Customer Service Sales
Resume:
Jeffrey D. Terrell
Farmington Hills, MI 48334
248-***-**** H /248-***-**** C
abhfy1@r.postjobfree.com
abhfy1@r.postjobfree.com
EDUCATION AND CREDENTIALs:
Stafford University, B.A. Health Care Administration (2003)
Baker College - Flint, Michigan 48025 (2000 - 2003)
Calvin Theological Seminary - Grand Rapids, MI 49455 - Leadership Seminar
Wayne County Community College Liberal Arts, Detroit, MI 48226 (1985/86)
_________________________________________________________________________
Adecco Staffing Agency
30700 Telegraph Road
Bingham Farms, MI 48034
Temp Assignment (02/2011 - 03/2011)
Verizon Wireless
Customer Service
20580 Haggerty Road
Northville, MI 48167
A-Line Staffing
Specialized Pharmacy Services
Pharmacy Technician
Temp Assignment (03/2011 - 05/2011)
33510 Schoolcraft Road
Livonia, MI 48150
Major Accomplishments:
* I Created Desk Level procedures in Pharmacy Operations for MEDIMPACT
SALESFORCE.COM and MEDCO Health, implemented by Pharmacy Services
Administration, November 2005 - Blue Cross Blue Shield MI
* I Created reimbursement rate templates used by MEDCO Health / MEDIMPACT
for loading Michigan Pharmacies, implemented by Pharmacy Services
Administration - Blue Cross Blue Shield MI
* I Revised Policy/Procedures for Pharmacy Operations "Triggers Point High
Dollar Claims" Review Cost Saving Initiative, Saved BCBSM $1.5 million
annually from February -1998 through August - 2006, equaling $120 Million -
Blue Cross Blue Shield MI
* I Revised Pharmacy Credentialing Manual for Pharmacy Enrollment w/BCBSM
* I Trained BCBSM Medicare Part D / Commercial Pharmacy Network Contracting
Unit - Blue Cross Blue Shield MI
* I Rolled out Agent Portal (BI, Customer Provider Directory, and Rate
Ease) access for MESSA Internal staff (Information Technology & Benefit
Department) - Blue Cross Blue Shield MI
* Michigan Conference Teamsters Welfare Fund RX Claims Consolidation Review
- Blue Cross Blue Shield MI
* Eligibility CORE (Med Impact) - Submitted Data for Review and Resolution
- Blue Cross Blue Shield MI
* I Resolved eligibility issues for City Of Detroit /Teamsters
* I Trained Sales Liaison Department on Med Impact Group / Benefit
Explainer
* SharePoint
* Blue Cross Blue Shield Michigan Bargaining Unit Job Summary:
* Materials Processor - Receiving and Distribution / Bargaining Unit
Employee (1986)
* Driver / Materials Processor / Mail Clerk / Processor / (1988)
* Batch Clerk - Professional Services Departments / (1988 - 1989)
* TAD Adjudicator / Professional Services Department / (1989)
* Pricer III / Claims Adjudicator - (1990) - Professional Services
Department
* Pricer IV / Claims Adjudicator - (1995) - Ford Salary Claims Unit -
Blue Cross Blue Shield Michigan Non-Bargaining Employee (Nov 1995) -
Current
Continuous Improvement Principles & Practice - Lean Certified
Relevant Work Experience:
Blue Cross Blue Shield of MI, Detroit, MI 48226
01/1986- 12/30/2010
Company Administrator {Internal} MESSA
* Edit Company / Users profile
* Approve / Reject pending division's agent portal access
* Reset users password - MESSA Benefit / Data Security / IT Staff
* Lock, unlock, or terminate a division / users account
* Grant (or) remove an application to a division / user
* Grant (or) remove Company Administrator role from a agent portal users
* View and update division profile, company hierarchy, pending users, and
users in their company
* Approve / Reject pending application request from a user, code requests
from external companies
* Request additional Application packages for their company if / when
needed
* Audit users and access granted
* Request Plan Modifications
* Review Account Benefit Request (Utica Sales Office)
* Quality Unit (Local Professional Claims)
Benefit Analyst: Sales Liaison / Benefit Administration / Implementation
Maintenance & Support: 8/2006 - 12/30/2010
* New Group Implementations - NASCO and Local
* Review Benefit Definition Information - Cert and Riders
* Research Account Benefit Request, submit SBP, SER's Plan Mod drafts
* Provide alternative options if systems cannot accommodate request
* Quality / Final Edit (TAD Router)
* Submit (PID) Problem Ids to Corporate Database, processing/logic keys
* Maintain / Update Sales Liaison PID/Tracking Log
* Subject Matter Expert (Med Impact / Medco Health Prescription Drug /
Eligibility) for the area
* Support Sales Liaison Regional Managers and Senior Analysts (Local /
NASCO)
* Support - MESSA / MPSERS, SE MI Sales, Corporate Key Accounts, West MI
Sales, Trust Funds, Special Market Accounts, Teamsters, UP/Central MI
Sales, State of Michigan
* Draft / Approve Plan Modifications that are forwarded and returned from
client communications
* Workflow request via SMART
* Group Portal Company Administrator for MESSA
* Change Agent - Process Improvement for Benefit Administration
Technician, Senior - Pharmacy Operations
11/1995-8/2006
* Expert knowledge of drug therapeutic class, and BCBSM systems (local and
national)
* I Analyzed, charted and tracked pharmacy claims data submitted
electronically
* Familiarity with pharmaceutical manufacturers, product/cost information,
and First Data Bank
* Expert with Group set-up, loading members, claims query, drug file query
* Analyzed Drug Utilization Review (therapeutic duplications, authorize
extended request, etc.)
