Customer Service Years Experience
Resume:
DONNA LIGHTFOOT
Marion, OH *****
740-***-**** (home)
806-***-**** (cell)
740-***-**** (alternate number)
****************@*****.***
SUMMARY:
Over 15 years experience in customer service, three years experience in account management
and client relations and five years experience in the health care industry with Blue Cross Blue
Shield of Texas. Posses excellent team skills and ability to work professionally and productively
with no supervision. Strong organizational, analytical, leadership, developmental, decision
making, oral and written communication skills.
PROFESSIONAL EXPERIENCE:
TMG Health (Division of Health Care Service Corporation)
Amarillo, TX
July 2009-February 2010
Trainer
Train New Hires in all aspects of the online database, Medicare Part A, Medicare Part B and
Medicare Part D as well as all enrollment option types. Train Customer Service Etiquette, TMG
system navigation, Medicare (CMS) website research and verification for enrollment information
and status.
Blue Cross Blue Shield of Texas (Division of Health Care Service Corporation)
Amarillo, TX
November 2004 – August 2009
Inquiry Inventory Specialist
Inventory Specialist/Workforce Management - Amarillo
Responsibilities include reporting inventory and average speed of answer levels to all
management personnel as well as divisional personnel. Forecasting of volumes, analyzing of
patterns, performance and productivity. Coordinate staffing, distribution of work, and negotiate
assistance from other departments in order to meet corporate goals.
Facilitate classroom and individualized training in specialized subject matter. Design, develop and
conduct technical training programs for staff on enhancements, revisions or changes in programs.
Analyze, recommend and assist management and personnel in implementation of procedural
changes. Coaching with constructive feed back and mentoring personnel.
Other duties include research and resolution of escalated issues, liaison with various in-house
areas, and perform special projects as needed or requested.
EDUCATION:
Graduated – Lake Central High School – St. John, Indiana
Successfully completed the following courses:
Performance Management Process, Coaching for Leaders, Team Leadership-Conducting
Productive Team Meetings, Emotional Intelligence, Teamwork Fundamentals, Best Practices in
Critical Thinking, Essentials of Persuasion, Communicating with Difficult People-Handling Difficult
Co-workers, and Fraud Awareness.
TECHNICAL SKILLS:
Computer and Internet Literate
Typing: 70 WPM
10 key by touch
Data Entry
Word Perfect and Mainframe Operations
Microsoft Office
Microsoft Word
Microsoft Excel
Microsoft Power Point
Lotus Notes
CMS Workforce - Citrix
Aspect Workforce
eWorkforce Management
Centrevue
References and Letters of Recommendation are available upon request.
Contact this candidate