Customer Service Manager
Resume:
Bill Bolin
Ft. Worth, TX *****
***********@*****.***
Focus Make use of experience, skills and dedication in a non-profit setting.
Qualifications Extensive experience in nearly every aspect of the insurance industry, including managed care in a variety of settings from HMO's and TPA's to providers and workflow software vendors. Strong practical foundation in creating and improving processes and procedures to meet audit and regulatory requirements, as well as improve the work environment. Proven success in writing RFP's, bid proposals, project management and requirement collection. Managed bid processes and vendor relations.
Experience in supervising staff and addressing customer and vendor needs. Extensive experience in crisis intervention.
Experience
ACH Child and Family Services February 2014 - February 2017
Support Supervisor STAR Program - Supervised support staff. Maintain program documentation. Submit billing to State of Texas.
Staff Support - Trained ACH staff on EVOL client management software. Handled staff requests for technical assistance. Maintained permissions and access within EVOL. Managed vendor relations. Managed bid process for facilities repair projects.
Burnett Staffing November 2013 - February 2014
Trainer/Data Analyst - Updated client and resource information with EVOLV. Trained ACH staff and management on EVOL.
Experian May 2012 - February 2013
Credit Analyst - Reviewed credit reports, responded to customer inquiries and established protocols and procedures for new credit products.
ZeOmega December 2009 - April 2012
Project Coordinator - Enjoyed great success in the management of the preparation of RFP's which resulted in next step contract discussions for all submissions. Established procedures for the management of RFP document submissions. Managed Indian-based team of subject matter experts for requirements documentation and product development. Organized and scheduled demos for sales division. Maintained Salesforce CRM for sales and marketing efforts. Trained new hires on company software and products.
GEICO May 2003 - April 2009
Retention Manager - Created customer retention unit, established a retention pilot program that was eventually scaled up for nationwide adoption. Established best practices for auto-dial system used for customer retention. Wrote training documents to be used company-wide for retention efforts. Underwrote policies in multiple states as a licensed insurance agent. Participated in the transition and training on internal policy review system.
Tenet September 2000 - February 2002
Managed Care Supervisor - Supervised large staff of specialists in managed care collections. Lead in the formation and implementation of quality improvement programs. Maintained relations with major insurance payors.
Centra November 1988 - June 2000
Client Relations Manager - Managed client relations for large corporations, state governments and unions. Head of committee that designed remittance advice forms (EOBs) for major clients. Participated in training, quality improvement, audits and staffing analysis. Supervised customer service and claims operations for a wide variety of large clients.
Education Louisiana Tech University, Ruston Louisiana. B.A. English, B.F.A., Studio Arts.
Organizations Dallas Suicide and Crisis Center, telephone counselor 1992 - 2006.
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