Customer Service Project Manager
Resume:
Andrea M. Clausen
Fort Wayne, IN 46814
***************@*****.***
Summary of Qualifications
. Exceptional versatility and adaptability
. High analytical aptitude
. Great accuracy with attention to detail
. Superlative communication skills; written and verbal
. Excellent time management, interpersonal, and multitasking skills
. Works well independently as well as collaboratively in a team
environment
. Ability to manage numerous projects and meet tight deadlines with
limited direction
. Possess strong customer service and client focused attitude
Professional Experience
Group Insurance Services
Fort Wayne, Indiana
Customer Service Representative/Renewal Specialist
2011
. Outbound renewal calls and emails and courtesy calls
. Independently manage the marketing submission (RFP) process
. Secured all necessary information to effectively market a prospective
client or renew existing client
. Prepared renewal slides
. Maintained accessible, detailed marketing files on clients' and
prospects' work-in-progress, and required follow-up
. Helped identify process improvements and define business solutions,
leveraging business and technical knowledge
Medical Protective
Fort Wayne, Indiana
2006-
2011
Operational Service Analyst, 5/2009-4/2011
. Identified process efficiencies for maximization of customer service
. Maintained and provided metrics on accuracy/volumes of processing
items utilizing appropriate tracking tools
. Underwrite and process mid-term adjustment requests, answer coverage-
related questions, price indications, and resolve billing issues
. Contacted customers for reviewing and gathering information on new
business submissions, renewal reviews, and policy change requests to
ensure Underwriting has complete and accurate information to review
. Initial review and interpretation of renewal applications
. Performed task of reviewing policies for accuracy and coverage
Project Manager, 6/2008-5/2009
. Provided solutions and improvements to product design and workflows to
optimize internal efficiencies and improve external customer
experiences
. Lead and facilitate cross-functional business teams, defining system
requirements and process flow designs
. Planned and lead testing efforts including, performance of QA testing,
coordination between technical and business resources, defining use
case test plans, and maintaining documentation on testing results.
. Prepared and presented project updates on a regular basis, driving
communication with stakeholders, business leaders, and project teams
Client Service Representative, 8/2006-6/2008
. Received, researched, documented and coordinated with other internal
departments when applicable to resolve all customer inquiries with
accuracy and professionalism to ensure customer satisfaction
. Responded to all direct customer inquiries ( incoming phone calls,
emails, fax, & written requests)
Orthopaedics Northeast Fort
Wayne, Indiana
Surgery Scheduler/Patient Educator
2002-2006
. Responsible for surgery scheduling in multi-physician office
. Responsible for communication with patients via phone and in person
. Coordinated with anesthesia groups, hospitals, and other healthcare
providers
Randolph, Stephens, & Morrison
Fort Wayne, Indiana
Surgical Technician
2000-2001
. Assisted in surgery and office
Lutheran Health Hospital
Fort Wayne, Indiana Surgical Technician
1999-2000
. Assisted physicians with cardiovascular surgery
Technical Tools
Microsoft Office Suite: Word, Excel, PowerPoint, & Outlook
Microsoft Visio & Project
Nuances PDF Converter 5.0
Centric CRM/ Seibel
Imaging Systems AS400
Education & Professional Credentials
Master of Business Administration, Indiana Wesleyan University
Fort Wayne, Indiana
G.PA. 3.75
Bachelor of General Studies, Indiana University
Fort Wayne, Indiana
Associate of Science in Surgical Technology, University of Saint Francis
Fort Wayne, Indiana
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