Sign in

Customer Service Analyst

Saint Paul, Minnesota, United States
May 13, 2019

Contact this candidate


Michelle Schlie

Rosemount, MN

Cell Phone: 651-***-**** LinkedIn: Michelle Schlie Email: Management and Industry Experience

Over 25 years’ experience in the telecommunications and health care industry with extensive experience in M.S. Office Suite, project management, federal, state and local compliance and reporting. Other strengths and skills include:

Accountable Problem-solving Hard worker

Analytical thinking Operational process improvement Billing system support Vendor relations Process and procedure development Trainer / Coach New York &


May 2017





April 2001


March 2019

United Healthcare

May 1993


April 2001

Sales Lead May 2017 - Present

Customer 1st, demonstrate this by stopping what you are doing to help a customer every time

Understand actual and projected results

Coach and develop behaviors that drive results, including ownership of onboarding and training

Execute marketing and promotions every day

Government and External Affairs Sr. Analyst July 2015 – March 2019

Collected, compiled and filed reports to the Federal Communications Commission, (FCC), state and local municipalities for 10 different states across the nation, all with their own requirements

Developed Service Quality Metrics and Customer Credit Reports for AL, GA, IA, MN, TN and WV

Managed monthly service quality metrics and reported results to Frontier’s Directors and Senior Vice Presidents

Annually reviewed federal & state commission rules and regulations to ensure on-going compliance

Government and External Affairs Analyst April 2001 – July 2015

Project manager for state and federal lifeline programs, annual reports, outage reporting and directory reviews

Responsible for monitoring and reporting network outages in IL, MN, WI & WV to ensure that customers received the correct monthly credits

Submitted monthly, quarterly, and annual reports to the department of commerce, public service commissions, and upper management within Frontier Business Analyst June 1999 – April 2001

Managed projects for Medicare/Medicaid Services, billing, enrollment operations and contracted vendors

Liaison for Medicare/Medicaid Services and contracted vendors

Developed policy and procedures for Medicare/Medicaid Billing & Enrollment Operations.

Education Minnesota State University - Mankato Mankato, Minnesota Bachelor of Science Degree

Major area of concentration: Finance, Insurance and Real Estate

Contact this candidate