Customer Service Manager

VALENCIA D. LANE

**** ** *** ****** . ******, Washington 98056 . 281-***-****

SUMMARY

--- Highly effective communicator with excellent "people skills".

--- Ability to assess critical situations and make sound decisions based

on facts.

--- Ability to organize, prioritize and manage multiple tasks while

working under tight deadlines.

--- Can comfortably interface with persons from diverse backgrounds and

at all professional levels.

--- Ability to exercise tact and discretion in handling confidential

information.

--- Hardworking, flexible and highly dependable team player with good

conflict-resolution skills.

--- Proficient knowledge and use of PC including Microsoft Word, Excel

and Outlook.

EXPERIENCE

STD/LOA Case Manager

HEWITT, FEDERAL WAY, WA (2009-PRESENT)

. Provide total claim management on both STD and FML claims from intake

to closure.

. Obtain and review updated medical evidence of reason for leave upon

receipt.

. Review guidelines for eligibility resulting in accurate eligibility

decisions.

. Compose and send communications to employers and employees within

mandated time frames.

. Track all stand-alone leaves and those running concurrently with

Workers Compensation and Short Term Disability.

. Assure customer service with client companies and claimants.

. Provide support for all assigned accounts working by set time frames to

meet quality assurance and client performance guarantees.

Manager, Client Programs & Advocacy

NATIONAL MULTIPLE SCLEROSIS SOCIETY, HOUSTON, TX (2001-PRESENT)

. Manage and promote the chapter's Information & Referral, Lending

Library and Direct Assistance Programs.

. Create, up-date and maintain chapter database for community resources.

. Develop annual strategic plans with short and long-range goals to meet

program objectives.

. Implement procedures for working with clients/public, assessing needs

and providing solutions.

. Collect and analyze program data and prepare monthly performance

reports.

. Select order and distribute educational materials to over 17,000

clients in 141 counties.

. Develop and manage budgets for the Information and Referral, Lending

Library and Direct Assistance Programs.

. Recruit, train and supervise the activities of Chapter Programs staff

and special project volunteers.

. Conduct new employee orientations.

. Facilitate in-service training and seminars for clients and healthcare

professionals.

. Serve as liaison to improve and expand communications between clients

and medical community.

Senior Client Services Professional

VALIC, HOUSTON, TX (1998-2001)

. Processed surrender and withdrawal requests on individual retirement

accounts.

. Quality reviewed retirement accounts to ensure compliance with company

policies and procedures as well as NASD, SEC and state insurance

regulations.

. Provided continuous instruction and training to Customer Service

Professionals on complex account corrections.

. Identified, researched and resolved escalated complaint inquiries from

clients, federal agencies and sponsoring employers.

. Prepared and distributed daily/weekly statistical reports.

. Supported management in implementing and coordinating special

projects.

VALENCIA D. LANE

Page 2

Office Manager - Part time

SEARS, HOUSTON, TX (1991-1999)

. Trained and supervised Customer Service Representatives.

. Processed weekly payroll and oversaw Associate benefits.

. Effectively used tact, diplomacy and creative thinking to resolve

complaints and provide "outrageous customer service".

. Set up, organized and maintained confidential employee records and

company files.

. Managed daily cash office operations to include recording cash

receipts and disbursements, computing daily bank deposits, online

shipping and receiving, generating financial reports and maintaining

office supplies.

Therapist/Office Administrator

RICHARD G. JONES & ASSOCIATES, HOUSTON, TX (1987-1997 Business Closed/Owner

Retired)

. Developed, coordinated and implemented client care management.

. Conducted Individual, Group and Biofeedback Therapies.

. Monitored, assessed and communicated client progress to attending

physician and other multidisciplinary team members.

. Prepared and educated clients for discharge and aftercare.

. Managed the daily business operations of the front office to include

admitting, scheduling, billing, data entry, inventory control and

general office administration.

. Established positive relationships with clients and referring agencies

to ensure satisfaction and encourage repetitive business.

Counseling Specialist II

UNIVERSITY OF TEXAS MEDICAL BRANCH, GALVESTON, TX (1985-1987)

. Conducted exploratory interviews to assist clients in gaining insight

into personal, socioeconomic, environmental and related problems.

. Assisted individuals in determining and defining goals and planned

actions reflecting interest abilities and needs.

. Planned and coordinated client management and discharge with medical

team personnel.

. Assisted in the location of and liaison with community resources for

medically indigent clients and families.

. Followed progress of clients post discharge by direct correspondence

or contacts with public and/or private welfare agencies.

. Documented case activity.

EDUCATION

UNIVERSITY OF HOUSTON, HOUSTON, TX

Master of Arts, Psychology, 1983.

Bachelor of Arts, Psychology, 1982.

COLLEGE OF THE MAINLAND, TEXAS CITY, TX

Associate of Arts, Psychology, 1980.

HOUSTON COMMUNITY COLLEGE, HOUSTON, TX

Associate, Human Resource Management, In Progress

PERSONAL

Excellent health, willing to travel and/or relocate.

REFERENCES AVAILABLE UPON REQUEST

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