Customer Service Manager
Resume:
Angela Jones
Phenix City AL 36870 ****************@*****.*** 334-***-****
Operations manager with 10+ years of management experience in the insurance
industry to include Cafeteria Plan regulations, Flexible Spending Account
reimbursement guidelines, and supplemental insurance policy billing,
reconciliation, service, claims, customer service, training, remittance
processing, budgeting, monthly report generation, and report analysis.
Consistently achieved and exceeded goals by creating and implementing more
efficient processes and improving turnaround of underperforming operations
while innovatively reducing overall operational costs.
Dependable builder and leader of customer-focused teams; instilled a
shared, enthusiastic commitment to customer service as a key driver of
company goal attainment. Led by example and ensured the execution of an
optimal customer experience while following all set company guidelines and
procedures. Consistently achieved and often exceeded team goals by
creating an environment that promoted and embraced teamwork as a means of
achieving positive results.
Customer Service Customer Satisfaction Teambuilding
Management Enhancement Training
Complaint Handling & Front-End Supervision Cafeteria Plan
Resolution Payroll Administration Regulations
Recruiting Risk Management (Internal Cost-Reduction
Supplemental Insurance and Sarbanes Oxley Controls) Strategies
Accounts Direct Billing of
Payable/Receivable Managerial Finance Policies
Accounting Principles All Microsoft Windows/Office Budget Management
Medical Claims Processing Applications SAP Budget and Payroll
Medicare Supplement Business Objects System
Insurance Crystal Reports HIPAA
General Bookkeeping Report Generation & Analysis FMLA
Request For Proposal (RFP) COBRA
Responses Internet Browser Integrated Mainframe
Microsoft Sharepoint Applications Systems
File Transfer Protocol Document Assembly/Processing Office Manager
(FTP) Pbuse Certified
Remittance Processing Service Agreement Contract
Management Preparation
Professional Experience
Aflac - Columbus, GA
12/92 - 08/09
Policy Service Manager, 03/04 to 08/09
Supervisor Cafeteria Plan Services, 01/00 to 03/04
Primary responsibilities included leading, developing, and supervising 5+
direct supervisors and 1 administrative assistant while responsible for the
quality and quantity of work performed by 100+ production policy service
specialists. Fostered an environment in which the customer experience was
the main goal of all employees while maintaining efficient production and
quality of work. Managed operations to ensure processes and procedures
were executed at a minimal cost. This included both technical and non-
technical procedural and system enhancements. Acted as a subject matter
expert on all department system enhancements. Responsible for recruiting,
interviewing, and hiring key personnel, completing and administering
performance appraisals, maintaining accurate employee records/files, and
developing key skills needed for success of employees. Served as key
contact for both internal and external auditing of quality, internal
practices, and compliance with Sarbanes Oxley regulations.
Other Notable Positions:
Aflac, 12/92 to 01/00
Claims Specialist, Lead Claims Specialist, Call Center Specialist, Trainer,
and Large Account Executive
Ward's Rental Management, 06/90 to 12/92
Bookkeeper, Office Manager, Property Manager, Monthly Financial Reporting,
and Accounts Payable
Selected Contributions:
Received Employers Council on Flexible Compensation (ECFC) designation of
Certified in Flexible Compensation Instruction (CFCI).
Created a system with minimal Information Technology support that enhanced
operations of two billing support teams from a paper to a paperless
environment.
Project manager for Aflac Customer Payment Rules (CPR) billing enhancement
project. This project was a complete system and business rule change for
the entire group billing process that took over 5 years to completely roll-
out. My primary responsibilities included managing the gathering of
requirements, system testing, pilot program management, phased roll-out,
internal/external training, and change management promotion.
Managed relationship with Aflac's largest payroll account which consisted
of 250,000+ policyholders. This included direct communication via email
and phone calls along with personal visits to the account.
Completed Management Level I and II training.
Expertise is reviewing processes and creating more efficient or cost
effective means of handling. Some examples include making changes to forms
to reduce printing cost, reviewing legal guidelines versus processes such
as mail notices to reduce postage costs, and eliminating manual processes
with and without technology.
Education
CHATTAHOOCHEE VALLEY COMMUNITY COLLEGE - Phenix City, AL
Associate Degree - Computer Science Technology
TROY UNIVERSITY - Phenix City, AL
Currently pursuing Bachelors Degree in Business Administration - Management
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