Customer Service Quality Assurance

Summary

Results-driven leader who consistently delivers on commitments,

implementing change for continuous improvement and adding business value.

Proven ability to build strong relationships with staff, client and

customers using negotiation talent, persuasion and demonstrated commitment.

Broad-based functional experience - operations, technology, marketing and

compliance. Self-motivated and an innovative thinker, consistently pursuing

new challenges to stretch abilities, expand knowledge and bring greater

returns to employers.

Core executive competencies include

. Strategic Planning & Leadership

. Quality Assurance & Six Sigma Methodology

. Continuous Process Improvement

. Budget Setting & Team Leadership

. Building cross-functional relationships

Experience

Univita Health (Formally Long-Term Care Group)

January 2003 - Present

Senior Account Manager

( Provide regular two-way communication between the client and Univita

teams ; this includes having a strong understanding Univita and the

client expectations and goals

( Responsible for day-to-day Operational and project tasks, including

documentation, prioritization, and resolution of issues

( Coordinate and manage revenue and timelines associated with several

projects simultaneously, working with software developers, testers, clients

and end business users

( Forecast revenue for ongoing Operational processing as well as projects

( Understand client's issues and needs; prioritize internally to balance

resource allocation

( Give 2-4 presentations per month to executive management; consistently

receive positive feedback on presentation style

Operational Business Analysts

( Develop and maintain requirements; identify and document business

rules; define stakeholder roles, risks and responsibilities; create

use cases, use-case modeling for the Operational areas for existing

clients/processes or new client/processes implementations while

focusing on the aspects of Six Sigma.

Application Control Supervisor

( Staff of over 20 employees and 10 clients

( Including hiring, training, disciplinary action and termination,

while making sure that service level agreements were meet on a weekly

and monthly basis.

Customer Service Trainer

( Created the Customer Service Training Manual

( Developed and Trained on compliance, fraud and HIPAA

( Supervisor, Trained and coached 30 employees

LeClair Insurance Services May 2001 to

December 2002

Marketing/Training and Development

Field Training:

Recruited and trained insurance agents in the lower 48 states and

parts of Canada. Field training for insurance agents on the different

products (Long-Term Care, Health, Life and Group Insurance) that

LeClair Insurance Services represented. While also providing

consulting services on tradeshow coordination, insurance seminar

planning and created marketing plans to help make the representatives

more productive. Training included web-seminars, phone conferences and

face-to-face presenting.

Marketing:

Created and developed the following:

? Newsletters

? Brochures & Newspaper Advertisements

? Long-term & Short-term Marketing Plans

? Promotional and Incentive Programs

? A six-step process for insurance agents to conduct a successful Long-

Term Care Seminar.

Skills

Proficient in the following Microsoft Office applications: Outlook,

Word, PowerPoint, Excel and Visio; additional knowledge in Access and

Project. I am a dynamic presenter and team player with experience in

working with all levels.

Education

Bachelor Degree of Science, Speech Communication & Marketing

Communications with a Business Emphasis, University of Wisconsin -

River Falls Graduated June 2001

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