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Customer Service Representative

Kings County, New York, United States
December 05, 2017

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David Lee Roberts

**** ****** ****** ********* ** Brooklyn, NY 11221 585-***-****


Exceed all expectations of the role, proving to be an invaluable resource to the organization. Consistently challenge myself to excel in high pressure situations, handling each task with care and accountability, while maintaining a high volume of output.


Integra Partners, New York, NY - Account Support Specialist

June 2017 - October 2017

●As the sole employee in this role, specialized in responding to complaints, grievances, and escalations from more than 40 contracted health plans

●Heavily utilized Microsoft Excel, Powerpoint, Word, and Outlook, in addition to software used in previous role

●Multi-tasked numerous open cases at all times in addition to internal projects and duties

●Applied broad knowledge of durable medical equipment and the healthcare industry to creatively surpass client requests and expectations

●Employed data monitoring and analysis to identify trends and patterns

●Identified escalation reasons for implementation in Salesforce Case Tracking module

●Conceptualized Preemptive Provider Escalation system in order to identify potential escalations prior to formal grievance filing

Integra Partners, New York, NY - Customer Service Representative

August 2015 - June 2017

●Utilized various software platforms such as Salesforce, Paperport, Adobe Acrobat, and internally developed programs

●Assisted our client base of healthcare payors, durable medical equipment providers, and healthcare recipients in resolving an innumerous variety of complex, urgent, and sometimes life saving issues

WXXI Public Broadcasting, Rochester, NY - Production Assistant

November 2011 - August 2015

●Worked on programs ranging from a four-show-a-week live children's educational program (Homework Hotline) to a live-to-tape weekly newsmagazine (Need To Know Rochester) to several long form documentaries, including "Frank Lloyd Wright's Boynton House: The Next Hundred Years," which garnered a NY Emmy nomination

●Participated in wide-ranging aspects of television production, including Avid, floor management, camera, set design/construction, lighting, soundboards, A/V, captioning, and transcribing


SUNY Geneseo, Geneseo, NY - Bachelor of Arts, Communication and Broadcasting, Class of 2009

●Made Dean’s List multiple times, ending with a cumulative GPA of 3.32

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