Customer Service Management

RI C K Y BR A D L E Y

**** ****** ****** * ***** Grove, PA 19090 215-***-****

r ****.*********@*****.***

Dedicated Telecommunications Professional with a proven ability to develop, implement and oversee

an organizations communication network within the companies policies and procedures.

Performance driven and accustomed to recognizing opportunities to apply communications network

technology protocol that strengthen overall company productivity.

Education

Keller Graduate School of management K ing of P russia, PA

Master of Network & Communication Management, May 2015 (3.82 GPA)

Temple University P hiladelphia, PA

Bachelor of Arts (B.A.) in Communications, Aug 2008

Professional Experience

Genex Services I NC. Wayne, PA

Telephonic Case Management

U tilization Management Assistant, July 2012 to April 2013

Responsible for receiving and sending network data to telephonic case managers for the

p lanning and care of employee’s workman’s compensation cases. Maintained and

p rovided accurate client and medical data while collaborating with workman’s

compensation contacts to assure the accuracy of correspondence data.

Key Results:

Received and analyzed electronic client data and developed a strategic distribution

system of network t raffic to management and case managers.

Conducted complex client data entries while fil tering client’s medical information and

sending data to the nurse case managers.

Responsible for the additions, corrections and updates of telephonic case management

services for sick or injured employees.

Provided prompt, accurate and exceptional technical service while enduring positive

relationships with adjuster’s, employees and case managers.

E xhibited teamwork and a friendly work environment conducive to positive dialogue

between management and employees.

CAREF I RST BLUE CROSS O wings M ills, M D

Federal Employee Program

Correspondence Analyst/ Customer Service, July 2011 to July 2012

Investigated, analyzed and interpreted corporate network t raffic for Blue Cross health

care providers and customers in the Federal Employee Program. Managed user data

u pdates for provider and member changes, additions and terminations within multiple

i nformation systems.

Key Results:

Effectively managed approximately 30-40 correspondence cases daily while providing

p roper guidance and direction to healthcare providers.

Provided 99% accuracy within the department of quality assurance and exercised

s trategies to secure valuable company data.

Reduced member and provider data errors and resolved network t raffic problems in a

t imely manner.

Participated and supported the company’s formal employee performance review program

w hile exhibiting confidence in self and others as well.

O ffice of the State Superintendent of Education (OSSE) Washington D.C.

Department of Transportation

Assistant Terminal Manager, June 2009 to October 2010

Effectively coordinated D epartment of Transportation policies and procedures with all

personnel at the terminal. Demonstrated success in the administration of complex

employee problems and recommended the appropriate action. Collaborated with the

d rivers and attendants to develop a strategic planning process that assured safe student

t ransportation.

Key Results:

Played a key role in ensuring the successful launch of OSSE policies and procedures

compliance. Structured and implemented assignments regarding safe student

t ransportation.

Provided extensive supervision of employee affairs to approximately 120 employees

s imultaneously including employee reviews and scheduling, job assignments, mediation,

conflict resolutions, employee records management.

Fostered a teamwork and open-door environment while communicating positive dialogue

between management and employees.

M anaged safety to students and identified positive alternative solutions when dealing

w ith emotional and disciplinary situations.

I N D EPE N D ENCE bLUE cROSS P hiladelphia, PA

Provider Data Specialist, 2008 to 2009 Provider Service Representative, 2006 to

2008

Responsible for the completion of network data projects for Independence Blue Cross

health care providers in multiple health care networks. Monitored the accuracy of

p rovider data and approached providers in a tactful manner to identify positive

a lternative solutions when dealing with complex information.

Key Results:

Demonstrated success and received a 96% accuracy rating when inputting provider data

i nto the company network.

Received above satisfactory scores when being evaluated by the department quality

assurance department that insulated the company from legal r isk.

Acknowledged and responded to inbound inquiries that related to health care provider

data issues within the Independence Blue Cross media network.

Developed a strategic planning process to secure critical assets of Independence Blue

C ross health care electronic data.

Management and Professional Skills

Organizational Network Communication Microsoft OS

Development TCP/IP Microsoft Office

Analytical Design Ethernet Macintosh OS

Leadership VOIP MPLS

Problem Solving UDP/IP VPLS

Performance

M anagement

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