Management,Analyst, Supervisor, Customer Service Specialist

RODRICK SCOTT

Calera, AL ***** 205-***-**** ************@*******.***

CLAIMS ADJUSTER

Dynamic and results-driven Claims employee committed to continuously and conscientiously advancing the company vision and mission by transcending a culture of organizational excellence. Focused on exceeding goals, quotas, and other measurable benchmarks to enhance organizational effectiveness and the customer experience. Currently targeting full-time permanent placement with a similar type of role.

CORE PROFICIENCIES

Customer Relationship Management Business Analysis Legal & Subrogation Project Management Human Resource Management Contract and Case Review PROFESSIONAL EXPERIENCE

BLUE CROSS/BLUE SHIELD OF ALABAMA – Birmingham, AL 2011-Present SENIOR SUBROGATION ANALYST

Charged with spearheading three proposed Subrogation workflow enhancements. These three addendums increased productivity and streamlined task assignments.

Selected as the primary liaison for Blue Cross Blue Shield of Alabama contracted counsel, Wallace Jordan.

Charged with overseeing and optimizing departmental and case workflow thereby ensuring that Subrogation cases fell inside of group/contractual divisional guidelines.

Ensure that major cases cooperate with both Federal and State, Rights of Recovery, regulatory guidelines.

Lead initiatives within the internal recovery team, establishing new negotiation procedures.

Play an instrumental role in the reorganization of case recovery divisional guidelines. These efforts rendered satisfactory case resolu- tion and annual monetary recoveries.

BLUE CROSS/BLUE SHIELD OF ALABAMA – Birmingham, AL 2006-2011 CUSTOMER RELATIONS SPECIALIST

Functioned as an internal mentor championing the personal and professional success of newly hired Customer Service Representatives.

Mentored employees by sharing and reviewing duty specific materials and job shadowing.

Selected as the customer service “Large Group’s Quality Control Specialist” operating as the first point of contact for all the Blue Cross Blue Shield national organizations.

Maintained complete Federal and State regulatory compliance regarding customer service across the board. MOMENTUM TELECOM – Birmingham, AL 2004-2006

CALL CENTER SUPERVISOR

Furnished job specific products and services, customer focused coaching, cross training opportunities, and call etiquette/training for all representatives.

Ensured the highest level of customer satisfaction for consumers and above industry first call resolution percentiles.

Deployed process improvement methodologies and other departmental policies to ensure optimal call quality and resolution ratios.

Augmented departmental call accuracy and performance driven ratios with representatives.

Implemented weekly call quality reviews, training opportunities, assessments and compensation structures to motivate and main- tain successful employees.

EDUCATION & CREDENTIALS

Business Management, Strayer University 2016

Member of the SCLA Honor Society

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