Customer Service Manager
Resume:
Kimberly Hiday
Indianapolis, IN 46254
Cell: 317-***-**** ********.*****@***.***
SUMMARY
Accomplished Administrative Professional with 14 years of experience in
providing outstanding customer service and support. Strong team player and
individual contributor with high level of accuracy, professionalism, and
commitment to confidentiality.
Major strengths include
Office Administration Project Management
Exceptional Customer Service Presentations
Medical Terminology Training
TECHNICAL SKILLS
Microsoft Office Suite Diamond / Facetes Ultera Imaging / ACS /
Filenet
PeopleSoft Brio / Hyperion / 10-Key Accounting
Verint
Lotus Notes Genesys Data Entry
Adobe Acrobat Tangible Answering Multi-line Phone
Work Experience
WellPoint, Inc.,Indianapolis, Indiana 2008 - 2010
Clerical / Clerk II
Anthem Blue Cross and Shield for state-sponsored business.
Created reports for Management, using Genesys and Diamond Reports, which
generated metrics for CSR such as member eligibility, need to call backs
members. Processed after hour call backs to be completed by CSR,etc.
Researched misdirected correspondence using Diamond, Filenet or ACS.
Ordered supplies and maintained supply inventory. Supported team sorting
faxes.
. Completed onboarding process for new employees, including computer
access, office set-up, etc. for one assimilation of 50 employees.
. Recognized by manager for exceeding expectations by reporting for work
during a severe winter storm event.
Bender Consulting Services, Indianapolis, Indiana 2007 - 2008
Clerical / Clerk II 2008
Anthem Blue Cross and Shield for state-sponsored business.
Generated regular Adherence Reports and Quality Reports, using Diamond
Reports for both managers and CSRs. Recorded metrics about CSR performance
on calls. Ordered supplies and maintained supply inventory. Supported
team sorting faxes and other duties assigned.
Clerical / Customer Service 2007 - 2008
Anthem Blue Cross and Shield for Individual Business Unit.
Responded to customer service calls by researching and problem solving
various issues. Reissued invoices in Hyperion. Collected insurance
premium payments. Entered data into system and facilitated a team of
customer service reps using the Facets program.
Kimberly Hiday Page Two
Traders Point Christian Church, Indianapolis, Indiana 2005 - 2006
Facility Operations
Greeted and directed guests. Completed special projects as assigned.
Maintained security for main entrance.
Bank One / J.P. Morgan Chase Bank, Indianapolis, Indiana 2000 - 2004
Operations Specialist
Completed administrative duties. Cross-trained in multiple areas.
Maintained ledgers.
. Charged with a goal of processing 2,400 payments each month; exceeded
goal with less than a 5% error rate.
. Named Employee of the Month for March 2004 for processing 100% of the
department's work for 8 states (meeting daily deadlines) alone due to the
unexpected absence of 2 co-workers.
State of Indiana, Department of Administration, Indianapolis, Indiana
1997 - 2000
Secretary
Performed front office duties. Prepared mass mailings monthly. Trained
new employees with front office duties.
EDUCATION
Candidate, AS, Business, Indiana Wesleyan University, expected September
2011
Certificate Program for Clinical Research
Certificate Program for Clinical Research, Indiana University,
Purdue University at Indianapolis, 2006
Administrational Business College, International Business College, 1994
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