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Customer Service Manager

Conyers, Georgia, United States
February 08, 2018

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Quen T. Curry

*** ********* *** * *********, Georgia 30016 n (678) ***-**** n



Dedicated leadership professional with more than 10 years of experience analyzing, auditing and processing transportation billing claims and utilization data. Excels in interpreting data, policies and negotiating payment solutions. Effectively manage multiple, high-priority projects and takes pride in providing exemplary customer service.

Key Skills

Auditing and utilization review

Claims Reports and Documentation

Analyze and trend report data

Policy Interpretation

Ability to make critical decisions while ensuing company procedures

Superior Communication – Oral & Written

Proficiency in Microsoft Word, Excel, PowerPoint and Outlook

Excellent management & time management skills


Work Experience

Work Experience

Bachelor of Science, Major in Business Administration – SHORTER UNIVERSITY

Associate Degree, Business Administration – GEORGIA PERIMETER COLLEGE


Utilization Analyst – 2015 to Present

Promote accuracy, accountability, and efficiency within the utilization processes for LogistiCare’s operations center nationally.

Research and analyze utilization data to identify trends in cost, inefficiencies, and errors.

Monitor the use, delivery and cost-effectiveness of transportation services provided.

Develop and present data analysis, trends, and solutions to external and internal clients.

Review and revise the efficiency standards and utilization process to correlate with conclusions from utilization data analysis, client contacts, and industry best practices.

Coordinate monthly utilization process by retrieving claims and utilization data from each operations center and auditing processed claims against utilization reports.

Develop and implement best practices for the operations centers, facilities, and transportation providers to follow to minimize fraud, waste, and abuse within the claims and utilization review processes.


Claims Department Supervisor - 2000 to 2015

Supervises the daily functions of the claims department, to include handling commercial provider claims, client reimbursements and funds distributions.

Manages a team of 35 claims processors to ensure timely processing of transportation provider claims and to meet operation and industry standards.

Mentors, coaches and reviews staff performance.

Conducts Quality Assurance Department audits and manages fraud and abuse levels.

Develops and implements department policies and procedures related to claims-specific functions.

Prepares, tracks and processes over 1,000 Accounts Receivable Invoices from 11 states, totaling more than $5 million monthly.

Provides customer service support to subcontractors and maintains a positive working relationship with external and internal customers.

Work Experience

Work Experience


Sales Associate/Account Manager - 1997 to 2000

Solicited new business through assigned marketing techniques

Established and maintained good working relationships with existing vendors and customers.

Successfully collected on delinquent accounts while meeting unit and collection goals of 95%.

Processed applications and qualified customers related to the daily administration of the store.

TACO BELL –Covington, Georgia

Assistant Manager – (1995 to 1997)

In the absence of the General Manager, provided leadership to ensure the restaurant’s consistent operations and quality standards.

Assisted in profit and loss management by following cash control/security procedures, maintained inventory and managed labor, reviewed financial reports and to facilitate making sound financial judgment and taking the appropriate action.

Ensured compliance with Occupational Safety and Health Act provisions, local health and safety codes and company safety and security for compliance.

Assisted Restaurant Manager in recruiting, interviewing and hiring team members.

People management: Motivated and encouraged staff to achieve targets; and coordinated staff schedules.

Assisted in the completion and timely execution of corporate and local marketing plans.

Financial management: planned and worked to exceed budget forecasts, maximized profits and achieved sales targets set by Corporate Office; administered payrolls.

Ensured high standards of customer service are observed at all times by implementing, and instilling in my team corporate policies, procedures, and ethics.

Provided the daily administration of the store

Quickly resolved customer complaints and conflicts.


Provided upon request

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