Customer Service Project Manager
Resume:
*************@****.***
Seeking a Management-Track Position with a Dynamic, Caring Company that
Values
My Superior Analytical, Management, Writing, Creative and Computer Skills
2003 - 2009 Unum Insurance, Glendale, CA
Disability Claims Manager and Quality Assurance Consultant
. Partnered closely with STD and LTD operations, attorneys, physicians,
nurses, vocational experts, accountants and training department to
enhance company performance at all levels.
. Analyzed technical, contractual, medical, financial and legal aspects of
claims. Coordinated with Workers' Comp, State Disability and Social
Security Disability. Met deadlines and goals.
. Selected as "Quest" Top Performer. Cited for excellence in written
communications and customer service / Return To Work assistance. Relied
upon as Excel specialist and Data Analysis expert.
. Saved several million dollars on a few occasions (confirmed by company
attorneys) in course of claims management by identifying and resolving
technical and payment issues.
. Saved company from legal and financial exposure numerous additional times
as Lead QA Consultant, advising on claims throughout organization
(Portland, Chattanooga and Glendale).
. Wrote informative analyses and scored 197 aspects of LTD claims handling
to identify and establish Best Practices and to resolve customer service,
legal and technical issues.
. Improved QA procedures and clarified calibration to enhance consistency
and increase efficiencies throughout claim management operations.
Selected to perform QA Peer Reviews.
2000 - 2002 Carlson Hospitality Worldwide, Omaha, NE
Manager of Email, Letter, Website and Call Center Communications
. Guided and coached staff of 30 customer service reps to reach amicable
resolution of issues between hotel management and guests of Radisson,
Country Inns, Park Inns and Regent International Hotels.
. Created and maintained Excel tracking files and upgraded QA process to
accurately represent current practices and goals. Conducted QA and
performance reviews.
. Monitored call and e-mail volume, and established appropriate staffing
levels via scheduling, hiring and firing. Full administrative oversight
of 10-member communications team.
. Developed personal relationships with hotel management and intervened as
needed to arbitrate sensitive or escalated situations. Ensured cost-
effective, high-quality customer service.
. Facilitated staff meetings, wrote minutes and summaries, and contributed
to company newsletter.
1997 - 1999 Prudential Insurance, Woodland Hills, CA
Manager of Special Projects Teams
. Entrusted with problem-solving and decision-making responsibility for the
extremely fast-paced, rapidly evolving and legally bound alternative
dispute resolution (ADR) life insurance project.
. Special project administration and coaching of as many as 120 research
analysts. Regular supervision of 85 claims liaisons, reviewing and
signing off on all key milestones. Full administrative oversight of 15,
writing and delivering quarterly and annual performance reviews.
. Created Excel spreadsheets, compiled and analyzed data for projects and
individual performance.
. Selected as one of five (of 500) to develop ADR Scoring process.
Operated as part of 13-member "Swat Team" rapidly training management and
the growing 700-employee staff.
. Continued as ADR expert compiling data, resolving inconsistencies,
querying legal resources and training staff. Promoted to Team Leader.
1993 - 1997 Anarchy Comics & Games, Omaha, NE
Manager of Retail Operations
. Established and operated commercially successful pop-culture retail store
with complete responsibility at every stage, including financial planning
and allocations.
. Managed, trained and scheduled staff of 3 to 6 employees. Responsible
for hiring and firing.
. Tracked and maintained inventory. Analyzed sales experience and
forecasts to place orders and process shipments from ten different
distributors and suppliers.
. Tracked and maintained weekly and monthly orders for 150 preorder /
standing order customers.
. Developed sales programs including direct mail, newspaper, radio and
television.
. Wrote and edited store newsletters and radio and television spots.
Created and designed newspaper advertisements, fliers, postcards, signs
and coupons for mailings and in-store promotion.
1990 - 1993 National Insurance Law Service (NILS) Publishing - Cap
Cities/ABC, Chatsworth, CA
Associate Editor of Regulations and Publications
. Performed all Senior Editor functions including monitoring staff
research, scheduling and overseeing revisions, and performing Final
Quality Check before publication.
. Managed and maintained state-by-state insurance regulatory documents for
all 50 states and the federal government via written and telephonic
research. Wrote and edited New York General Counsel opinions
compilation.
. Proposed and performed project analyzing and documenting each state
government's legislative and regulatory procedures for aid in obtaining
and publishing timely, accurate updates.
. Trained new hires and coached and trained regular staff. Proposed and
wrote several in-house training documents.
. Initiated program for positive feedback mailings to government contacts
to establish and build solid, ongoing relationships.
ADDITIONAL WORK EXPERIENCE:
. Technical Writer and Project Manager. Accent Printing, Lincoln, NE.
. Project Manager. Copies Unlimited, Pasadena, CA.
. Life and Health insurance sales agent. NHIC, Omaha, NE.
. Property & Casualty CSR and administrative assistant. Retailer's
Insurance, Omaha, NE.
. Accounting Report Proofreader. Deloitte & Touche, Los Angeles, CA.
. Writer, Editor. Two Point Conversion, Lincoln, NE and Pasadena, CA.
EDUCATION:
Supervisory & Management Certification Courses - Carlson Hospitality;
Prudential
Mentor Workshops - Unum; Carlson Hospitality; Prudential
Medical Training Courses - Unum
LOMA Insurance Exams - Unum
Customer Service Training & Certification - Unum; Carlson Hospitality
Communication Styles & Interactions - Unum; Carlson Hospitality
Nebraska Life, Accident & Health Agent License (2000)
NASD Series 26 - Registered Principal License (1999)
NASD Series 6 - Registered Representative License (1998)
University of Nebraska - Lincoln, Nebraska - B.A English. Math minor. 3.3
GPA.
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