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Customer Service Representative

Location:
South Jordan, UT
Posted:
October 23, 2018

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Professional Summary

Innovative, results oriented individual with over 7 years of professional experience working for fortune 500 companies, with a passion for building relationships and exceeding client and management expectations. Strong skills in team building, communication and presentation, and documentation, as well as inter-department and client relations and account management. A continuous learner of current and future business, marketing, and technology strategies and trends. Demonstrates outstanding problem solving, critical thinking and active listening skills, with the exceptional ability to diffuse difficult and complex customer situations and win customer loyalty.

Knowledge, understanding, and continuous learning of Business, Marketing, Product Management and Software Development Methodologies, i.e. Waterfall, Agile, Scrum and Kanban, as well as an understanding of Estimation, Researching, Reporting, Requirements gathering, Sprint Planning and Documentation, Standups, Project Management, and Budgeting.

EDUCATION

W.P. Carey MBA – ASU

MBA, 2018 - 2019

GPA – 3.6, AACSB Accreditation

Arizona State University

Bachelors in Psychology, 2011

GPA – 3.6, Honors Magna Cum Laude

Technical Skills

Leadership skills: Excellent goal tracking and report writing, good knowledge of measurable tasks, strong team building abilities, good knowledge of organizational behavior, time management, and communication and relationship building.

Project Management: Jira, Rally, HP Quality Center and Microsoft Project Plan.

Methodologies: Waterfall, Agile, Scrum, XP and Kanban.

Collaboration Tools: Slack, Skype, and Confluence.

Tools: Windows 10, OS X, Word, Excel, Outlook, PowerPoint and Google Docs.

Others: Client Assessment Tracking System (CATS), QNXT, Dynamo, Department’s Child Welfare Software Programs, PeopleSoft, Right Fax, Vertex, and 3270.

EXPERIENCE

Phoenix, AZ March 2018 – July 2018

Assistant Project Manager, Aetna

As an Assistant Project Manager, I was responsible for assisting in the monitoring and successful, timely completion of assigned projects.

Assist in the implementation of a new function, drop and drag tool, for a cloud-based CRM using scrum project management.

Efficiently synthesize project information, accurately establish project scope and effectually communicate expectations to all team members.

Effectively lead and coordinate a project team of up to 7 members and provide direction and support to all members of the team.

Participate in and run multiple sprint stand up meetings, scrum meetings, and retrospective meetings.

Identify, monitor, and track defects with the goal to fix all defects in a timely manner.

Develop and present reports to management on project progress.

Technical Skills: Agile, Scrum, Jira, Project Management, Slack, Confluence

Phoenix, AZ March 2016 – July 2018

Long Term Care Coordinator, Aetna

As a Long Term Care Coordinator, I was responsible for effective case management of 40+ Long Term Care members with chronic medical and complex diagnoses.

Provide support to Members by coordinating care with Member’s healthcare team, Member family, primary care physician, medical specialists, and service providers.

Coordinated with Members’ PCP and DME service providers to assist members with their durable medical equipment (DME) needs.

Maintain medical records, complete detailed assessments, treatment plans, progress notes, closing summaries, monitor cases and ensure files are up-to-date according to company protocols.

Discuss and provide educational resources and create care management agreements with Members and families of Members on disease and the importance of prevention and treatment.

Analyze member needs and authorize home and community-based services to provide appropriate quality healthcare that is member driven.

Complete Initial and ongoing Assessment reports, submit referrals for behavioral health services, provide billing authorization to Service Providers, provide assistance where gaps occur and develop care management agreements with members who are at risk.

• Achievement in Exceeding the company goals of monitoring members’ diabetes results, flu shot results, advance directives, assessment deadlines, and chart audits.

Technical Skills: Client Assessment Tracking System (CATS), QNXT (3270), Rightfax, Ultipro, and Dynamo.

Phoenix, AZ 2015 - 2016

Senior Case Manager, AZ Department of Child Safety

As a team lead, I was responsible for guiding and positively influencing team members towards achieving company goals. In addition, I was responsible for carrying and managing a caseload while in the role of lead.

Mentored and guided new employees on the performance of job duties according to child welfare policies and procedures.

Provided support by attending and assisting with initial meetings, court hearings, and assessments with new employees.

Assisted in the implementation of the Indian Child Welfare Act unit by becoming one of the first office liaisons specializing in the policies and procedures of removing Indian children.

Technical Skills: Extensive use of computer and Department’s Child Welfare Software Programs.

Phoenix, AZ 2013 - 2016

DCS Specialist, AZ Department of Child Safety

As a DCS Specialist, I was responsible for providing case management services to children and families.

Responsible for assessing child Safety and Risk.

Responsible for analyzing and preparing Case Plans and writing detailed Court Reports and Documentation.

Maintained clinical records, assessments, treatment plans, progress notes, closing summaries, monitored cases and ensured files are up-to-date according to contract.

Attended Court and Foster Care Review board meetings, worked with Attorneys to assess best case plan practices and submitted referrals for Parenting Services, Substance Abuse Services and Behavioral Health Services.

Conducted Interviews with Parents and Children and participated in child and family meetings.

Assess emergency crisis situations and implement social and medical interventions if found necessary after assessment.

Research and review criminal records, execute extensive criminal background checks, and communicate with law enforcement as needed to ensure child safety.

Provided mentorship to new Case Managers.

Technical Skills: Extensive use of computer and Department’s Child Welfare Software Programs.

Phoenix, AZ 2011 - 2013

Case Manager, Choices Network

As a Case Manager, I was responsible for providing case management services to members.

Provided in-home case management services for SMI adults.

Maintained clinical records, assessments, treatment plans, progress notes, closing summaries, monitor cases and ensure files are up-to-date according to contract.

Conducted intake interviews, gathered clinical information, provided recommendations of services and appropriate therapeutic interventions for families.

Provided case management and submit referrals for therapeutic services, substance abuse services, and behavioral health services.

Assessed emergency crisis situations and implement social and medical interventions if found necessary after assessment.

Worked closely with behavioral health professionals to coordinate care to families.

CPI certified (Crisis prevention and intervention)

Trained in ASIST (Applied Suicide Intervention Skills Training)

Phoenix, AZ 2006 - 2011

Customer Service Representative, Fiserv

As a Customer Service Representative, I was responsible for providing financial customer service to Bank of America Customers.

Handled customer inquiries, complaints, billing questions and payment extension/service requests efficiently and effectively while managing a high-volume workload within a deadline-driven environment.

• Provided payment changes, recommend payment options and cancelled scheduled payments.

• Consistently met performance benchmarks (speed, accuracy, volume) and viewed as an exceptional team player.

• Provided detailed and accurate accounts of customer calls for prevention of future audit issues.

Technical Skills: Windows, Microsoft Word, Excel, PeopleSoft, Right Fax, Vertex, and 3270.

ADDITIONAL

Hobbies: Art, Painting, Henna, Photography, Traveling, Event Planning and Volunteering.

REFERENCES

Danielle Waldrep: 602-***-****, Lead, AZ DCS

Sachiko Tate: 480-***-****, Teammate, Aetna

Lisa Neuvenheim: 480-***-****, Teammate, Aetna



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