Customer Service Manager

Dell Jeter

( 864-***-**** ( 864-***-**** ( *********@*****.*** ( 802 Chartwell

Drive ( Greer, SC 29650-4789

Account Manager

Accomplished and results driven professional with over 20 years of

experience in the customer service industry. Recognized for productive

performance, professionalism, commitment to excellence and demonstrated

ability to communicate and work with co-workers at all levels. Have

excellent interpersonal skills, self-motivated and can work independently

or in a team environment.

AREAS OF EXPERTISE

. Excellent Strategist - Provide solutions that boost productivity and

efficiency across the organization. Quickly identify problem areas and

. implement effective solutions to meet goals.

. Exceptional organizational skills - Consistently recognized by

colleagues for exceptional talents in needs analysis and problem

resolution in fast-paced environments.

. Strong sense of responsibility - Solid professional standards;

excellent track record of dependability. Maintain focus on achieving

results while implementing business solutions to meet a diversity of

needs.

. Administration and Management - Knowledgeable of business and

management principles involved in strategic planning, resource

allocation, leadership technique, and coordination of people and

resources.

. Customer Service/Client Management - Consistently demonstrate

responsiveness, strong customer focus, and ability to build good

customer relationships.

. Sales and Marketing - Knowledge of principles and methods for showing,

promoting, and selling products or services including marketing

strategy and tactics, product demonstration, promotions, sales

techniques, and sales systems that increases revenue.

. Computer Skills - Knowledgeable of computer programs including

Windows, MS Word, Excel, Outlook, Power Point and Lotus Notes.

PROFESSIONAL EXPERIENCE

Recruiting professionals (Rp)

Greenville, South Carolina ( June 2010 -

Professional Recruiter

. Review resumes and credentials for appropriateness of skills, experience

and knowledge in relation to position requirements.

. Write complete, detailed and effective ads to attract qualified

candidates.

. Post openings on the internet, with professional organizations, and in

other position appropriate venues.

. Provide complete, accurate, and inspiring information to candidates about

the company and position.

. Prescreens candidates. Present prescreening questions to hiring managers

for collaboration and approval.

. Manages the scheduling and logistics of all interviews between candidates

and hiring managers.

. Interview applicants to obtain information on work history, training,

education, and job skills.

. Develop a pool of qualified candidates in advance of need.

Carolina Crescent Health Plan (CCHP)

Greenville, South Carolina ( September 2007-May 2010

Manger of Network Development

Responsible for the establishment of an effective health care delivery system

including hospitals, primary care physicians, and physician specialists.

Provided assistance in the development and coordination of provider network

expansion into 14 new localities for Medicaid product in accord with

regulatory network adequacy guidelines.

Served as liaison between CCHP staff and Pharmacy Benefit Manager to ensure

the enforcement of health plan policy and procedures.

Effectively communicated financial terms with providers through successful

contract negotiations.

Spearheaded the improvement projects related to network development,

contracting and provider services.

Provided prompt and efficient response to provider or provider related issues

with appropriate, objective documentation of concerns, recommendations of

resolution, monitoring and re-evaluation.

Contributed to the preparation, update and production of marketing and

education materials/manuals.

Managed a network of 16 counties, 2 provider service representatives and a

satellite office.

Carolina Care Plan, Inc. (CCP)

Greenville, South Carolina ( April 1995-September 2007

Account Manager ( September 2000-September 2007

Managed about 500 groups in the upstate area.

Developed and maintained positive relationships with existing employer groups

and insurance agents by working as a liaison between clients and CCP to solve

problems answer questions and provide input to management regarding the

status of each assigned group.

Coordinated enrollment meetings of new and renewal accounts by ensuring

timely/problem free installation.

Provided education and training to agents and human resource directors on CCP

policies and benefits.

Negotiated renewals with underwriting and clients on groups sized 51 plus.

Completed the renewal proposal and presented it to the client and the agent.

Handled all major service issues and ensured that Customer Relations and

Account Services are providing superior service.

Renewed customer accounts and in the absence of Sales Executive served as

Sales rep for one and a half years.

Provided training for the new Account Executive on CCP policies and

procedures.

Senior Account Services Representative ( December 1997-September 2000

Provided support for the Account Executive and Account Manager in providing

excellent customer service to new and existing accounts.

Provided leadership and training for a staff of five.

Worked with Account Executive to analyze and compare competitive information

on small groups.

Made welcome calls to education new groups on the companies policies and

procedures.

Solved administrative and operational problems, to achieve customer

satisfaction.

Senior Customer Relations Representative ( September 1996-December 1997

Identified training needs for existing and new employees.

Provided employees with tools to maintain and increase service levels to both

internal and external customers.

Increased employee knowledge by assisting with development and implementation

of training programs.

Enhanced employee performance and attendance through weekly call monitoring

and one-on-one discussions.

Researched and reviewed all service requests and forwarded to the appropriate

department.

Resolved difficult member and group related issues.

Served as Supervisor to a staff of 15 in the absence of the Supervisor.

Customer Relations Representative ( April 1995-September 1996

Facilitated customers understanding of their benefit plan, by successful

interpretation of the Certificate of Coverage.

Answered inquiries and concerns regarding benefit coverage, claims payment,

eligibility and physician's status.

Managed providers, members and human resource manager's interaction with the

company.

MCI Telecommunications

Greenville, South Carolina ( November 1994-April 1995

Telemarketing Service Professional

Advised prospective customers on how products/services would benefit them.

Analyzed prospective customer's long distance service.

Comdata Cash Control Corporation

Newberry, South Carolina ( November 1987-April 1994

Customer Relations Representative ( June 1993-April 1994

Served as liaison between the sales and finance department regarding customer

issues. Successfully set-up new customer contracts and provided

implementation support. Accurately tracked and reported revenue variances.

Customer Service Representative ( January 1990-June 1993

Analyzed and resolved concerns relative to truck stops and trucking

companies.

Carefully monitored staffing variances.

Supervised up to 20 people and monitored phone calls of other representatives

to identify training opportunities.

Telephone Service Representative ( November 1987-January 1990

Processed truck stop and truck driver transactions, i.e. fueling, account

settlements, supply requests and driver drafts.

EDUCATION

High School Diploma:

Mid-Carolina High School ( Prosperity, SC

1988

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