Management Customer Service

Kim L. Eastern

*** ********* **. **. • Maryland Heights, MO 63043 • 314-***-**** • abgynp@r.postjobfree.com

PROFESSIONAL SUMMARY

• Excellent leadership, planning, organization, analytical, critical thinking, problem-solving, public

speaking, and time management skills.

• Strong ability to develop rapport with individuals of diverse backgrounds and personalities.

• Well-organized and efficient, quickly learn procedures and methods, with major strengths in

planning, team building, listening, time management, and communication.

• Noted for outstanding communication skills, a positive attitude, with an exceptional ability to

relate to people of all ages and backgrounds.

• Work well in any business environment, consistently producing exceptional results, and

effectively interacting with individuals at all levels.

• Computer literate and have an excellent working knowledge of Microsoft Word, Excel, and

PowerPoint, along with online classroom platforms.

EDUCATION

Doctor of Philosophy in Organization and Management Expected 2012

Specialization in Information Management Technology

Capella University, Minneapolis, MN

Classes included: Managing and Organizing People, Quantitative and Qualitative Research Techniques,

Survey Research Literature in Information Technology Management and Planning, Organizational

Strategy, Principles of Organization Theory and Practice, Information Technology Technical Foundations,

Management Theory Creation, Information Technology Delivery, Survey of Applied Research Methods,

and Information Technology Strategy and Management

Registered Health Information Management Administrator Expected 2012

Certification Program in Health Information Management

Stephens College, Columbia, MO

Classes included: Information and Advanced Information Systems, Principles of Management, Legal and

Ethical Issues in Health Information Administration, Management of Clinical Classification and

Reimbursement Systems, Health Information Systems, Principles of Healthcare Finance, Integrated

Quality Management, Human Resource Management, and Management of Health Information Centers

Master of Science in Business Administration 2005

Fontbonne University, Saint Louis, MO

Classes included: Management of Information Technologies, Business Statistics, Operations

Management, Managerial Accounting, Financial Management, Managerial Economics,

Marketing Management, Global Business, Social and Legal Business Environment, Business Ethnics,

Business Administrative Policy and Strategic Planning

Bachelor of Science in Mathematics 1984

Washington University, Saint Louis, MO

TEACHING EXPERIENCE

Adjunct Faculty January 2008 – January 2011

Kaplan University, Iowa Falls, IA

Courses taught: Academic Strategies for Healthcare Professionals, New Student Orientation

• Teach 20-35 undergraduate students in a ten-week course using eCollege platform.

• Regularly meet with students each week to provide additional assistance and guidance on the

course content.

• Designed and delivered the curriculum for asynchronous/synchronous lectures and learning

materials for a diverse group of non-traditional students.

• Utilized a variety of adult learning theories for the different learning styles to meet the learning

outcomes.

• Provided constructive feedback and timely feedback to students.

• Received consistently high (4.7 of 5.0) end-of-semester rating from students.

• Participated regularly in department faculty meeting and continuing education activities.

PROFESSIONAL EXPERIENCE

Safeco, Fenton, MO March 2003 – present

Sr. Subrogation Specialist, Personal Lines Markets

• Developed and facilitated the initial training for new employees.

• Subject matter expert for subrogation related case laws, property damage and casualty cases.

• Partnered with numerous cross functional teams for strategic planning and redesign of customer

service and driven quality in work processes.

Hawkeye Security Insurance Company, Chesterfield, MO August 2000 – February 2003

Sr. Claims Adjuster, Personal/Commercial Line Markets

• Investigated, evaluated, and disposed both litigated and non-litigated personal line and

commercial claims: automobile, general liability, environment, professional, garage keepers and

trucker claims throughout the United States.

Reliance Insurance Company, Clayton, MO November 1997 – August 2000

Claims Account Specialist, Commercial Line Market

• Investigated, evaluated, and disposed both litigated and non-litigated personal line and

commercial claims: automobile, general liability, environment, professional, garage keepers and

trucker claims in Missouri and Illinois.

• Designed, implemented, and trained claim professionals on the handling of the material damage

program.

Marketeam Associates – Saint Louis, MO September 1997 - April 2005

Call Center Team Leader

• Developed training curriculum for a team of 20-30 call center data collectors on CATI system to

complete agriculture and consumer market research projects.

• Expensive project management experience, managing team assignments, production analysis,

budget constraints and resolution of customer complaints.

• Designed, implemented and trained the team on phone techniques and customer service to

increase production levels by 3%.

• Analyzed staffing needs for projects, trained and motivated the team for completion of assigned

projects.

Fireman Fund Risk Management, Saint Louis, MO February 1996 – November 1997

Branch Office General Adjuster

• Hired, trained, motivated and administered performance evaluations and improvement

plans for a team of 6.

• Coached, mentored and developed team to exceed company objectives resulting in a 5%

reduction in workload.

CERTIFICATIONS/SPECIALIZED TRAINING

Certified Subrogation Recovery Professional 2009

PROFESSIONAL DEVELOPMENT

American Health Information Management Association, member 2008 – present

American Society for Training and Development, member 2011

National Honor Society for Business, member 2005 – present

Contact this candidate