Customer Service Quality Assurance

SALLY

TILLI_______________________________________________________________________

___

**** ******* **., ***********, ** 60046 847-***-****

abi6l8@r.postjobfree.com

A responsible, organized professional with a positive attitude seeks a

full time position that utilizes my organizational skills and attention to

detail.

EDUCATION________________________________________________________________

University of Illinois- Chicago

University of Wisconsin-Oshkosh

Master of Social Work-16 credits, 1990

Bachelor of Science, May 1983,

Human

Services

EXPERIENCE________________________________________________________________

Contract Representative for Great Lakes Naval Health Clinic 12/08- 9/10

Employed by Vargas Group as a Federal Government contract employee to

the Great Lakes Naval Health Clinic within the Medical Management

Department Assists in providing individual counseling and assistance

concerning beneficiary issues and problemsServes to assist patients in

obtaining health care, interacts with clinical representatives,

military treatment facilities, civilian agencies and contractors for

assistance. Provides information and guidance on matters pertaining

to Tricare healthcare benefits, Medicare, disengagements, supplemental

care and other health benefits to beneficiaries, staff and other

customers. Assists patients and customers through written and

telephonic communication and personal contact. Assists with Right of

First Refusal (ROFR) determinations for specialty care. Contacts

patients in the event referral requests are invalid or disapproved and

instructs patients on other health care options. Processes clear

legible reports (CLRs) and assists with the return of consult results

to Primary Care Managers, Medical Records Department and Specialists

as appropriate within the Military treatment facility. Analyses and

prioritizes issues and occurrences to deliver the most accurate advice

and information to expedite the referral management process. Uses

TRICARE's CCS Website to locate patient's referral status.

Customer Service for Sears Grand Department Store 9/06-11/08

customer service, completing floor sample inventory weekly, restocking

the department and descriptions of merchandise in displays,, managing

mismate inventory and shipping of the zero out returns. Unloading and

tagging of merchandise for displays.

Secretary/Receptionist for Congregation Am Echod 5/05-2/06

Meeting and greeting guests, Using Word Publisher to complete and print,

and distribute Monthly bulletin/ calendar, Typing any correspondence or

other documents as needed, Typing and posting weekly schedule of events,

receiving and documentation of payments, Completion of thank you letters

for donations, answering phones, taking messages, responding to emails,

leaving messages, Sending out monthly yarzheits, filing receipts and

records of congregation, tracking and ordering office supplies

Infant Room Teacher for Paul K. Kennedy Childcare Center 3/03-1/05

Responsible for meeting DCFS daycare standards, Developed daily

curriculum utilizing yoga and infant sign language, Ensuring Positive

interactions, administering medication, maintaining supplies as needed

for care of classroom, Responsible for daily communication with parents,

and writing monthly newsletter article

Independent Living Program Case Specialist for Allendale Association 1/02-

4/02

Working with clients, the court system, families, funding resources,

schools, and other

Community resources, communication with staff and family members,

providing crisis intervention, and mediation, Attending court and ACR's,

and multidisciplinary staffing, preparing reports, collecting and

compiling data,records, and progress notes, developing ILP plans and

goals

Teacher's Assistant for Special Education District of Lake County 10/00-

1/02

Assisting with educational, recreational, social and behavioral

programming

Facilitator for Academic Skills Learning Center 7-10/99

Supervising 12 computer worksites, monitoring programs, providing weekly

reports, recording attendance

and data entry, maintaining computers, Advertising and promotion of program

Teacher's Assistant for Great Lakes Cooperative Preschool 8 -5/98

Assisting with educational, recreational, social and behavioral programming

Fundraiser in behalf of Vietnam Veterans of America, Inc. 5-7/98

Seeking funds and donations to provide assistance programs for Vietnam

Veterans

Deployment with Military Spouse at Naval Air Station, Sicily 8/94-9/97

Volunteering to fundraise for Community at the "Community Diner ",

serving as the Secretary of

the Constanzo Housing Recreational Committee,Managing the Community

resale store and library,

Serving as a substitute playgroup leader as needed, and serving as member

of Security Charlie Section Support Group

Medical Social Worker at Charleston Memorial Hospital 4/92-11/93

Providing assistance in obtaining rehabilitation, education,

employment and shelter for patients,

Assisting patients to apply for Social Security, and other funding and

benefits, Referring patients to outside agencies for follow-up care

upon discharge, including obtaining basic resources of clothing, food,

home health, and medication, and medical supplies, Providing services as

patient advocate, Advance directive Coordinator, Member of the Mayor's

Committee on Homelessness, Served on the Nursing home committee, the

Education committee, and the Integrated Services Committee, providing

Crisis Intervention, and Individual and Group Counseling, providing On

-Call Responsibility for Hospital on a Monthly Basis

State of Illinois Department of Mental Health and Developmental

Disabilities

Vocational Specialist, At Tinley Park& Howe Developmental Center 8/83-

8/84

Mental Health Supervisor, Recreation Worker II (Director of the

Recreation Center at the Elisabeth Ludeman Developmental Center 8/84-8/90

Activity Therapist II & III at the Anne Kiley Developmental Center, 8/90-

6/91

Providing Recreation Center funding, purchasing, and maintaining center

wide leisure supplies and equipment, Supervising and coordinating direct

care staff, inspection and quality assurance, Planning and supervising

employee objectives, performances, and evaluations, disciplinary actions

and terminations,

writing and planning annual staff and client evaluations, providing

recommendations and programs in recreational, physical education and

leisure skills and behavioral shaping, providing Social programs,

Coordinating of all Trips, Activity and trust fund expenditures,

quarterly leisure packets and special events for facility

ACCOMPLISHMENTS:

* Initiated and compiled a referral resource book adopted for use by Social

Work Department

* Provided a directory of Prescription drug indigent programs saving the

hospital thousands of dollars in medication funding and increasing the

amounts of patients served

* Designed and implemented a citizenship program which was adapted by two

state facilities

* Wrote instructional booklet for new employees in the infant room of

daycare

* Wrote step by step instructions for computer programs utilized by

Contract Representatives.

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