Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of service operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Forward-thinker with expertise in writing procedures, setting goals, quality standards and training initiatives while leading quick and efficient attainment of objectives. Highly effective at building team cohesion by training members techniques, procedures and processes for high-quality service and peak performance.
Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and inventory control. Enthusiastic project manager with ten years of experience planning, leading and improving activities to support successful business operations.
Driven to maximize cooperation through adaptable, friendly approach. Quick-thinking innovator with ten years of experience guiding teams and boosting performance. Strategic in developing policies, managing staff and successfully shifting departments forward while simultaneously maintaining output of products and/or service. Focused on motivating staff and working with diverse personality types to drive improvements.
Skills
Strategic Planning
Financial Management
Project Management
Business Relationship Development
Sales / Operational Management
Culture Development
Employee Supervision
Service Level Agreement Management
Client Relationships
Service initiatives support
Recruiting and Hiring
Employee reviews
Relationship building
Coaching and mentoring
Inventory management
Staff training/development
Work History
Federal Employee Program Customer Service Advocate, 12/2022 - Current Stripe – IL, State,
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses regarding medical claims and benefits.
Researched and analyzed policy contracts to verify proper payment of claims.
Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
Reviewed provider coding information to report services and verify correctness.
Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
Used administrative guidelines as resource or to answer questions when processing medical claims.
Verified patient insurance coverage and benefits for medical claims.
Identified and resolved discrepancies between patient information and claims data.
Monitored and updated claims status in claims processing system.
Evaluated medical claims for accuracy and completeness and researched missing data.
Pharmacy Service Advocate, 07/2021 - 07/2022 Nidec Motors – Princeton, IN,
Managed over 75 customer calls per day
Processed incoming drug orders, provided consultations and answered inquiries from patients, healthcare professionals and physicians regarding drugs, potential side effects and specified use.
Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
Conducted employee training programs to achieve optimal level of performance during customer interactions.
Acted as Subject Matter Expert (SME) for department to promote consistent service level.
Manager, Service Account Management, 05/2014 - 04/2019 UnitedHealth Group – City, STATE,
Oversaw all aspects of managing service team including staffing, training, reporting, metrical analysis, annual budgeting, travel planning, reward/recognition programs, incentive planning, future strategic planning, employee/team engagement, system capabilities, capacity planning, etc.
Lead service team that fluctuated from 40 to 130 employees, in providing highest level of service, remaining engaged in company initiatives, and staying abreast of policies and procedures.
Responsible for understanding impact of service on other parts of renewal process and company, and for identifying and coordinating projects to improve service experience or system enhancement.
Managed a department consisting of multiple layers of staff including supervisors, subject matter experts (SME's), and frontline staff
Developed and managed relationships with key decision makers in order to influence renewal outcomes
Identified/coordinated internal resources across multiple business units to address hindrances to efficient and effective service
Highest survey increases 2015-2017 for Employee Engagement and Manager Effectiveness (7% & 5%)
Decreased Open Inventory (20+ days) by 75%, which was later adopted by model
Spearheaded department's transition to utilizing Web-ex meeting facilitation, which thereby increased employee engagement and manager effectiveness
Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
Strengthened relationships with current accounts through consistent and frequent communication.
Boosted team productivity by enhancing performance monitoring and instituting motivational approaches.
Supervisor, Service Account Management , 04/2006 - 05/2014 UnitedHealth Group – City, STATE,
Supervised staff of 15-28 employees in providing exemplary one-to-one service for Small Business, Key Accounts, and Major and Public Accounts
New hire interviewing, onboarding, and training
All aspects of performance management including reporting/metrical analysis, regular one-on-one meetings, coaching, rewards and recognition, strategic improvement planning, corrective action process, etc.
Created partnerships with clients to foster open lines of communication and drove identification of ongoing business opportunities and issues
Served as first point of contact for escalated concerns and triage concerns, coordinated resources, and identified/implemented mutually beneficial resolution
Coordinated with other internal functions and business leaders to complete projects and address ongoing service needs, as well as improved effective implementation/delivery of services
Utilized creative ways to engage a team of professional Service Account Managers
Evaluated and analyzed client satisfaction metrics/data, and all other metrical requirements
Provided coaching based on team results and conducted performance management activities as needed
Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention.
Service Account Manager, 09/2004 - 04/2006 Company Name – City, State,
Liaison between Health Carrier and Broker, Group and Member as well as internal Sales Team
Built and maintained several major working relationships with partners that assisted throughout career
Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
Exceeded sales goals and market competitions through effective negotiation of product and material pricing, freight and delivery rates and employee payment terms.
Elevated account management by predicting potential competitive threats and outlining proactive solutions.
Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
Increased longevity of accounts by providing individualized customer service and developing relationships with account holders.
Researched emerging industry trends, new applications, concepts and procedures for clients to update current training curriculum.
Liaised between account holders and various departments, communicating effectively to maintain customer satisfaction and uphold company protocol.
Senior Customer Service Representative, 07/2003 - 09/2004 Company Name – City, State,
Expert in analysis and examination of data in order to identify key facts to resolve specific matter
Engaged clients in person and over phone to answer questions and address complaints.
Proven ability to establish quick rapport with customers and resolve issues effectively and efficiently
Improved customer experience by spearheading the “retro-exception” policy for members/groups that needed past changes made who previously had no recourse.
Education
Bachelor of Arts: Ministry, Expected in 08/2011 - Share A Prayer Seminary - Minneapolis, MN, GPA:
Associate of Science: Accounting, Expected in 03/2007 - Northwestern College - Hickory Hills, IL, GPA:
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School Attended
Share A Prayer Seminary
Northwestern College
Job Titles Held:
Federal Employee Program Customer Service Advocate
