Customer Service Management

SUMMARY

A pro-active, highly productive individual demonstrating a high level of

initiative, drawing from a diversified education and wide range of

experience. Has the ability to interpret and resolve complex issues.

Excels individually and is dynamic within a team setting, which emphasizes

optimum performance. Embraces change management and has the demonstrated

desire and ability to apply education, training and knowledge to a new

challenge.

EDUCATION

Webster University, Louisville, KY

Master of Arts in Management (2011)

Major: Management & Leadership

Western Kentucky University, Bowling Green, KY

Bachelor of Arts in Mass Communications May 2001

Major: Journalism & Broadcasting. Minor: Sociology

EXPERIENCE

SHPS, Louisville, KY

Implementation Analyst 2, (Spending Account Mgmt) (04/07 - Present)

Serves as liaison between Client Services, systems, and the client to

develop technical specifications for design/ implementation and complete

requests/enhancements based on client specific requirements.

Analyze problems and develop solutions using structured system analysis

methodologies. Implement new business coming into SHPS SAMS team (FSA,

HRA, Commuter Spending Accts.

Work closely with product development to insure proper and timely software

deployment

Ensuring that all system applications, websites, finance and reimbursement

setups are working. This includes Flexible Spending Accounts, Health

Reimbursement Accounts, Commuter Spending Accounts, Limited Flexible

Spending Accounts, and Debit Card products

Data feed management, file masking, XML

Jefferson County Attorney's Office, Louisville, KY

Juvenile Re-entry Counselor/Drug Court Clinician (03/06 - 04/07)

Under direct supervision of the Interim Director of Operations:

Conduct program orientation, assessment and treatment planning for clients

participating in therapeutic programs administered through the Drug Court

Program

Provide therapeutic services based on treatment evaluations

Coordinate with various community, local, county, and state agencies

concerning status of cases

Maintain files, records and case documentation in accordance with

established regulatory policies and procedures

Humana Healthcare Inc., Louisville, KY

Implementation Analyst (Enrollment & Eligibility) (8/04 -12/05)

Medicare Billing and Enrollment Rep (8/03-8/04)

(Project management role) Utilized existing systems to provide a custom on-

line enrollment experience for new or renewing organizations choosing

Humana to facilitate their health benefit administration process.

Performed analysis, design, testing, and implementation and support tasks

needed to manage, develop, and maintain client specific enrollment web

sites

Trained external and internal users on web applications and assisted

interviewing for additional team members

Served as web Subject Matter Expert for new hires, educational consultant,

and sales/market teams

Interact with Information Technology department and business areas during

design of system enhancements and throughout the testing process

Researches, documents, and analyzes multifaceted data with statistical,

financial, or clinical emphasis. Identifies and/or provides data trends,

develops programs to problem-solve, and assists in presenting and

implementing recommendations and solutions

Trained in Medicare billing and enrollment operations and also cross-

trained in commercial healthcare concepts, very knowledgeable about health

insurance in general

Served as trainer and weekend lead for new hires and bailout associates (25-

30 reps)

Sears Roebuck Inc, Louisville, KY

National Customer Relations (8/02-8/03)

Call center position designed to resolve escalated consumer complaints

nationwide.

Cross trained to resolve written and electronic service disputes as a

member of the correspondence unit, and empowered to resolve executive level

disputes

Cross trained to bail out resource management team, responsible for

analyzing call volume trends, preparing forecasts and providing scheduling

recommendations for call center

Served as trainer and transition leader for new associates to the call

center, supervised new reps and weekend OT volunteers (15-25 assoc),

handling escalations and monitoring workflow

SKILLS

Customer Service Master Control Op Technical Support Call

Monitoring/Scheduling

Supervised 20+ emp MS Office/Project Crisis Management Skip-

Tracing

Policy/Procedure Retail Management Training/Development System

Analyst

Call Center Inbound Collections Billing and Enrollment Case

Management

Received 4 Continuing Education Units for completion of Basic Project Mgmt

Course: 10/2009

Interests

Sales/Marketing Consultant: Main Event Sports Talk Radio Show

www.maineventsports101.com

President of Forward Thinking Investment Club: 18 Member-personal

investment group

Owner: Success Story Publishing - Music publishing company established in

1997.

REFERENCES

Available upon request.

Rob Bell 9953 Thistlewood Ct

Louisville, Kentucky 40223

502-***-**** - Cell 502-***-**** - Work

**********@*****.***

Contact this candidate