Resume

Customer Service Manager

Location:

Indianapolis, IN, 46226

Posted:

July 15, 2011

Contact this candidate

Resume:

[pic]

RONALD M. CARTWRIGHT JR.

[pic]

**** ************ **., ************, ** 46226

Home 317-***-****, Cellular 317-***-****, abg5uh@r.postjobfree.com

CAREER SUMMARY

[pic]

. Self-motivated, articulate individual with 11 years experience of

exceptional leadership, organizational and supervisory skills,

encompassing key values of integrity, honesty, appreciation, teamwork,

growth and results-orientation with an eye toward continuous improvement.

. Respected team leader with excellent interpersonal skills. Interact well

with individuals from diverse cultures and all professional levels.

Teach, train, mentor, motivate and evaluate personnel to achieve the

highest quality standards.

. Lead special projects and provide strategic insight into operations.

Effectively manage and prioritize multiple responsibilities. Ensure

adherence to policies and procedures to achieve objectives in quality,

production, call center/ customer service practices and cost.

AREAS OF EXPERTISE

[pic]

. Recruiting and Hiring Staff

. Performance Evaluations

. Payroll Reporting

. Personnel Supervision

. Field Management

. Managing Approval Activities

. Quality Control

. Organizational Management

. Approving All Exceptions

. Managing Approval Activities

. Scheduling Staff

. Call Monitoring

. Monthly and Quarterly Forecasting

. Budgeting and Controlling Expenses

. Training and Staff Development

. Motivating through Incentives / Contests

. Part A and Part B Medicare policies

. ICD9 and HCPCS Coding and Medical Billing

PROFESSIONAL EXPERIENCE

[pic]

Unit Collections Manager 2007 to 2010

[SallieMae] Student Assistance Corporation, Indianapolis, Indiana -

Managed $50 million in monthly collections and oversaw 20 default

prevention collectors actively pursue delinquent borrowers, averting

numerous defaults and thereby assisting schools in lowering their default

rate.

* Ensures compliance with all applicable policies, procedures, laws, and

regulations to ensure that established corporate, client and divisional

goals were met and exceeded.

* Provided performance coaching and implemented strategies for career

development

* Analyzed team and individual goals and statistics; developed and proposed

strategies, policies and procedures that ensured effective and efficient

operation of the activities within my direct reports and the department at

competitive levels.

North and Central Region of Indiana Field Member Services Supervisor

2002 to 2006

[United Healthcare Group] AmeriChoice, Indianapolis, Indiana -

Responsibilities included: Managing up to 20 Benefit Advocates in a north &

central state region.

* Acted as liaison between Benefit Advocates and other departments, outside

agencies, and OMPP: OfficeofMedicaidPolicyandPlanning, FSSA, or MCO

representatives.

* Analyzed team and individual statistics; prepared reports

* Devised and implemented incentive programs to improve stats while

maintaining QA

* Trained team and peer supervisors on new program information and policies

* Collaborated with other Regional Supervisors to develop and implement

department goals, objectives and procedures in accordance with program

objectives and MCO contractual responsibilities

* Recruit, interview, hire, and train new Benefit Advocate staff members.

Indiana & Kentucky Beneficiary Assistance Customer Service

Supervisor/Specialist (PROMOTION) 1998 to 2001

[Anthem] AdminaStar Federal, Indianapolis, Indiana -

Acted as the team lead for Indiana & Kentucky Part A and Part B Beneficiary

Assistance Department.

* Oversaw all daily activities of 15 Customer Service representatives.

* Performed quality audits and other unit CPE measurements.

* Analyze team and individual statistics; prepared reports.

Customer Service Representatives III

* Answered requests by phone, mail, or in person (walk- ins) regarding

MEDICARE insurance claims or policies.

* Other duties included Medicare Secondary Payer updates, Distribution

conflicts, and Fraud and abuse referrals.

