Customer Service Manager
Resume:
Paula Vanderburg
** *. *** ******** **. 732-***-****
Jackson, NJ 08527 *.**********@****.***
Professional Summary
A skilled Technical Writer with extensive Training, Customer Service, Management and Insurance
experience. A true multi tasker who can be relied upon to work well independently and perform job
duties with a positive attitude.
Core Competencies
Technical Writing Takes initiative Research Skills
Project Management Demonstrates empathy Information Mapping
Written Communication Skills Verbal Communication Skills Organizational skills
Training Development Instructional Design Medical Terminology
Problem Solving Team Collaboration
Professional History
Health Net of the Northeast Old Bridge, NJ 2000 2011
Training Curriculum Developer 2005 – 2011
Conduct research to ensure content is thorough, relevant, accurate, and current (interviews, facilitate focus
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groups, create process maps, collect and analyze data)
Convert technical information into user friendly instructional and communication material.
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Create a formal process for communicating critical information to front line associates.
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Develop and maintain an on line reference tool to include policies, procedures, and job aids for use by front
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line associates.
Assist in identifying best training practices through research of training theory and delivery methods.
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Support technological elements of training as necessary.
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Quality Review Specialist 2003 – 2005
Proactively identifies adverse trends and patterns. Provides recommendations for quality improvements,
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skill development and training to enhance service and productivity to the all levels within the Department
Actively participates in resolving difficult issues that are encountered by the Quality Review Staff, by
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communicating these concerns to the supervisor, while using any and all resources available to come up
with the best possible solution to the issue.
Claims Analyst 2000 – 2003
Develop and maintain a current and thorough working knowledge of various employer plan designs,
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products, policies and procedures and reference manuals.
Research and process claims according to established policies and procedures.
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Contact customers both internal and external on an as needed basis to ensure accurate adjudication of
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claims.
Respond to consumer inquiries regarding benefits, products and claims adjudication
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NylCare Manalapan, NJ 1998 – 2000
Claims Analyst
Review and process all claim types and lines of business, including coding and evaluation for program
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coverage.
Securing supplemental information as necessary by telephone or with written correspondence as needed to
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finalize pending claims.
Actively work with Customer Service and Client Services to answer questions and solve problems on
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specific claims in a timely manner.
Brunswick Recreation Centers East Windsor, NJ 1996 2003
Shift Supervisor
Supervision of staff in customer service, cash handling and loss prevention.
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Assisted manager in all areas of shift operations, including customer service, sales, accounting and
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reconciliation of business activity.
Promotes special events and increase customer satisfaction.
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Additional Employment History
B.Dalton Booksellers Freehold, NJ Assistant Store Manager
Reader's Market/Kmart Brick & East Brunswick, NJ Department Manager
Waldenbooks Manalapan, NJ Shift Supervisor
Education
Ocean County College
Professional Accomplishments
Langevin certificate for Instructional Techniques for New Instructors
Technical Skills
Word Acrobat Macess EXP MC400
Excel Photoshop Burgess Rumba
Captivate Snagit Audacity Sumtotal LMS
Powerpoint Articulate Netmeeting Visio
Lotus Notes Internet Explorer Full Shot CSI
Groupwise Firefox Snag it
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