Customer Service Manager

FARRAH SUZANNE COPP

nd

***** * ** ****** #**** ● Scottsdale, AZ 85260 ● 303-***-**** ● ******@***.***

CAREER SUMMARY

Creative Business professional with 10 years of demonstrated experience in areas of human resource

related and customer service functions. Customer focused, with strong communications, problem

solving, and interpersonal skills. Proven skills and experience include:

• Client / Customer Relations • Interviewing / Testing

• Customer Service • Training Development / Delivery

• Executive Recruitment • High Volume Recruiting

PROFESSIONAL EXPERIENCE

COVENTRY HEALTHCARE, Scottsdale, AZ 2010 to present

(Position Eliminated March 1, 2010)

Human Resources Consultant & Executive Recruiter

• Responsible for executive recruitment

• Sourcing via cold calling and networking

• Internal consulting and relationship management

• Facilitation, presentation, project management, database administration, training and vendor

management

• Promoting the intuitional values of innovation, collaboration, accountability, respect, and excellence

ST JUDE CHILDREN’S RESEARCH HOSPITAL, Memphis, TN 2008 to 2010

(Relocated to AZ)

The #1 Pediatric Oncology Hospital in the Nation

Nurse Recruiter (Memphis, TN)

• Specializing in a variety of strategies to procure and assist in the selection of the highest

quality CNA's, LPN's, RN's, CRNA's, and nurse practitioners

• College recruitment and school relations

• Managing strategic relationships with hiring managers to identify talent needs and develop

recruitment strategies and hire the best.

• Ensure all operations and recruitment efforts adhere to all policies, procedures, and regulations.

• Creating a positive manager and candidate experience

PROGRESSIVE INSURANCE, Mayfield Heights, OH 2000 to 2008

(Company reorganized and I was laid off)

Third Largest Provider of Automotive Insurance in the U.S.

Senior Recruiter (Denver, CO) (2005 to 2008)

• Handled recruitment for CO, NE, ND, SD, UT, and WY.

• Became a subject matter expert for market area to attract new talent.

• Created innovative sourcing plans, mining resumes, resume screening, phone screening.

• Managed candidate experience from initial contact to offer.

• Coordinated and conducted open houses and interview days.

• Facilitated data integration with management.

• Built college and university relationships.

• Created strategic relationships with hiring manager to identify talent needs and develop

specifications to hire the best.

• Conducted training for behavioral interviewing.

Claims Team Leader (TX & CO) (2003 to 2005)

• Facilitated activities of the team to achieve company and personal goals through weekly team

meetings and focus groups.

• Directed the activities and performance of 5 6 team members consistently achieving

objectives.

• Developed training and programs for claims representatives to achieve highest level of

customer service, understanding of injury handling, writing accurate estimates, and settling

claims timely.

• Conducted training classes and presentations for the company.

• Triaged claims according to skill level and expertise.

• Completed diagnostic file reviews to measure competencies.

• Assisted in new employee interviewing for the company

Insurance Claims Specialist & Adjuster (NM & GA) (2000 to 2003)

• Directed and led the work of others in a team environment.

• Conducted interviews and corresponded with agents, witnesses and attorneys

• Investigated and settled insurance claims.

• Adjusted property damage to vehicles, homes, and other properties or assets.

• Evaluated and determined injuries and negotiated claim settlements.

EDUCATION

BS, Community Health Promotion, University of New Mexico, Albuquerque, NM

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