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Customer Service Manager

Tempe, Arizona, United States
May 01, 2019

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Janice Rotondo

(H) 973-***-****


Results-oriented, well-rounded, highly adaptable professional with strong troubleshooting and

interpersonal skills looking for a challenging position. Key skills include:

Customer Service Research Analysis Collaboration


Case Manager, RemX Specialty Staffing, November 2018-January 2019

Served three month contract position supporting Merck’s Access Program for the Keytruda medication. This program assists patients with medical expenses associated with taking Keytruda.

Screened required documents for eligibility into the financial support program.

Assisted healthcare providers with clinical intake and enrollment forms.

Collaborated with healthcare professionals (HCPs) and insurance providers.

Fraud Recovery Analyst, JPMorgan Chase, July 2017-October 2018

Responsible for researching and analyzing potentially fraudulent cases from start to finish.

Responded to daily cases and collected necessary data for proper investigation.

Ensured memos were clear and concise and escalated formal reports when warranted.

Detect and identify patterns and trends.

Performed analysis by utilizing various software programs

Formulated proper resolutions using evidence collected in meetings while utilizing department metrics, working within company regulations, and maintaining compliance.

Customer Service Advocate, OptumRx, December 2014-July 2017

Researched and resolved issues at a fast-paced inbound call center for a large pharmacy benefit manager (PBM).

Troubleshooted rejected claims and provided processing information to pharmacies.

Provided customer service to a wide variety of callers including, but not limited to: pharmacists, healthcare professionals, and members.

Provided excellent customer service and strived for first call resolution while meeting required metrics.

Technicians Operator, University of Phoenix Stadium, July 2014-February 2015

Resolved incidents by dispatching appropriate representatives to a scene.

Collaborated with other departments (Guest Services, Safety Services, Parking) and agencies (Glendale PD & Dept. of Public Safety) to keep public safe during Arizona Cardinal home games.

Ensured detailed documentation tracking all fan conduct related issues.

Command Center Operator, MetLife Stadium, February 2010-February 2014

Assisted with the security management of a large stadium during games and performances.

Effectively scheduled and maintained human resource records for 500 contracted staff.

Created statistical analysis for mandated NFL fan conduct report on all home games.

Planed and forecasted security needs for events at the stadium (including Super Bowl XXVIII).

Liaised with New Jersey State Police and New Jersey Sports and Exposition Authority Emergency Medical Services and Fire Department in compiling accurate data for incidents.

Researched and resolved an average of 150 incidents per event including arrests, ejections and medical complications.

Graduate Assistant, Jersey City University, September 2009-September 2010

Appointed by Department Chair to perform curriculum enhancement.

Served on Graduate Student Advisory Board under coordination of the Dean.


Master of Science, Professional Security Studies

New Jersey City University, January 2011

Bachelor of Science, Professional Security Studies

New Jersey City University, May 2008

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