes for accurate tracking and analysis
  • Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
  • Researches and analyzes data to address operational challenges and customer service issues
  • Provides external and internal customers with requested information
  • Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature
  • Uses computerized systems for tracking, information gathering and troubleshooting
  • Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims
  • Seeks, understands and responds to the needs and expectations of internal and external customers.
Technical Service Representative, 06/2014 to 10/2016
Akzo Nobel N.V.Roanoke, VA,
  • Promoted quality customer experience, honest and committed customer care
  • Engaged in real-time troubleshooting with customers to resolve technical issues
  • Educated residential Cox customers about the installation and use of products
  • Captured opportunities to offer additional or upgraded services to customers as available
  • Worked in call center environment answering inbound customer calls concerning inquiries about Cox products
  • Discovered customer problems and identified resolutions, whenever possible, using company databases, customer information, and collaboration with other departments
  • Engaged in real-time troubleshooting and scheduled appointments for unresolved problems
  • Provided customer service by answering basic questions about programming over the phone and partnering customers with Sales for complex questions
  • Built customer loyalty by placing follow-up calls to customers action taken by other Cox departments
  • Provided customer support by asking questions and listening to customers
  • Kept customers informed about progress by checking the status of work orders in customer record system
  • Provided seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments.
Customer Care Assistant, 07/2012 to 06/2014
Bryanlgh Medical CenterCrete, NE,
  • Gathered information, researches/resolves inquiries and logs customer calls
  • Communicated appropriate options for resolution in a timely manner
  • Informed customers about services available and assesses customer needs
  • Developed and maintained positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
  • Scheduled work to ensure accurate phone coverage, monitored priority of calls and shifted calls to assure resolutions
  • Prepared standard reports to track workload, response time and quality of input
  • Operated PC/image station to obtain and extract information; documents information, activities and changes in the database
  • Responded to customer questions via telephone and written correspondence.
Technical Service Representative, 10/2009 to 02/2010
Akzo Nobel N.V.Garin, AR,
  • Provided exemplary customer service to internal and external customers
  • Managed cases in a timely manner
  • Demonstrated timely and efficient resolutions; process warranty, gift and evaluation letters accurately and appropriately
  • Built appropriate cases for each call according to guidelines; submit forms accurately, completely, and timely
  • Built and completed cases with detailed and accurate notes
  • Mastered performance evaluations by consistently receiving a rating of “Exceeding Work Expectations”.
Education and Training
Bachelor of Science: Computer Information Systems, Expected in 05/2007 to Virginia State University - Petersburg, VA
GPA:
Master of Science: Business Administration, Expected in 03/2021 to DeVry University - Chesapeake, VA
GPA:

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Resume Overview

School Attended

  • Virginia State University
  • DeVry University

Job Titles Held:

  • Assistant Manager
  • Customer Care Representative I
  • Customer Care Representative I
  • Technical Service Representative
  • Customer Care Assistant
  • Technical Service Representative

Degrees

  • Bachelor of Science
  • Master of Science

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