Customer Service Project Manager
Resume:
Michelle Hamilton __________
Whitestone Court
Semmes, AL 36575
251-***-****(Home)
ablrm5@r.postjobfree.com
Summary of Qualifications
* Organized, efficient, and precise with strong communication and liaison
skills
* Decisive and direct, yet flexible in responding to constantly changing
assignments
* Coordinated multiple projects and meet deadlines under pressure
* Enthusiastic, creative and willing to assume increased responsibility
* Attention to details and strong follow through
Special Skills
* Computer proficient; highly adaptable to new systems and processes
* Over ten years of experience in a customer service environment
* Two years of experience working on a project team
* Able to work well in self-managed and team-based situations
Relevant Skills
Office Administration
* Collected and recorded statistics and confidential information
* Assembled and organized bulk marketing materials
* Data entry, with exceptionally fast typing and related Office
Administration activities
* Progressive experience in scheduling, support services, data analysis and
research collection
* Proficient in MS Word, MS Excel, MS PowerPoint, MS Outlook, MS SQL server
and ClearQuest
Customer Service
* Excellent verbal and written communication skills
* Highly skilled at solving customer relations problems
* Strong relationship building skills
* Exceptional track record with customer service delivery and records
documentation
* Possess great people skills
Education
* BS, Healthcare Administration, Bellevue University, Bellevue, NE
Relevant Professional Experience
Office Manager/Recruiter 6/10-Present
Hofmann Services, Mobile, AL
* Implement cost effective sourcing strategies for identifying high
quality talent in response to staffing at all levels.
* Build and sustain a network of potential applicants.
* Maintain all statistical data associated with the recruitment of
open positions ensuring timely and accurate information processing.
* Conduct the interview and selection process, partnering with the
hiring managers and other interviewers to define interview strategy
and frame offer packages.
* Worked with recruiting manager and account executives to understand
specific needs of available positions and candidates.
* Ensured that the client adhered to the Change Management
Notification (CMN) process for any requests.
* Responsible for handling Human Resource issues and employee problem
resolutions.
* Planned and monitored daily staffing schedules and adjusted
accordingly to ensure adequate staffing levels that support
operational demands and business objectives.
* Manage and oversee administrative functions to ensure all paperwork
was processed efficiently and in a timely manner.
* Review clerical and personnel records to ensure accuracy.
IT Department/Senior Business Analyst 7/07-3/10
Kingsway America, Mobile, AL
* Completed Requirement documents.
* Participated regularly in Walkthroughs and Review meetings with
Project Manager, QA and Developments Teams.
* Managed development and production failed packages and communicated
the appropriate support teams and developers.
* Ensured that the client adhered to the Change Management
Notification (CMN) process for any requests.
* Documented all system changes and request for user access using the
appropriate Requirement documents which were stored on a shared FTP
site.
* Maintained client confidence and prevented slippage of issues by
serving as a coordinator during critical phases of the project.
* Assisted the QA team in reviewing test cases, test plans and tested
the final application for usability testing to verify whether all
the user requirements were catered to by the application.
* Developed test plans and test scenarios for integration, regression
and user acceptance testing (UAT) to improve overall quality of the
Application.
* Utilized ClearQuest for all types of changes with a flexible
workflow process.
Claims Department/Claims Adjuster 7/06-7/07
Kingsway America/Southern United, Mobile, AL
* Conducted prompt and thorough investigations, evaluated facts,
interpreted laws and regulations, and rendered determinations,
including compensability and medical determinations.
* Analyzed case facts and monitored activities in order to identify
possible fraud and/or abuse, and/or third party liability
throughout the course of the claim.
* Reviewed photographs and written or audio-taped statements.
* Verified the nature and extent of injury or property damage by
obtaining and reviewing appropriate records and damages
documentation.
* Corresponded with or interviewed medical specialists, agents,
witnesses, or claimants to compile information.
* Established and maintained a high level of positive working
relationships with internal and external customers, ensuring
satisfaction with company services.
* Updated appropriate parties as needed, providing new facts as they
became available.
* Negotiated with the claimant to settle the claim.
Compliance and Reimbursement /Charge Audit Specialist I 4/06-7/06
University of South Alabama/Mobile, AL
* Performed charge capture audits, initiated and lead performance
improvement efforts to enhance charge capture, educated clinical
departments and promoted revenue cycle integrity.
Outsourcing/Application Representative II 9/04-4/06
CPSI, Mobile, AL
* Negotiated with the claimant to settle the claim. Prepared
insurance forms, filed claims, managed records and handled billing.
Patient Management/Care Management Associate 7/97-12/03
Aetna, Alpharetta, GA
* Supported comprehensive coordination of medical services including
Care team intake, screened and supported the implementation of care
plans to promote effective utilization of healthcare services.
References Available upon Request
Contact this candidate