Eric J. Tuchelske

**** *. ******

Dearborn Heights, MI 48127

acadu5@r.postjobfree.com

1-248-***-****

Objective:

To provide the highest level of Customer Service possible.

Skills and Attributes:

Problem solving, writing effectively, general clerical duties, location

scouting, acting.

Education:

Henry Ford Community College 1981-1982

Theodore Roosevelt High School graduate 1981

Work History:

July 2011- present

Dog At My Feet Productions, LLC

Actor/Producer/Writer/Location Scout/Director- Self employed

February 1985- May 2009

Blue Cross Blue Shield of Michigan

Clerk: 1985-1986

During the time I was a clerk, my main job was to open/sort mail and

determine if the mail was a Cross or Shield issue and place the mail in the

appropriate mail bin to be written up as an inquiry for the Customer

Service Rep. I would also make scheduled mail runs throughout the day, data

entry to open/close/update inquiries and, distribute work to the CSR's,

match picked up mail from other departments to open inquires and distribute

those responses to the CSR's. I also maintained physical files of the open

cases. Also, I would order ID cards and do change of addresses.

Customer Service Representative: 1986-1997

From 1986 to 1996 I was a Written Customer Service Representative

where I would answer inquiries by mail. Most correspondence was general in

nature when it came to rejections, but there were more complex issues which

the subscriber had. Many times I would have to compile charts for the

subscriber for COB matters, but many requests would often be resolved with

the appropriate check off letter which included the information the

subscriber needed. This job entitled heavy analysis of what the subscriber

wanted from us. We would also contact many providers verifying services and

resolving issues for the subscriber. While doing this job, I would also

train incoming clerks (or act as clerk since we didn't have one for almost

a year and then fill in for the clerk if they were on vacation or sick) and

I was also trained as the Unit Leader when the Unit Leader was on vacation

or sick. As Unit Leader, I would complete the daily WMS reports (they were

PCRS sheets back then) distribute work as needed and do follow ups with

various departments. As a pilot program, I also wrote many letters which

certain aspects were then used for form letters. Most of my letters then

became formal responses for future generated letters on the ALGS system.

From September 1996 to May of 1997, I transferred to the telephone section

where I would take phone calls from the subscribers and write up any

incoming issues for the subscriber. Many dealt with claim rejections and

during overtime, I would work on these inquiries for the written section.

Group Review Analyst- 1997 to 1999

When I was hired for this position, the department didn't have a

clerk, so I became the clerk once more since the training class for this

position had began and I was held back for about three weeks due to

department needs. This position was responsible for updating group coverage

and finding the correct matrix keys with the requested coverage. If there

were no keys available, a request would be sent to issue new keys. Since

there wasn't an online system to check the matrix keys, we would use hand

written manuals and I started my own manual with various keys I had used in

the past as well as new keys.

Quality Analyst- 1999 to 2009

During this decade, it was my job to quality check the work of the

Group Review Analysts and if there was an error to write up the error and

let the analyst know of the error. On a rotating basis, I would also

compile the monthly quality report. Also, since I had the lowest level of

seniority, I was trained on doing the Unit Leader position (which I would

take over every January for about three weeks) and do the daily WMS

reports, distribute work to the other quality analysts and also do my

regular job. I think it was in 2006, I was also promoted to Apprentice

Trainer, which would last a few months while new employees were in training

for Group Review Analyst positions. During these times, I would check their

work and do a weekly report on their progress while providing feedback on

their progress.

References:

Clevie Murray- Supervisor- 313-***-****

Dennis Wisniewski- Supervisor- 313-***-****

Cathy Duncan- Friend- 248-***-****

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