Customer Service Health

LAURIE-ANNE P. SAYLES

**** ********* **** #*** . ***** Bethesda, MD 20852

240-***-**** . *********@*****.***

PROFILE

. Self-motivated, energetic, innovative and detail-oriented with proven

strengths in solving problems and working hard in a deadline driven

environment.

. Capacity to conduct research and independent studies to discover new ways

of modifying current health status of communities and individuals.

. Demonstrated skills in generating reports, coordinating projects,

analyzing complex situations and diligently completing all work

components, in compliance with strict government regulations.

. Advanced skills in Windows XP and Windows 7, MS Office including Word,

Excel, Power Point, Outlook and Internet Explorer.

EDUCATION

B.S. Public Health, University of Maryland, College Park

AWARDS & RECOGNITION

. 2009 Prince George's County International Ambassador (PGCIA)

. Nationally Certified Pharmacy Technician

PROFESSIONAL EXPERIENCE

Community Developer

Prince George's County Health Department, Largo, MD

2010-Present

1. Identify community issues, needs and problems.

2. Evaluating and monitoring existing programs and developing new community-

based programs and resources.

3. Enlisting the cooperation of government bodies, community organizations

and sponsors to help raise public awareness on issues relevant to the

community.

4. Providing leadership and coordination of programs, acting as facilitator

to promote self-help in the community.

5. Administrative work including: preparing reports and policies,

conducting and analyzing surveys.

6. Networking to build contacts and fundraising.

7. Mediating between opposing parties and liaising with interested groups

and individuals to set up new services;

8. Planning, attending and coordinating meetings and events.

9. Encouraging participation in activities

Product Support Specialist

The McConnell Group, Inc., Rockville, MD

2009-Present

Responsible for customer relationship at assigned site(s). Assure

service quality via frequent customer contact and formal quality

reviews.

Track and analyze financial performance with Senior Program

Manager.

Recommend equipment, parts, supplies and vendors. Implement

procedures to provide quality, cost effective service.

Responsible for prompt and accurate filing of expense, time and

service reports, accounts payable and billing.

Maintain approved parts inventory, manage vendor service delivery

processes in compliance with TMG policies; guarantee team takes

proper care of inventory, supplies and test equipment.

Meet Health and Human Services, Environmental Health and Safety

and/or other applicable regulatory requirements.

Experience interfacing with both internal team members and external

customers as part of a solution based service process.

Program Coordinator

Kaiser Permanente, Rockville, MD

2008-2009

Assisted Project Managers with tracking projects against schedule

and objectives, reporting status on a regular basis and maintained

project plans.

Analyzed and documented the outcome requirements for class

participants. Also to proactively re-affirm consensus as to program

objectives to detect changes in expectations or needs through the

project.

Coordinated the program pre-work mailings for health education

awareness & prevention programs.

Provided quality review, data gathering and compilation of project

documentation.

Health Educator-Study Abroad

Jamaica AIDS Support for Life, Kingston, JA

2009-2009

Effectively communicated with health professionals during the

assessments, case management and counseling of clients.

Managed client records and served as the primary point of contact

to resolution of escalated client issues.

Courteously reviewed directions, medication adherence and drug

information with clients.

Participated in program implementation and ensured that policies

and procedures met government guidelines and compliance.

Conducted personal interviews with clients and staff in an

efficient and professional manner.

Research Assistant

Georgetown University/AZA Sisters, Washington, DC

2007-2008

Coordinated HIV/AIDS curriculum integration and group discussion

among adolescent females in D.C. public schools under an NIH funded

grant.

Analyzed data using SPSS to determine risk factors amongst group

participants.

Conducted literature searches on computer-based health databases.

Provided writing and editorial assistance in the preparation of

grants, manuscripts, and other reports.

Developed brochures and educational materials for clients and

community members.

Help Desk Representative

Kaiser Permanente, Rockville, MD

2005-2007

Coordinated insurance billing including third party prescriptions

including troubleshooting third party prescription claims questions

with an understanding of on-line rejections and plan parameters.

Organized and employed new policies regarding changes in

prescription formularies and benefit coverage.

Accurately documented details of each conversation to ensure

exceptional customer service.

Effectively communicated plan details on benefit guidelines and

protocols.

Served as point of contact for clients, members, and pharmacies

providing highly reliable help desk services.

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