EDUCATIONAL BACKGROUND

[pic]

B.S., Sociology, Minor: Psychology

Alabama Agricultural & Mechanical University

H.S. Diploma, Liberal Arts 1989

Cathedral College Preparatory High School

PROGRAM DEVELOPMENT

[pic]

. Spearheaded development, planning, Implementation and customer

service strategies of company-wide Quality Call Monitoring Program (QCM)

process improvement, for AdminaStar Federals (Anthem) Beneficiary

Assistance & (DMERC) Durable Medical Equipment Regional Carrier

Departments. Resulting in a decreased call handle time and after call

time, and 30% reduction of Beneficiary complaints.

. Essential contributor in development, planning and State-wide strategies

of implementation for the Medicaid Select Program to all (DFR) Department

of Family and Children offices.

SYSTEMS KNOWLEDGE

[pic]

. ACMS Systems

. IPAL Connection Systems

. ACD Reporting

. Concur Expense System

. Lucent CMS

. Aspect

. Lucent G3R

. FISS Systems

. Lexus Nexus Accurint

. AIM

. Blue Pumpkin

. Custom View Director

. Nortel Networks Symposium

. TCS

. Report Runner

. Crystal Reports

. Novell

. PeopleSoft

. Citrix

. SQL

. Kronos Workforce Timekeeper

. Borrower Pursuit System

. Avaya Predictive Dialer

. FastData Web

PROFESSIONAL TRAINING

[pic]

. Conflict Management

. Sexual Harassment

. Project Management

. Time Management

. Resource Management

. Team Building

. Diversity In The Workplace

. Strategic Management

. Customer Service Excellence

. Leadership Training

. Seven Habits of Highly Effective People

. Problem Solving/ Decision Making

HONORS

[pic]

. 2001, Outstanding Performance Award, Indiana & Kentucky Customer Service

Department, [AdminaStar Federal] Anthem, Indianapolis Indiana. Annual

award bestowed on Employee that has exemplified exceptional customer

service and attendance.

. 2001, 2001 edition of International WHO'S WHO of Professionals, WHO'S WHO

Historical Society, Boston, MA

[pic]

RONALD M. CARTWRIGHT JR.

[pic]

5390 Brendonridge Rd., Indianapolis, IN 46226

Home 317-***-****, Cellular 317-***-****, abg5uh@r.postjobfree.com

ADDENDUM

[pic]

CAREER SUMMARY

[pic]

Business Consultant 2010 to Present

B.A. Roper & Associates, LLC, Indianapolis, IN -

*Coordinate marketing and sales to prepare updates for internal Web site.

*Drafted, prepared, and monitored correspondence, scheduled appointments,

coordinated travel arrangements, and produced documents.

*Greeted guests, performed general front office duties, answered phones,

scheduled appointments, and maintained reservation database.

*Demonstrate sound judgment, decisiveness, and well developed planning,

analytical, and communication skills in a variety of progressively

responsible and challenging assignments.

Account Executive Manager 2007 to 2007

DHL GlobalMail & SmartMail, Indianapolis, IN -

*Acted as primary link between the external clients and DHL GlobalMail,

acting upon the information received from the client to meet their product

request for product fulfillment.

*Other duties include create work instructions for other departments,

research client and their specific inventory issues, set up and procurement

of new business and accounts and set account priorities.

Vacation Planning Supervisor 2002 to 2002

Resort Condominiums International, RCI, Indianapolis, Indiana -

*Oversaw a team of associates combining customer service and sales skills

to assist our members with planning resort vacations.

*Responsible for establishing and maintaining effective relationships with

customers and gaining their trust and respect.

*Focused team to be dedicated to meeting the expectations and requirements

of internal and external customers-acting with the customer in mind.

PROFESSIONAL REFERENCES

[pic]

Erikka Smith-Yohler

Director of Carrier Operations, AdminaStar Federal, Inc.

National Government Services

Phone: 317-***-****