Customer Service Manager
Resume:
Marcus Roberts
*** ********* ***** ● So. San Francisco, CA 94080
415-***-**** (c) ● acn3pn@r.postjobfree.com
Qualifications Summary
Accomplished professional with more than 10 years corporate and government experience within the non-profit,
educational operations, and document management industries. Detailed-oriented professional with strong leadership
and excellent customer service skills committed to process and quality improvement. Experience in training
development and delivery, motivation and team building/leadership, general project management, negotiation, and
mediations. Proficient in prioritizing and completing tasks in a timely and efficient manner, yet flexible enough to
multitask when necessary. Enjoys learning new programs and processes. Reliable, hardworking, and dedicated team
player who works well under pressure and with minimum supervision.
Education
Bachelors of Arts, African American Studies, University of California at Los Angeles, CA, 2012
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Associates of Arts, Intercultural Communications, Foothill College, Los Altos Hills, CA, 2010
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Skills Summary
Document Management Special Event Planning
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Sales Management Group and Individualized Training
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Excellent Communication Skills Fundraising
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Educational Program Development Effective problem solving and Outstanding
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Customer Service
Team Building
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Sales Force
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Relevant Professional Experience
Case Manager Pro Unlimited at Genentech/ 2014 to Present
Roche,
San Francisco, CA
Provide consistent customer focused reimbursement support to patients, distributors, and physician offices,
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resulting in expansion of customer referrals in the territory, both new and conversion referrals.
Provide customers with education and assistance to navigate easily through the reimbursement process and
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on-line portal.
Regularly identify barriers to patient access to treatment and continually identify and recommend program
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efficiencies to Leadership and external groups such as Field Managed Care and Sales.
Establish strong relationships with Field Partners, MD offices, pharmacy partners and fellow coworkers.
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Conduct medical benefits, coverage and payer research/investigations to ensure appropriate resources,
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compliance with payer appeal and policies that pertains to general medical benefit practices within
compliance timelines.
Manage all steps, timing and outcomes during appeal process. Including completing written
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communications to patients and other external parties on appeal progress in a metric-driven environment.
Efficient use, entry and navigation of the Case Management System (Sales-force) and reviewing all
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necessary documents in document viewer, patient level or previous case.
Report adverse events and document it in the Case Management System.
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Understanding of payers and rules: private vs. public, major medical vs. prescription benefit management,
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Medicare, Medicaid and Tricare, etc.
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Relevant Professional Experience
Special Education San Francisco Unified School 2012 to Present
Paraprofessional District (SFUSD), San Francisco,
CA
Facilitate small group collaboration with students to increase fine motor skills, communication skills as
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well as conduct instructional exercises allocated by the teacher.
Track and monitor student progress using SFUSD database system.
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Process educational documents for transfer and incoming students.
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Assist special needs students from diverse backgrounds to support their individualized education plans
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(I.E.P).
Support instructors with developing action plans as well as preparations for creating interactive lessons that
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foster learning.
Program Worker/Assistant The First Tee of San Francisco, 2004 to 2013
Program Manager San Francisco, CA
Partnered with the City and County of San Francisco and First Tee Board members to oversee the
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maintenance and upkeep of the Golden Gate Golf Course.
Instrumental in the development and planning of yearly budgets and program cost analysis.
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Recognized for establishing new strategies and plans for increasing parent and student interest in the
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program.
Planned outreach strategies to recruit coaches and students.
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Increased student interest and participation over 3 years by 40%.
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Accountable for tracking all participants in the First Tee National database.
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Developed program curriculum to improve at-risk youth high school retention rates.
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Responsible for oversight of The First Tee Golf and Life Skills Program development for youth in-school.
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Mentored youth ages 7-18 and provided life skills and golf training.
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Organized community outreach services targeting at-risk youth in San Francisco Unified School District.
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Developed and implemented weekly lesson plans that included setting goals and objectives.
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Supervised groups of 10-20 students during community-based events.
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Exercised behavioral strategies to maintain group order.
