Customer Service Manager
Resume:
Celia Dancy
Waterbury, CT *****
**********@*****.*** 513-***-**** 203-***-****
Enthusiastic, Detail-Oriented Care Manager
Meet Targeted Goals with Precision and Dedication
Highly-motivated and focused professional dedicated to providing exceptional customer service. Demonstrated skill in processing data, creating and implementing processes, meeting goals and deadlines while exceeding customer expectations. Collaborate well within challenging team environment. Support colleagues and customers with accurate and efficient work along with positive and dedicated attitude.
Professional Experience
HUMANA AT HOME, Cincinnati, OH 2013 – 2017
Care Manager/PHC
Collaborated Humana Cares interdisciplinary team members which included Humana Cares Manager-RN, Social Services, Field Care Manager, and Community Health Educators to develop goal plans for model of care per member. Intervened in education on health, psych-social, coordination of community based support services and national resources. Integrated Voice Response (IVR) programs and completed intervention of Field Care Manager (FCM).
●Trained new employees and conducted outreach via telephone, aiding member variety of assessments and providing appropriate interventions to optimize health and well-being.
●Completed targeted risk assessments, coached and solved problems with members, resulting in identifying and addressing specific goals to support health and behavior change.
●Reviewed member needs and implement model of care, generating continuous excellent performance appraisal and STAR awards.
●Led team meetings and engaged participants, assisting in developing new ideas for staff and implementing projects in support of team performance and engagement.
EXPRESS SCRIPTS, Mason, OH 2013
Customer Service Representative
Supported Prior Authorization (PA) team handling incoming calls, sorting, identifying and logging incoming PA request and prepared letters for review. Prepared reports for clients and PA team as needed. Completed special projects such as Medicare, Medicaid, and Veteran accounts.
●Provided inbound call support to PA team, pinpointing and resolving customer issues regarding letter request status or physician review process.
●Collaborated with medical directors and physicians for medical review process, communicating approval or denial via telephone to originator of request.
●Met established expectations and achieved highest financial goals set consistently, resulting in recognition with awards and bonuses.
CELIA’S LITTLE ANGELS FAMILY DAYCARE, Philadelphia, PA 2004 – 2012
Owner, Preschool Teacher
Owned and operated Pennsylvania licensed daycare facility. Managed 4 employees. Conducted interviews, scheduling and trainings. Created communications for parents. Completed required state license and direct reports as required. Completed special projects.
●Completed 8 monthly direct reports successfully, complying with license requirements set by state for daycare.
Celia Dancy **********@*****.*** Page Two
CELIA’S LITTLE ANGELS FAMILY DAYCARE (Continued)
●Developed disciplinary actions and completed quarterly evaluations, successfully overseeing staff according to employment law and business policies.
●Developed and instructed age appropriate lesson plans, encouraging students’ physical, emotional, social and academic growth.
●Interacted extensively with parents, providing regular progress reports and areas of improvement needed to assist in educational planning.
●Showcased student class work, boosting self-esteem and successfully motivating children.
●Received successful award, STARS grants and PA Keystone, due to outstanding business management and attention to detail.
COHMAR, Philadelphia, PA 2011 – 2012
Mental Health Worker
Assisted clients with mental challenges, individually and in groups, to meet goals, adapt to local community and attend appointments. Aided with cooking and bathing, administered medications and completed daily notes.
●Worked with clients to implement changes as needed, enabling clients to achieve new abilities and meet daily goals.
●Lead successful group activities and maintained member engagement.
RESOURCES FOR HUMAN DEVELOPMENT, Philadelphia, PA 2008 – 2011
Resident Counselor
Aided clients with disabilities and mental challenges. Administered medication, assisted with activities of daily living. Maintained daily progress notes and completed developmental groups / individual meetings.
●Took clients to appointments and shopping, assisting clients in learning new skills.
●Encouraged client to consistently meet goals set, enabling clients to live independently.
Additional Experience
PRUDENTIAL, Philadelphia, PA
Customer Service Representative
INGLIS HOUSE, Philadelphia, PA
Certified Nurse Assistance
Education
Bachelor of Science (BS), General Studies, Thomas More College, Blue Ash, OH
Associate of Applied Science (AAS), Early Childhood Education,
Community College of Philadelphia, Philadelphia, PA
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