Customer Service Manager

Location:

Posted:

June 01, 2011

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

*/****-**/****- ******** Blue Cross-Utica NY-Enrollment processor (contract ended)

**/****-*/****- ******** offices (assisted privately owned business)

2/2009-12/2009-RCIL Utica NY- Employment coordinator-assisted lower income clients as a representative of the

department of social services by reviewing medical reports with clients and physicians toward obtaining the necessary

skills to gain successful employment (Reason for leaving: Contract expired)

1978 - December 2008 - held various positions within Metropolitan Life Insurance Company,

(Laid off effective 12/31/2008)

2001-2008:Analyzed and maintained tracks and trends for customer service .. Monitored and scored calls. Assisted

customer service representatives to maintain and improve their scores. Built and maintained logs for tracking and

training purposes. Assisted supervisors with the understanding of quality goals and tools.

10/1997 - 10/2001: Customer Service Consultant: Answered incoming phone calls from disability clients of over 100

accounts. Provided excellent customer service to internal and external customers. Support line coverage to assist team-

mates with questions and concerns on how to handle and answer their calls. Excellent knowledge of plan provisions

was required to do so in the efficient manner. Assisted with the coordination and implementation of a call-out program.

Assisted with tracking projects.

10/1983 -10/1988-then 10/1989- 10/1997 : Case Manager: Managed disability claims in accordance with plan

provisions. Reviewed detailed medical reports/determined if sufficient for claim decision. Worked with medical and

vocational histories in evaluation processes. Complied with and exceeded quality and productive requirements .

Corresponded with attorneys, physicians, employees, employers, plan master, law department. Reviewed and handled

subpoenas and other legal documents.

10/1988 - 10/1989: Personnel Specialist: Administered personnel policies for over 300 employees. Hired employees

conducted interviews . Conducted employee attendance warnings in accordance with company policy. Conducted

face to face employee terminations when required.

3/1978 - 10/1983: Case Manager: Approved or denied claims based upon plan provisions. . Corresponded with

physicians, employees, hospitals

1/1976-12/1976- Assembler-Con Med Utica NY. Assembled grounding pads-manufacturing(Laid Off)

EDUCATION:

6/1975 Utica College Of Syracuse University Bachelor‘s Degree- Sociology, statistics, psychology, teaching,

student teaching, peer counseling

5/1973 Mohawk Valley Community College: Associate Degree-Liberal Arts