Customer Service Representative

CHARLOTTE M. ROSE

**** ********** ****** ***** #*, Colorado Springs, Colorado 80906

719-***-**** *********@*******.*** or **********@***.***

Results-oriented professional with an extensive background of developing

and implementing service-operating strategies that enhance the client

experience. Expert in change management and building internal

relationships. Specialize in coaching and employees in skill development

and performance improvements.

Operationtional effectiveness, Goal Achievements, Problem Resolution,

Process Improvement, Mentoring & Training, Team Building, Data Review &

Analysis, Team Leadership.

PROFESSIONAL EXPERIENCE

EASTERN COLORADO HEALTHCARE SYSTEM -Veteran Administration, Pueblo,

Colorado, 2009-Present

Patient Advocate/Representative: Responsible for six (6) VA Community

Based Outpatient Clinics throughout Southern Colorado. Provide assistance

to analysts and managers on operating programs and act on the patient and

family's behalf of a variety of questions and issues involving problem

resolution and patient advocacy. Evaluates, processes, or makes

recommendations for effective organizational changes.

. Expanded on existing real time technology via television to

compliment phone calls to service veterans and families members in

outlying clinics reducing travel time and cost.

. Maintains an 80-90 percent complaint resolution rate increasing

interaction with staff and veterans/patients.

. Developed and implemented customer service plan increasing patient

perception of care.

TRIWEST HEALTHCARE ALLIANCE, Colorado Springs, Colorado, 2004-2009:

Customer Service Representative Team Lead: Perform senior-level customer

support for beneficiaries and providers, ensuring achievement of all

metrics with enrollment, claims, authorization, and general support.

Monitor calls for 10 employees and oversee escalations. Focus on quickly

resolving customer issues and ensuring accuracy to government standards.

Review daily performance statistics of junior CSRs and assist supervisors

with training/mentoring for both new and veteran employees.

. Reduced transfer levels within the team and increased the number of

one-call resolutions by developing a tracking sheet to monitor

transfer and evaluate training needs.

. Improved team effectiveness from 71% to 93% by developing/implementing

monthly training programs.

COLORADO SPRINGS ORTHOPEDIC GROUP, Colorado Springs, Colorado, 2002-2004

Patient Coordinator: Supported customer service in scheduling patient

appointments and surgeries, filling requests for medical records, and

monitoring prescription requests. Coordinated authorization with insurance

companies. Assisted peers and physicians in all aspects of office

administration to promote optimal operations.

. Ensured optimal profitability by maintaining appointments, promoting

customer service and processing medical records.

CARNIVAL CRUISE LINE, Colorado Springs, Colorado, 2001-2002

Reservation/Promotion Agent: Provided a full range of customer support

services for in-bound calls from guests and travel agents. Finalized

reservations and received payments. Educated clients about policies and

guidelines. Processed applications for Carnival Cruise Line credit card as

well as promotional awards from Marriott, State Lottery, and MBNA Bank.

. Recognized for receiving 100% on monthly monitoring evaluation.

. Quickly promoted from General Reservations Agent to Promotion Agent

with 6 months of employment.

Previous employment: US Army retired. Organized effective administration,

logistical support, and customer service for more than 17,000 personnel,

residents, and reached the level of first sergeant. Details on request.

EDUCATION

Colorado Technical University, Colorado Springs, Colorado

. Executive Master of Business Administration

University of Phoenix, Colorado Springs, Colorado

. Bachelor of Science in Business Administration

Columbia College, Columbia, Missouri

. Associate of Arts in General Studies

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