Customer Service Manager

Marcene J. Bowers

**** **** ****** *****, *********, AL 35907

256-***-**** home 423-***-**** cell

********@*******.***

Summary I am an experienced manager with over 26 years in the

disability field including over 16 years with MetLife. I

was a telecommuted with MetLife for the last 14 years

with 10 years as an off site manager. I successfully

developed and implemented a vendor management program for

MetLife's Social Security disability attorneys. I was the

author of the majority of MetLife's Social Security

disability policies and procedures. I have 10 years of

multi-state Disability Determination Services (DDS)

experience. I have a good working knowledge of medical

terminology, Short Term Disability (STD) and Long Term

Disability (LTD) claim management. I have attended

numerous professional development courses.

Areas of Excellent managerial skills

Expertise Expert on Social Security

Excellent understanding of SSA regulations and Listings

of Impairments

SS Vendor/attorney management

Good understanding of STD/LTD claim management

Knowledgeable on STD/LTD plan languages

Excellent knowledge of medical terminology including

ICD-9 codes

Excellent communication and customer service skills

Strong technical knowledge of claims management

Excellent training skills

Strong organizational and multi-tasking skills

Strong analytical skills

Experience MetLife Insurance Company - Disability 1999-2008

Social Security Unit Manager

Managed a staff of 22 Social Security Specialists in 4

offices. Was responsible for the development and

management of the SS vendor /attorney program including

recruiting, interviews, credentials, referrals,

reporting, quality, expenses, customer service,

performance and improvement opportunities. Was

responsible for the development and maintenance of

various metrics to monitor vendor performance. Produced

a monthly analysis of attorney reports and reporting of

findings to senior management along with trends,

compliance to standards and improvement opportunities.

Served as MetLife's in-house expert on SS disability

matters. Performed quarterly performance and quality

reviews on SS specialists. Actively participated on claim

teams to address SS concerns. Was responsible for

addressing and resolving customer complaints on SS

disability issues. Developed the SS disability policies

and procedures for the MetLife Claim Management

Guidelines.

Travelers/MetLife Insurance Companies 1991-1998

-Disability

Social Security Specialist

Responsible for determining if claimant was a good

candidate for Social Security disability benefits by

reviewing medical records, work experience and conducting

claimant interviews. Educated claimant on the advantages

of filing for Social Security benefits and the LTD plan

language. Assisted claimant in filing for Social Security

benefits. Directed claimant through the different level

of SS appeals. Referred claimant to attorneys and

aggressively managed the claim through claim resolution.

Analyzed and provided Social Security award information

to Case Manager. Followed-up for dependent benefits.

Georgia/Tennessee Departments of Human 1987-1991

Resources-Disability Determination Section

Quality assurance Reviewer

Responsible for reviewing previously denied Social

Security Disability claims, Court Remanded claims and

Continuing Disability Claims (CDR's). Responsible for

determining eligibility for Social Security Disability

Benefits based on review of medical records information

solicited from claimants and interpretation of Social

Security Regulations. Drafted correspondence to

claimants, attorneys, medical sources and the Social

Security Administration.

Tennessee Department of Human 1981-1987

Resources-Disability Determination Section

Disability Examiner

Responsible for determining eligibility for Social

Security Disability benefits based on review of medical

records, information solicited from claimants and

interpretation of Social Security Regulations. Drafted

correspondence to claimants, attorneys, medical sources

and the Social Security Administration.

Professional Managing People for Results

Development Leading Virtual Teams

Training

Performance Management Presentation Creating a

Service Culture

Foundations of Effective Thinking Recognize

Conflicts of Interest

Managing Demanding Customers Building a

High Performance Team

2004 Frontline Management Essentials PDCA

Project Management & Project Leader Coaching for

Success

CheckMate

Maximizing

Performance

Education BS in Elementary Education from Middle Tennessee State

University

References Will be furnished upon request.

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