* Work directly with BCBSM/BCN Clinical Managers regarding reimbursement,
rates, fees, DRAMS Clinical Provider Help Desk
* I interpreted and Administered BCBSM/BCN contract language for new and
existing providers
* I reviewed pharmacy contracts for enrollment in the BCBSM/BCN
Prescription Drug Programs
* Quality checked contracts regarding pharmacy reimbursement fees, rates,
and discounts
* I incorporated the Blue Care Network (BCN) contract for Network Pharmacy
Reimbursement
* I notified Provider Communications with information to update Provider
Database
* I Managed the Provider database and I administered all request for
Michigan Pharmacies
* I Assisted Corporate Financial Investigation by completing ADHOC Reports,
secured contracts for Investigators/Investigations
* I interfaced daily with diverse levels of internal and external personnel
* I trained Drams Help Desk staff and prepare monthly reports, metrics,
inventories, statistical, etc.
* Experienced in Drugs / Professional / Facility/ Dental claims
* Knowledge of Local / National membership
* I have 11 years of call center / customer service experience within a
fast pace call center environment.
PROFESSIONAL EXPERIENCE:
UNITED TRI-ANGLE COMMUNITY ASSOCIATION, Detroit, MI 48236 3/2007-
Present
Vice President - Community Redevelopment Project
* I Interface with Community, Educational, Civic and Charitable, Local and
State Leaders and Organizations that affect the Health Status of Michigan
residents to resolve issues/concerns.
* Establish and maintain relationships with leaders through board
memberships and/or participation in community events, health fair
screenings, job fairs, community development projects, funding, and housing
projects.
* Coordinate residential activities, annual neighborhood clean up dates,
monthly association meetings, blight, rubbish removal, abandoned houses
demolished, broken fire hydrants, non-working street lights, property
owners (screening rental applications) accountability for their property,
SAFE Management Security-Athletic Facilities- Events, Detroit Lions Org.
07/09 - 12/30/2010
Guest Services Representative
Ford Field
2000 Brush Street
Detroit, Michigan 48226
Guest Services Included:
* Responded to complaints and concerns
* Completed forms for lost items (i.e.,) wallets, children,
* Contacted Operations (i.e.,) liquid / food spills / house keeping
* Wheelchair escort, handicapped guest seat relocations,
* Direct and re-direct guest to various locations in the stadium
* Responded to, and resolved multiple tasks as they occur
* Direct and re-direct guest to specific areas within the stadium
* Greet all guests by welcoming them to Ford Field and thank them for
coming, and vise versa as they leave after attending.
* Create for them a warm friendly atmosphere, by smiling and showing them
that guest services is available to assist them with regardless to what the
situation is:
MILFORD MARKETING, Bingham Farms, MI 480**-**-**** / 01-2004
Supervisor (Evenings - Part Time)
* I submitted and tracked Marketing and Sales outcome directly to the CEO
* I forecast phone volume assumptions based on the analysis of call center
statistics
* I Trained / Supervised sales and marketing team / new hires
BURLINGTON COAT FACTORY, Southfield, MI 480**-**-**** /08-
2002
Customer Service Manager (Evenings - Part-Time)
* Managed Men's Clothing Department
* I trained / cross trained / educated / supervised staff for all store
operation in the event vacation, off-sick and call offs
* I resolved all customer complaints during my shift
* Sales and Marketing forecasting
* Assisted with employee appraisals and disciplinary action when necessary
* I scheduled and / or reduced work hours and overtime hours when necessary
* I maintained employee records, employee documents, and daily financial
reports
Allstate Auto/Home/Life/Commercial, Southfield, MI 48076 06/1998-9/1999
Sales Agent / Customer Service - (Evenings / Weekends - Part Time)
* I quoted and priced policies based upon customers location
* I handled Special Claims for Processing and Payment to the policy holders
* I established and maintained excellent working relationship with
customers and co-workers
Marathon Gas & Oil, Troy & Royal Oak, MI
11/1997-06/199
Station Clerk / Customer Service (Evenings - Part time)
Operations / Sales / Customer Service
Sales and Marketing
Rite-Aid Pharmacy (Perry Drugs)
Pharmacy Technician - (Locations) Southfield, Oak Park, Birmingham, MI
06/1994-10/1997
* I verified prescriptions for authenticity
* I assisted Pharmacy Manager with filling prescriptions
* I verified customer(s) prescription coverage
* I notified customers ordering physician if medication was changed (brand
/ generic)
* I placed orders, checked inventory, pulled expired medication(s) from
shelves
* I notified local authorities when necessary (stolen script pads)
Programming and Software:
PC proficiency (Microsoft Office) Word, Excel, Access Database, Outlook,
SharePoint, InfoPath, Power Point
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