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Customer Service Supervisor Resume Example

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Jessica Claire
, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary
Productive mid-level management professional seeking a position in upper management. Possesses a successful track record in management, quality customer service and building relationships.
Skills
  • Technical Writing Staff Management
  • Process Improvement Operations Management
  • Strategic Planning Team Building
  • Billing
  • CD
  • CMS
  • Coaching
  • Customer satisfaction
  • Customer service
  • Data entry
  • Documentation
  • Film
  • Team Building
  • Meetings
  • Migration
  • Operations Management
  • Developer
  • Performance management
  • Policies
  • POS
  • Problem resolution
  • Process Improvement
  • Progress
  • Recruitment
  • Requirements definition
  • Staff Management
  • Strategic Planning
  • Technical Writing
  • Transportation
  • Written
Work History
05/2019 to Current
Customer Service Supervisor Res-Care, Inc. Mendota, CA,
  • Manage and develop a team of 15 employees to ensure 100% customer satisfaction.
  • Manage the recruitment and selection process of potential applicants.
  • Monitor 100+calls daily to ensure customers’ needs are met systematically and correctly.
  • Direct the coaching process which include performance evaluation professional development.
  • Collaborate with other departmental areas to enhance process improvement and to provide training.
11/2018 to 05/2019
Customer Service Advocate I Bluecross Blueshield Of South Carolina Richland County, SC,
  • Accurately answered over 100 inbound calls regarding prior authorization request daily.
  • Advised providers and members status updates on authorization request.
  • Researched complex issues and provided providers with a resolution.
  • Escalated complex issues to upper management as needed.
04/2016 to 10/2018
Logistics Manager Hellofresh Az, TX,
  • Managed the daily the operations of to ensure policies were in compliance.
  • Outlined and monitored trucking for over 30 routes.
  • Assigned jobs to appropriate trucks to increase area coverage by 50%.
  • Negotiated rates for loads to reduce transportation cost.
05/2010 to 03/2016
Lead Business Analyst Total System Services, Inc. SD, State,
  • Supervised team members to ensure performance management.
  • Assigned tasks to associates and staffed projects to enhance optimal business flow.
  • Generated a series of reports that highlighted quarterly project progression and associate assignments.
  • Facilitated weekly meetings and followed up on action items.
11/1997 to 04/2010
Business Test Analyst I Bluecross Blueshield Of South Carolina District Of Columbia, DC,
  • Served as a project team member on requirements definition and testing activities.
  • Administered internal and external customer service.
  • Assisted customers on migration to new or revised products, applications and platforms.
  • Developed test matrices for POS and TOS claims.
to
Business Analyst Acadia Healthcare Inc. , ,
  • Performed testing of Medicare FISS claims processing system modifications.
  • Analyzed CMS, and system developer specifications to obtain understanding of system modifications.
  • Prepared written reports pertaining to system functionality and testing progress.
  • Developed test matrices to evaluate system functionality.
to
Project Testing Specialist , ,
  • Prepared test data and execute test transactions.
  • Prepared written reports pertaining to system functionality and testing progress.
  • Documented outcome of test cases and record problems and issues in appropriate channels and assist in problem resolution.
to
Claims Associate I,II,III , ,
  • Distributed tasks to associates and staff.
  • Trained and coached associates and staff members on new system changes.
  • Cross trained data entry associates.
  • Analyzed customer problems regarding claims and provided information or solutions.
  • Received inbound calls from Medicare Center and provided claims information to beneficiaries.
  • Researched and resolved billing and medical issues.
to
Clerk I , ,
  • Imaged claims, correspondence and other documentation.
  • Operated film digitizer to convert hard copy images (film) into digital format.
  • Utilized CD burner to import images and/or print films.
Education
Expected in 11/2013
Bachelor of Science: Business, Organizational Innovation
University of Phoenix - Phoenix, AZ
GPA:
Work History
05/2019 to Current
Customer Service Supervisor
BlueCross BlueShield of SC Columbia, SC
  • Manage and develop a team of 15 employees to ensure 100% customer satisfaction.
  • Manage the recruitment and selection process of potential applicants.
  • Monitor 100+calls daily to ensure customers’ needs are met systematically and correctly.
  • Direct the coaching process which include performance evaluation professional development.
  • Collaborate with other departmental areas to enhance process improvement and to provide training.
11/2018 to 05/2019
Customer Service Advocate I
Kelly Services/ BlueCross BlueShield of SC Columbia, SC
  • Accurately answered over 100 inbound calls regarding prior authorization request daily.
  • Advised providers and members status updates on authorization request.
  • Researched complex issues and provided providers with a resolution.
  • Escalated complex issues to upper management as needed.
04/2016 to 10/2018
Logistics Manager
CeeKay Transport LLC Columbia, SC
  • Managed the daily the operations of to ensure policies were in compliance.
  • Outlined and monitored trucking for over 30 routes.
  • Assigned jobs to appropriate trucks to increase area coverage by 50%.
  • Negotiated rates for loads to reduce transportation cost.
05/2010 to 03/2016
Lead Business Analyst
Quality Software Services, Inc Columbia, SC
  • Supervised team members to ensure performance management.
  • Assigned tasks to associates and staffed projects to enhance optimal business flow.
  • Generated a series of reports that highlighted quarterly project progression and associate assignments.
  • Facilitated weekly meetings and followed up on action items.
to
Business Analyst
CRs ,
  • Performed testing of Medicare FISS claims processing system modifications.
  • Analyzed CMS, and system developer specifications to obtain understanding of system modifications.
  • Prepared written reports pertaining to system functionality and testing progress.
  • Developed test matrices to evaluate system functionality.
to
Project Testing Specialist
,
  • Prepared test data and execute test transactions.
  • Prepared written reports pertaining to system functionality and testing progress.
  • Documented outcome of test cases and record problems and issues in appropriate channels and assist in problem resolution.
11/1997 to 04/2010
Business Test Analyst I
BlueCross BlueShield of SC Columbia, SC
  • Served as a project team member on requirements definition and testing activities.
  • Administered internal and external customer service.
  • Assisted customers on migration to new or revised products, applications and platforms.
  • Developed test matrices for POS and TOS claims.
to
Claims Associate I,II,III
,
  • Distributed tasks to associates and staff.
  • Trained and coached associates and staff members on new system changes.
  • Cross trained data entry associates.
  • Analyzed customer problems regarding claims and provided information or solutions.
  • Received inbound calls from Medicare Center and provided claims information to beneficiaries.
  • Researched and resolved billing and medical issues.
to
Clerk I
,
  • Imaged claims, correspondence and other documentation.
  • Operated film digitizer to convert hard copy images (film) into digital format.
  • Utilized CD burner to import images and/or print films.
Certifications
Technical Writing Staff Management Process Improvement Operations Management Strategic Planning Team Building
Skills
  • Billing, CD, CMS, coaching, customer satisfaction, customer service, data entry, documentation, film, Team Building, meetings, migration, Operations Management, developer, performance management, policies, POS, problem resolution, Process Improvement, progress, recruitment, requirements definition, Staff Management, Strategic Planning, Technical Writing, transportation, written
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    Resume Overview

    School Attended
    • University of Phoenix
    Job Titles Held:
    • Customer Service Supervisor
    • Customer Service Advocate I
    • Logistics Manager
    • Lead Business Analyst
    • Business Analyst
    • Project Testing Specialist
    • Business Test Analyst I
    • Claims Associate I,II,III
    • Clerk I
    Degrees
    • Bachelor of Science

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