Customer Service Human Resources
Resume:
LARRY WALKER
*** ******** ****, *********, ** ***28 248-***-**** (H), 313-***-**** (C) E-mail *******@*****.***
OBJECTIVE To obtain a management position in which my leadership, communication
skills and work experience can be utilized in meeting organizational goals
EDUCATION Davenport University, Dearborn, MI
Master of Administration in Human Resources 05/2005
Bachelor of Administration in General Management 06/2003
SUMMARY OF QUALIFICATIONS
1 Excellent customer relations skills
2 Strong managerial and labor relations experience
3 Strong human resources and fiscal management
practices and procedures
4 Excellent leadership skills
5 Strong team-player
6 Effective verbal and written communication skills
7 Well developed problem resolution and analytical
skills
EXPERIENCE 09/2008-Current Resolution Expert/CSR/TL Dialogue Marketing
Troy, MI
1 Provides support and assistance to advocates and
management for the purposes of meeting and maintaining
organizational goals.
2 Responsible for researching and resolving customer
complaints for customer retention assurance.
3 Process basic customer service calls including;
billing, account and service changes, general plan detail and
simplistic tech support issues.
4 Monitored and scored calls per Quality Assurance
mandates.
5 Maintain quality monitoring standards for compliance in
meeting organizational goals.
6 . Escalate and route issues to appropriate departments for
proper resolution.
7 Provided support and assistance to supervisors and
management for the purposes of meeting and maintaining
organizational goals.
8 Responsible for researching and resolving customer
complaints for customer retention assurance.
9 Process basic customer service calls including;
billing, account and service changes, general plan detail and
simplistic tech support issues.
10 . Escalate and route issues to appropriate departments for
proper resolution.
11 Identify operating opportunities for continuous
improvement.
08/98-09/2007 Written Analyst, Wisconsin Physician Services
Southfield MI
1 Resolved written inquiries in accordance with directives
established by the Centers for Medicare and Medicaid Services
CMS.
2 Assisted and supported telephone call center in resolving
customer inquires while meeting efficiency guidelines.
3 Identified and referred potential fraudulent providers
and/or Beneficiaries to Benefit Integrity for investigation.
4 Worked with line management and supervisors
concerning related matters such as disciplines, discharges,
promotions and demotions.
5 Trained and assisted in the implementation of Med Par
listings.
06/99-04/2006 HR/Office Manager (part-time), D L C, Inc.
Redford, MI
1 Responsible for recruitment of new hires, scheduled
testing and orientation.
2 Interviewed, trained and managed new employees to
ensure company policies and procedures for efficiency.
3 Generated monthly spreadsheets for accounts
payable/receivable reports.
4 Processed payroll and paycheck distributions.
5 Involved in policy writing and development of
efficiency processes.
Professional Development:
1 Principles and Qualities of Genuine Leadership
2 Fraud Awareness
3 Effective Listening Skills
4 Self Motivation
5 HIPAA Awareness
6 Orientation to ISO 9001:2000
7 Quality Management System
8 Customer Service, Beneficiary Outreach and Provider
Education
9 Labor Relations Classes
Other Skills:
Proficient in Microsoft business applications such as:
10 Microsoft Word
11 Excel
12 PowerPoint
13 QuickBooks
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