Customer Service Sales
Resume:
Wanda Gayle Zylstra
Midland, Georgia, 3180 United States
*************@*****.***
PROFESSIONAL EXPERIENCE
WELLPOINT, INC, Columbus, Georgia United States
Project Director, May 2007 – Mar 2011
• Assist in testing by monitoring all testing activities and providing input to enhance the process for
the business. Responsible for sign off of software testing by working with business representatives
across the country.
• Demonstrate the new desktop to all potential business users and downstream departments affected
by the new desktop and gain support for utilizing the desktop.
• Work with technology associates to develop a desktop that would be capable of reducing calls,
reducing talk time and raising customer satisfaction levels of our members.
• Represent Customer Service at the Enterprise level to create business requirements and follow
through to development a desktop that would be utilized by all WellPoint Customer Service.
Operations Director, Jun 1997 – Apr 2007
• Determine staffing requirements, and interview, hire and train new employees, or oversee those
personnel processes.
• Monitor businesses and agencies to ensure that they efficiently and effectively provide needed
services while staying within budgetary limits.
• Establish and implement departmental policies, goals, objectives, and procedures, conferring with
board members, organization officials, and staff members as necessary.
• Plan and direct activities such as sales promotions, coordinating with other department heads as
required.
• Directed work for Claims, Customer Service, Coordination of Benefits, Benefits Support team,
Training and Quality during my tenure as Director.
• Direct and coordinate organization's financial and budget activities to fund operations, maximize
investments, and increase efficiency.
Manager, Mar 1989 – Mar 1997
• Direct and coordinate activities of businesses or departments concerned with the production, pricing,
sales, or distribution of products.
• Determine staffing requirements, and interview, hire and train new employees, or oversee those
personnel processes.
• Managed teams for Claims, Business Support Group, Training and Quality
• Oversee activities directly related to making products or providing services.
• Review financial statements, sales and activity reports, and other performance data to measure
productivity and goal achievement and to determine areas needing cost reduction and program
improvement.
• Manage staff, preparing work schedules and assigning specific duties.
Trainer, Mar 1986 – Mar 1989
Claims processor, Apr 1984 – Mar 1986
8000 Highlands Drive, Midland, Georgia, 3180 United States 706-***-**** *************@*****.***
E D U C AT I O N
Judson College, Marion, Al United States
ADDITIONAL SKILLS
• Proficient in Microsoft Word and Excel, some experience with Access and Power Point.
8000 Highlands Drive, Midland, Georgia, 3180 United States 706-***-**** *************@*****.***
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