Customer Service Manager

Kimberley JoAnn Kochert

Phone: 502-***-**** ***75 N. 99th Avenue #91

****************@*****.*** Peoria, AZ 85345

(Moving to Las Vegas, NV)

Career Objective

My career goal is to work with a reputable organization where challenging opportunities are available to contribute towards the success of the organization and provide opportunities for my career growth and the opportunity to create a high performing team.

Summary Of Qualifications

20 years of Accounting and Management experience • Training • Detailed Oriented • Self Motivated • Research and Troubleshooting• Solid working skills with persons of diverse background • Mentoring/Developing future leaders • Windows • Microsoft Word/Excel • Quick Books Pro

Knowledge of ICD-10 Codes, Medical Terminology, Healthcare Insurance, Mentoring & Employee Development, Quality, HIPAA and Program Launches.

Education

Clark High School Las Vegas, Nevada

Work Experience

RemX

Operations Supervisor (Specialty Drugs for McKesson PAP)

10/2019 – Current

Employee Reviews.

Driving KPI/Performance and QA.

Created and implemented Processes/Procedures.

Escalations.

Reporting.

Supervised Insurance Specialist for Blizzard Project.

Mentoring and development of agents.

Supervised Patient Assistance Program/Benefit Investigations for Specialty and 85 additional drugs.

Adverse Events and Product Complaints.

Empereon Marketing

Operations Manager

1/15/18 – 8/2019

Payroll and Employee Reviews.

Driving KPI/Performance and QA

Client Facing.

Created and implemented Processes/Procedures.

OSAT/NXS (member satisfaction) Reporting

Developed action plans and continuous training for Supervisors.

Ramp/deleverage and staffing.

Mentoring and development of SMEs and Supervisors.

Program Launches/Deployments.

Developed Call Scripts.

Analysis and trending for projects.

Rx Crossroads/CVS/McKesson

BSS Program Supervisor

09/2014 - 11/2017

Payroll and Employee Reviews.

Monthly Production Reports.

Client Facing/Both transaction and FTE base programs.

QA Audit /Phone Audits/AE & PC Reporting and Reconciliation.

Technical troubleshooting.

Developed action plans and continuous training for employees.

Responsible for Resolving Client complaints, SOB Error tracking and reporting.

Staffing/ Hiring/Staffing for workforce.

Program Launches/Deployments.

Developed Call Script/QA Checklists/QA Scorecards/training plans.

Training.

Connextions Inc./Optum

Operations Manager for WellPoint

05/2011- 08/2014

Managed 297+ Customer Service Associates, 14 Supervisors and 20 SMES for the WellPoint Account.

Managed seven lines of business under WellPoint Senior Services.

Staffing and Workforce.

Coordinating training and Quality for all seven lines of business.

Mentoring and Developing action plans for associate’s and Leadership’s continuous growth.

Financials and client facing.

Customer Satisfaction/First Call Resolution Analysis.

References will be available upon request.

Contact this candidate