Customer Service Analyst
Resume:
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 &
Company
May 2017
Through
Present
Frontier
Communications
April 2001
Through
March 2019
United Healthcare
May 1993
Through
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
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