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Developed a strategic plan to organize and implement structure for the first minority Girls Only Group
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targeting at-risk teenagers.
Assistant Special Project Ralph J. Bunche Center for
Coordinator/Administrative African American Studies, Los 2011 to 2012
Assistant Angeles, CA
Developed applicant forms and brochures for various units by researching and updating information as
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needed.
Edited conference, lecture, and seminar materials.
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Assisted with planning guest lectures visits and accommodations.
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Responsible for generating monthly reports and budgets for the Bunche Center.
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Attended weekly construction meetings; prepared, distributed and obtained approval of team meeting
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minutes.
Extensive knowledge of web-based documents control system utilized to post and log all projects for
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committees review and approval for project budgets.
Assisted the document management specialist with program policy and procedure development.
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Supported office manager and other development team members in achieving both quantitative and
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qualitative targets.
Maintained database for Bunche Center special events by performing queries and generating reports.
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Provided oversight and coordinated guest lecturers and event setup in compliance with University
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requirements.
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Financial Aid Document
Management/Administrative University of California Los 2010 to 2011
Assistant Angeles, Los Angeles, CA
Responsible for staying abreast of current regulations and maintaining compliance with federal regulations
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pertaining to Financial Aid Guidelines.
Managed database systems in compliance with University protocol.
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Organized and scanned classified documents in accordance with FASFA regulations.
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Conducted research projects to assist department leadership in identifying fraudulent documents and errors
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within student documentation.
Supported manager with daily preparation of reports and utilized database to log, upload, and track
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documents.
Processed student financial aid applications and other FASFA documents.
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Responsible for uploading electronic student documentation to the University and Federal Student Aid
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Offices.
Collaborated with colleagues and other personnel to organize the University’s fall 2010 Financial Aid Fair.
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Cordillera Mental Health Center, 2001 to 2003
Residential Counselor
San Francisco, CA
Managed a caseload of 15-25 clients.
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Provided support, referrals and advocacy for mental health conditions such as drug and alcohol abuse,
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mood disorders, depression, and psychosis disorder.
Responsible for scheduling client medical appointments.
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Used active listening and other counseling skill sets to establish rapport, assess client emotional state and
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communication style, as well as to determine the unique needs of clients.
Prepared nightly client interaction summary reports.
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Document Management and File San Francisco Public Defender 2000 to 2001
Clerk Office, San Francisco, CA
Utilized court database system to update and process legal files.
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Uploaded data to the case management information system.
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Created and maintained records and information in the database.
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Prepared documents and organized materials for trial.
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Worked with court staff to coordinate dockets, hearing dates, and execution of documents.
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Provided legal note taking for various attorneys.
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Scheduled meetings for several attorneys.
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Shipping and Receiving Stewart Chevrolet, San Francisco, 1999 to 2001
CA
Coordinated with distribution suppliers and maintained all shipping and receiving activities to ensure
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sufficient stock of inventory.
Responsible for logging and tracking system of automotive parts in company database.
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Organized and maintained parts inventory.
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Assisted with managing phone orders and delivering parts to customers.
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Completed ad hoc duties assigned with attention to time constraints.
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Training
Genentech/ Roche
Billing and Coding
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Coverage and Payment
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Reporting Adverse Events
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Benefit Investigations and Prior Authorizations
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Sales Force
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Product Quality Control 1 & 2
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Information Security
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• Sales Force
The First Tee of San Francisco
First Tee National Training Phase 1 – June 2006
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• First Tee National Training Phase 2 – June 2007
Ralph J. Bunche Center for African American Studies
Bunche Center Database System Document and Archive Management – August-December 2011
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UCLA Internal Database Systems and Compliance Training – August 2010
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Professional Achievements and Affiliations
ARMA International, Professional Member, September 2014
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UCLA Black Student Association, Chief Officer, June 2012
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Awarded the Ralph J. Bunche Center Adderall Scholarship for demonstrating outstanding academic
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achievement in research, September 2011
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