High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth. While I am able utilize my strong analytical, customer
service and communication skills while driving overall success and
10-key, Administrative skills, Articulate, benefits, billing, CPT, Customer service skills, customer support, DCA, FSA, ICD-9, Insurance, Microsoft PowerPoint, Microsoft Word, communicator, quality assurance, phone, typing, 35 wpm
Excellent 10-key typing
35 wpm alphanumeric
Knowledge of ICD-9 and CPT codes
Healthcare Reform Experience
Fringe Benefit Experience (HRA, FSA, DCA, HSA)
Supervision and training
Calm under pressure
Complex problem solving
Service Quality Improvement
Cross-functional team management
Customer Service Manager01/2010 to Current MedcomJacksonville, FL
Managed team of 10 of professionals.
Initiated program that standardized employee training and led to increase in customer satisfaction by 12%.
Boosted customer support service for the Fringe Benefit Department.
Streamlined and assisted management with gathering claim processing counts
Assessed and assisted management with gathering call data for all phone representatives.
Reviewed quality assurance call monitoring and conducted training with phone representatives.
Service Provider Specialist01/2010 to 11/2011 Aetna Insurance CompanyJacksonville, FL
Provided claims processing and calculation procedures.
Resolved constituents billing complaints.
Provided benefit information to medical offices (i.e.
co-pay and deductible).
Provided customers with information in reference to products, services, and benefits offered by Aetna.
Sales and Service Representative02/2005 to 12/2009 Wachovia BankJacksonville, FL
Established business and personal checking, savings, and loan accounts.
Assisted customers with personal and business accounts.
Met and exceeded monthly individual and team goals.
High School Diploma1996Edward White High SchoolJacksonville, FL