Manager - Employer and Key Accounts Resume Example
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MANAGER - EMPLOYER AND KEY ACCOUNTS
Summary
A dedicated, hard working manager who leads with honesty and integrity. Skiled and committed, I've led small and large teams, been responsible for multiple departments and managed teams across the US.
Skills
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Accomplishments
Successfully built a call center starting with 3 reps to over 100 to include: creating training materials, training reps, creating policies and procedures, building out a brand new quality assurance department, reporting progress to senior managment, implementing new scheduling and reporting software, and providing employees with tools to succeed and promote.
Experience
May 2015 to Current
Benjamin Franklin Plumbing Ocean CityWilmington , DEManager - Employer and Key Accounts
- Assist and monitor account management team in the performance of their daily tasks.
- Collaborate with upper management to establish and approve staff workloads, work methods and performance standards, policies and procedures and training opportunities.
- Design and test benefit plans to ensure claims adjudication occurs error free.
- Maintain client satisfaction throughout plan implementation, post-implementation and all other related service activities.
- Provide consultative support to other operational departments to include researching issues and collaborating on solutions.
- Perform user-acceptance testing on system enhancements including creating test plans, documenting and communicating test results.
- Assist account managers with benefit review presentations.
- Prepare and execute staff performance evaluations and goal setting, lead and mentor staff to improve skillset and career potential.
April 2010 to April 2015
Benjamin Franklin Plumbing Ocean CityAledo , TXPharmacy Help Desk Manager
- Managed a team of 6 supervisors and a help desk team of 100 reps, supporting all lines of business (commercial, Medicaid, Medicare and discount cards).
- Managed the Help Desk Quality Assurance department to ensure calls were monitored, feedback was provided to the reps and supervisors and trending was reported to upper management.
- Interviewed, hired, evaluated, coached, disciplined and terminated when necessary.
- Assisted and monitored calls for supervisors and representatives, took escalated calls when necessary.
- Worked with upper management and call centers in Ohio and Florida to ensure consistency and thorough communication.
- Built/created new trainings and policies and procedures for the help desk.
- Collaborated and assisted Account Managers with maintaining a positive relationship with our clients.
- Assisted management and other departments with projects and training.
August 2008 to April 2010
Envision Rx OptionsCity , STATEPharmacy Help Desk Supervisor
- Assisted in the startup and growth of Envision's California pharmacy help desk.
- Led a team of 40 inbound phone reps.
- Facilitated new training for incoming reps and refresher training for seasoned reps.
- Assisted the reps with their calls and took escalated calls when necessary.
- Built and supervised the help desk Quality Assurance department to monitor calls and provide feedback to the reps and trending to the management team.
- Interviewed, coached and terminated reps to include reviewing and updating their time keeping, managing time off and scheduling.
November 2007 to August 2008
Volt Technical Resources For AppleCity , STATECall Center Supervisor
- Lead a team of 45 inbound phone agents that provided technical support for Apple's iPhone.
- Kept track of attendance and aux code usage, sales and reviewed time cards and time off requests.
- Assisted in the startup of Apple's Rancho Cordova Flex site including team building, training, analyzing trends, implementing new processes, and meeting/exceeding specified goals.
- Interviewed, hired, monitored, evaluated, coached, disciplined and terminated agents when necessary.
October 2000 to April 2005
Eyefinity IncCity , STATECall Center Supervisor
- Supported and motivated agents in their day to day activities, supporting health care professionals in the submission of their insurance claims and navigation of the claims web site.
- Took escalated calls and researched issues for, reps, eye doctors and their staff.
- Interviewed, hired, monitored, evaluated, coached, disciplined and terminated agents when necessary.
- Kept track of attendance and aux code usage, sales and reviewed time cards and time off requests.
Education and Training
July 2008
University of Phoenix
Business Management Information Systems
Bachelor of ScienceBusiness Management Information Systems
Business Management Information Systems
Bachelor of ScienceBusiness Management Information Systems
Interests
Camping, hiking, biking, jogging, kayaking, reading, volunteering, traveling, cooking, family, outdoors, baking
Skills
Account management, Apple, Cisco, oral communication, clients, email, goal setting, Help Desk, hiring, insurance, team building, team leadership, management, mentoring, MS Office Suite, Excel, Outlook, PowerPoint, Sharepoint, Windows, Windows XP, Word, performance management, phone systems, policies and procedures, presentations, quality assurance, researching, scheduling, written communication
Additional Information
OTHER ACHIEVEMENTS *Volunteering for Dress For Success, a local non profit *Licensed Real Estate Agent from 3/2006 to 3/2010 *Volunteered/Managed local wrestling club
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Resume Overview
School Attended
- University of Phoenix
Job Titles Held:
- Manager - Employer and Key Accounts
- Pharmacy Help Desk Manager
- Pharmacy Help Desk Supervisor
- Call Center Supervisor
Degrees
- Business Management Information Systems Bachelor of Science
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