Customer Service Process Improvement

Michael D. Springer

**** **** ***** ****** ( Cleveland, Ohio 44105 ( 216-***-**** (

abikix@r.postjobfree.com

January 4, 2013

Dear Human Resource Recruiter:

In response to the job posting, please consider my resume in your search

for your HR Business Partner position. I believe you will find that my

credentials are aligned with your business requirements and objectives for

the job.

I have well over 21 years of customer service experience, in which I have

significantly impacted productivity, morale, and revenue. I enjoy building

teams and bridging relationships and functions cross-site to assure one

team, one message, and one goal. Ideally, this position will make optimal

use of my experience working in capacities that require effective

leadership, strong interpersonal communication, coaching and development

skills, an ability to interface effectively with the client as well as

internal and external customers, and a skill for ensuring that all

activities are aligned with the overall strategic objective.

I know that I am prepared for a new opportunity that will take advantage of

my experience and education. I am confident that I would be a value-added

asset to your organization.

I would welcome the opportunity to interview for the position and discuss

the results you can expect from me. Thank you for your time and

consideration.

Sincerely,

Michael D. Springer

Enclosure

Michael D. Springer

3685 East 118th Street ( Cleveland, Ohio 441055 ( 216-***-**** (

abikix@r.postjobfree.com

RELATIONSHIP MANAGER

Customer/Client Services / Relationship Management / Research / Retention /

Support

Talented, results-producing, performance driven, leader with a proven

record of accomplishment in coaching and process improvement. Proven

leadership skills with special skills in recruiting, retaining, and

motivating front line analyst to new levels of productivity. Communicate

successfully and productively to members, clients and physicians. Excellent

problem solver. Strong team orientation. Forward thinking with a

proactive approach towards leadership and development.

Customer Service Strategic Planning

Training and Development Relationship Development

Key Account Management Team Building & Management

Process Improvement Budget Preparation/Administration

Professional Experience

COORDINATOR, PHARMACY BENEFITS ANALYSIS AND REPORTING 2010- Present

Kaiser Permanente, Cleveland, Ohio

As a Coordinator, Pharmacy Benefits Analysis and Reporting I am responsible

for various functions within the pharmacy department. Responsibilities

include adding and deleting drugs from our drug formulary, correcting

pharmacy issues when claims are not adjudicating at the members correct

copay, adding new members and visiting members into our system to allow

them access to their pharmacy benefits. Functions also include reporting

to the Pharmacy Benefit Managers (PBM) for Medicare and non-Medicare

members for proper claim adjudications. In addition to those functions, I

also field calls and emails from pharmacy technicians regarding any claims

issue at their facilities. I am also responsible for running monthly and

quarterly drug reports.

CUSTOMER RELATIONS

SPECIALIST 2002 - 2010

Kaiser Permanente, Cleveland, Ohio

As a Medical Record Clerk, my duties consisted of pulling charts for the

days appointments, and filing incoming medical record charts. As a

Customer Relations Representative duties included completing customer, and

hospital inquiries such as checking to see if bills are paid, as well as

checking referrals for future appointments. Additionally, duties consist

of handling complex inter office inquiries from Marketing and Referrals

department for Kaiser Permanente members. Other duties include, handling

escalated issues from representatives, and resolving issue via KANA or

email, in addition to making out bound phone calls.

SUPERVISOR, CUSTOMER RELATIONS SUPERVISOR 1998 - 2002

Jani King - Cleveland, Ohio

As a Contact Supervisor, I was responsible for handling all customer

inquiries regarding their accounts. Duties include interacting with

business owners, and making sure all request were taking care of in

response to escalated service issues. Duties also include obtaining new

accounts, and supervision of approximately 16 employees.

SPECIALIST, CUSTOMER SATISFACTION 1997 - 2000

MBNA - Beachwood, Ohio

Responsible to respond and, resolve customer related issues. Subject

Matter Expert and mentor to all of the newly hired associates on the team.

Duties include completing special report projects for management on a

timely basis. Other duties include, but not limited to, accurately

gathering, and recording data, prioritizing workload to the team, and

handling escalated calls and electronic mail.

Michael D. Springer Page Two

Education & Credentials

Bachelor of Science Degree, Business Administration, ( University of North

Dakota, Grand Forks, ND

References

Available Upon Request

Contact this candidate