Customer Service Human Resources
Resume:
Diane Hawn
Email: *********@********.***
Address: ***** *** **** **
City: Windsor
State: CA
Zip: 95492
Country: USA
Phone: 707-***-****
Skill Level: Experienced
Salary Range: 40
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Diane Hawn
10911 Rio Ruso Dr.
Windsor, CA. 95482
*********@********.***
OBJECTIVE
An opportunity to use my customer service, communication, and administrative skills for a company that values professionalism and exceptional communication.
QUALIFICATIONS
Several years of progressively responsible experience involving customer service in the insurance
and health care industries demonstrating the following areas of expertise:
* Delivers consistent and superior customer service
* Possess outstanding problem-solving and human relations skills
* Proven oral and written communication abilities in diverse work environments
* Demonstrates exceptional detail orientation; generate accurate monthly statistical reports
* Committed team worker with professional attitude and positive outlook
* Skilled in developing and transmitting clear policies and procedures; resolve complex escalations effectively
* Experienced in working with multi-functional teams and coordinating trainings and special events
EXPERIENCE
COUNTY OF SONOMA, Santa Rosa, California 2011 to current
HR Technician
Provide support and assistance to the Recruiting and Classification Department which includes; HR Analysts, department liaisons, and other management professionals. Responsibilities include: reviewing applications; drafting job announcements and brochures for recruitments; drafting and placing ads on the County of Sonoma website, Craigslist, Monster, and newspaper; communicates information to County employees, departments, and the public regarding the application and/or recruitment process, as well as Civil Service Rules and HR Department practices; administering and proctoring examinations; gathering information, conducting research, and producing reports; and performing related duties as assigned. Provide back-up for multi-line reception desk for Human Resources and Risk Management departments.
FIREMAN'S FUND INSURANCE COMPANIES, Novato, California 2000 to 2009
HR Senior Service Specialist/HR OnCall Team Lead
Originally hired in newly created HR department to lead team; reclassified as senior service specialist in 2007. Verified, explained, and clarified Human Resources benefits, payroll, and related policies for internal customers and retirees. This team was a human resources service center, but also provided administrative support to other Human Resources departments. Continuously assisted team with calls, voicemail, emails and mail in addition to processing new hire paperwork and maintaining personnel files. Answered procedural questions, clarified policy issues, and resolved problems/escalated calls. Conducted weekly new employee benefit orientation classes via webinar. Provided callers with guidance through company intranet and databases for HR form completion. Created and updated training manuals and knowledge database; maintained current HR information; developed statistical reports; and served on special operation and vendor project teams. Hired, coached, and evaluated new service specialist representatives. Served as the liaison across many departments and outside service providers. Performed research, developed call center job analyses, and tracked performance statistics for use in planning long-term resource allocation. .
REDWOOD HEALTH SERVICES, Santa Rosa, California 1998 to 2000
Claims/Customer Service/Provider Relations
Customer Service/Provider Relations Supervisor (2/99 to 6/2000) Worked closely with physician groups and representatives to process claims and authorizations. Researched coverage contracts and benefits agreements and made adjustments as needed. Monitored member concerns and explained exceptions and limitations in benefits. Coached and organized staff of 12 organized as an employee team. Analyzed data and produced departmental reports to track continuous quality improvement. Continued to serve on teams with management groups.
DIANE E. HAWN
EXPERIENCE (continued)
Customer Service Supervisor (12/98 to 1/99) Maintained and enhanced working relationships with internal and external customers on claims and service-related issues through company's expansion to include managed care. Worked closely with members to process routine covered claims. Hired and trained team members, planned and coordinated work schedules, and evaluated staff at periodic intervals. Produced departmental reports; made recommendations to and provided updates for upper management.
Claims/Customer Service Supervisor (5/98 to 11/98) Hired as first-line manager in organization offering third-party benefits administration for large employers. Supervised staff involved in processing claims and providing customer service via call center. Worked with management to plan, coordinate, and implement projects, policies, and procedures. Adding new lines of business caused Claims and Customer Service to split into two departments.
FIREMAN'S FUND INSURANCE COMPANIES, Novato, California 1990 to 1998
Customer Service and Supervisory Positions
New Loss/Phone Unit Supervisor (5/95 to 5/98)-Supervised and evaluated 9 people in claims setup unit that received documentation from employers and medical professionals, verified information, and created claim files for processing within strict time deadlines. Counseled and coached employees; maintained confidential files, and took part in individual and team interviews. Participated in team meetings, assisted other departments and managers to streamline operations and increase efficiency, maintained statistical data, and prepared reports covering production.
Claims Service Special Unit Supervisor (9/92 to 4/95)-Supervised and evaluated 12 people in specialized clerical unit to support adjusters. Established, prioritized, coordinated, and monitored work assignments; held meetings with staff; interpreted company policies; and acted as liaison between adjusters and clerical support. Trained new staff to work within prescribed turnaround time; cross-trained staff to act as phone backup for customer service. Prepared exhibits and reports detailing productivity and work quality.
Customer Service Unit Supervisor (9/91 to 8/92)-Supervised 5 employees working to clarify claims questions
by explaining company policies and procedures to claimants, attorneys, physicians, and in-house personnel. As supervisor, responded to complaints referred by staff. While handling 800 to 1,000 calls per day, staff assisted other departments by processing payments, verifying documents, and indexing files. Promoted to Special Unit, which handles specialty claims (litigation, long-term, etc.).
Customer Service Representative (11/90 to 8/91)-Communicated directly with claimants and health care and legal professionals to supply information and resolve concerns within the limits of the team's service level agreements. Consistently received excellent reviews and was promoted to supervisory position within 9 months.
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