Customer Service Manager
Resume:
Brittani Bonfiglio
Charlotte, NC 28226
Cell: 843-***-**** ********.*.*********@*****.***
Relocating to Charlotte, North Carolina and seeking a position which capitalizes upon my drive for results, relationship
management skills, financial analysis, and business acumen within diverse professional environments.
SUMMARY OF QUALIFICATIONS
• Customer Service: Ability to interact, negotiate, problem solve and support both internal and external customers
• Management: Resource allocation, leadership techniques and coordination of people and resources
• Communication: Motivate team members to achieve goals, resolve interpersonal conflicts and create positive working
environments
EXPERIENCE
Roper Saint Francis Healthcare Charleston, SC September 2013 – Present
Revenue and Reimbursement Analyst
• Implement controls to identify risks and potential loss in revenue through Charge Capture Auditing to ensure proper
assessment of charges resulting in a fluid accounts payable transaction per patient.
• Compile and maintain complex reports concerning Charge Description Masters, revenue code verification, and
accurate CPT/HCPCS codes throughout the revenue cycle.
• Assess outpatient observation charges utilizing Horizon Patient Folder, Midas Management, and STAR software for
verification of necessary medical, financial, diagnostic, and procedural information.
• Quality control for coding and billing among immunizations, labor and delivery, and outpatient observation via
aggregate reports and correlating spreadsheets cross referencing though use of v-lookup methodology.
• Resolve discrepancies in daily general ledger reconciliation for all departments affiliated with Roper Hospital.
• Assist in annual and quarterly compliance audits for all associated departments.
• Audit various departments regarding compliance, accurate Medicare billing and reimbursement, and proper
department documentation quarterly.
SunTrust Bank Charleston, SC April 2012 – September 2013
Financial Services Representative
• Delivered superior service and cultivated strong relationships to create customer loyalty and company profitability.
• Identified credit, operations, financial market and compliance risks to effectively employ best practices.
• Analyzed numerous reports of current banking and lending clients to identify sales opportunities on a daily basis.
• Contributed to branch success with significant progress during:
Q4 2012: $728,800 in mortgage referrals booked and closed; $132,000 in consumer lending
2013: $2,063,000 in mortgage referrals booked and closed; $215,394 in consumer lending
Financial Services Representative Charleston, SC January 2010 – March 2011
• Conducted “SunTrust at Work” presentations to local businesses to generate new business and enhance brand.
• Contributed to branch success resulting in:
$895,151 in new deposit accounts and $183,350 in mortgage referrals booked and closed
Walgreens North Charleston, SC May 2011 – April 2012
Certified Pharmacy Technician
• Performed range of duties including preparation of prescription orders, verification of information and dosages,
entering patient and order information into the system, processing insurance claims and providing quality customer
service.
• Assisted Pharmacy Manager with on-site flu shot clinics at local businesses.
• Confidential customer service with patients concerning questions about insurance coverage, deductibles and co-pays.
• Electronic Data Interchange ordering with vendors for drug out-of-stocks and warehouse supplies.
Walgreens June 2006 – November 2009
Store Manager Ridgeland, MS September 2007 – November 2009
• Directed all aspects of business and financial management including sales, gross profits, expense management,
inventory control, operating budgets, accounting ledgers, P&L statement reviews, policy implementation and payroll.
• Managed monetary and tangible assets and investigated and corrected budget variances via P&L statements.
• Managed retail goods, pharmaceuticals, and warehouse inventories via AS400 and key performance indicators.
• Created inventory control strategy utilizing key performance indicators, ledgers and P&L statements resulting in:
Reduced inventory by $200,000, increased overall gross profit via elimination of excess carrying charges.
Increased store profitability by reaching $7.7M in sales and $2.2M in profit by August 2009.
• Performed all Certified Pharmacy Technician duties.
• Responsible for all human resources functions including recruiting, hiring, training, employee development,
scheduling and turnover management.
• Conducted personnel, inventory, and pharmaceutical audits quarterly.
• Trained Pharmacy Managers on marketing, preparation and execution of flu shot clinics resulting in the following:
Piloted community-wide influenza immunization program in the fall 2008 which doubled influenza immunizations
resulting in significant profit.
Facilitated district-wide immunization program including training of 60+ managers on marketing, preparation and
execution of on-site flu shot clinics and resulting in extraordinary success in both quantity and profit for all 32 stores
within district.
Market Vice President implemented strategy in the Memphis and New Orleans markets.
• Formulated strategy for underperforming location and executed marketing and sales plan generating 4.4M in sales.
Executive Assistant Manager Madison, MS March 2007 – September 2007
• Assisted the store manager in a variety of responsibilities including; achieving gross profits, managing budget
variances, sales, inventory control, supply management, merchandising and payroll.
• Responsible for all aspects of recruiting including conducting career fairs, interviewing, hiring, on-boarding, training,
and scheduling of all full-time, temporary and seasonal employees.
Assistant Manager Madison, MS June 2006 – March 2007
• Under the direction of the Store Manager, oversaw store operations including customer service, team feedback and
coaching, resolution of customer issues, employee supervision and analysis of financial and performance data.
EDUCATION
Mississippi State University Starkville, MS
Bachelor of Business Administration in Marketing with a Minor in Economics - May 2006
LICENSES
Pharmacy Technician Certification Board (PTCB), 2007
License #410************
Walgreens Pharmacy Technician Training Program - accredited by the American Society of Human System Pharmacists
References Available Upon Request
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