Customer Service Sales
Resume:
PATRICIA RUSSELL
P.O. Box ******
Plano, Texas 75026
********@*****.***
SUMMARY OF QUALIFICATIONS
I am a goal focused, organized team player with a solid background in Customer Service.
I have a personal commitment for learning new business skills for growth and to continue
development of my abilities in order to assist in the success of the organization.
P ROFESSIONAL EXPER IENCE
AEGIS COMMUNICATIONS
ENROLLMENT SALES 11/08 – 12/2013
• Experience in /knowledge of insurance and related fields, including managed care, Medicare and/or
Medicaid. Understanding of Medicare (CMS) sales and marketing regulations and guidelines
• Responsible for pursuing and closing sales of new and existing insurance accounts
• Experience in a managed care environment (i.e., HMO, PPO or POS)
• Good decision making ability in order to evaluate situations
• Ability to deal with irate calls in a professional manner
Customer Service Representative
• Resolved customer issues via one call resolution guidelines or escalation procedures
• Processed applications for Part D enrollment and routed for Medicare approval
• Maintained a balance between company policy and client performance metrics
• Acted as primary source of contact for customers regarding products and services
• Responsibilities included call disposition, compiling and generating reports
• Provided customer support for Medicare Part D and access to pharmacies
TECHNISOURCE 12/07 -04/08
Help Desk Support
• Liaison between UMUC students and staff/administration concerning day to day activities
CONTRACTOR SUPPORT 02/06 – 12/07
Customer Service
Provided customer support for a healthcare company by answering plan questions, routing agent
requests and providing new enrollment information
APEX SYSTEMS 06/04 – 02/06
Contract Systems Support
• Supported an Enterprise environment for a major financial institution
• Primary support for processes of data exchange between sites
• Protocols include FTP, HTTP, NDM, TCP/IP, and dial up capabilities
11/02 – 04/04
AFFILIATED COMPUTER SYSTEMS
Senior Scheduler
• Project management role; supported ZEKE, CA-7 and
C ONTRO L-M packages for multiple customers
• Responsible for scheduling forecasting, positioning and monitoring of production
• Additionally responsible for monitoring programs, disaster recovery preparedness, and
scheduling/support of program testing and software
PEROT SYSTEMS 09/89 - 04/02
Systems Analyst, Richardson Information Management Facility
• Supported numerous major clients at this facility running multiple OS/390 mainframes
• Worked closely with customers in order to optimize daily support of their business needs through
system/software modifications, maintenance, and the development of improved mainframe functionality
• Installed/maintained network software products using SMP/E, JCL and IBM utilities
• Supported SNA TCP/IP protocols for multiple customers. Supported VTAM/NCP changes
o Responsible for generating and maintaining all necessary technical documentation
• Led numerous projects to timely completion with high customer satisfaction. For example:
o Managed the project which moved all print processing for three major customers from
mainframe to IP protocol
• Served as the network software project lead for three OS/390 upgrades (2.5, 2.8 & 2.10)
• Implemented and tested the Richardson facility's Disaster Recovery Procedures
License and Certification
General Lines Life, Accident & Health (State of Texas) expiration date (03/29/2014)
General Lines Property & Casualty (State of Texas) expiration date (03/29/2014)
Professional Training
2009 Kaplan College Insurance Concepts and Licensing
2010 Microsoft Word, Excel and PowerPoint
Managerial Development Training
2012 Medicare Certification
AHIP Training
References Available upon request
Contact this candidate