Customer Service Manager
Resume:
Robyn McFadden
*************@*****.***
“Robyn became one of four technical
Professional Profile
resources…Robyn has the knowledge &
Industry Professional with extensive knowledge & experience gained in both the public & private sectors.
problem-solving skills to assist others. She Well versed in marketing, promotions, social media & web logging as well as community & media outreach
shares information willingly & other team for a public-sector agency. Full Charge Management experience with industry-leading self-storage
company. Subject Matter Expert in the research, set up, analysis, root cause analysis & troubleshooting
members often…sought her advice outside the
of electronic data file transfer utilizing several mainstream protocols, including EDI & FTP. Highly
formal technical resource role. Because of experienced in grant administration & procurement including familiarity with Federal, state & local
regulations including Title VI ADA, LEP, DBE and EEO policy & procedure. Qualified in fiscal
her knowledge…Robyn was selected to
responsibility, financial audit, accounting, bookkeeping, billing & collections. Proven record of outstanding
support some of our most complex & customer service skills with an emphasis in problem & conflict resolution.
demanding customers. …able to understand
Key Qualifications
the needs & limitations & apply that
Skilled manager with current experience in the self -storage industry including daily operations;
understanding to the benefit of the customer.
facilities & office management; financial administration & reporting; IT & network systems
Robyn is expert & professional in meeting administration & troubleshooting; workplace health & safety; staff training, mentoring, development
& supervision.
with customers & consultants. Robyn would
Specialist in data extraction, manipulation & formatting including “red box” front -end programming.
be a great addition to any organization…” Subject Matter Expert in the research, set up, analysis, troubleshooting & training of electronic data
file transfer utilizing several mainstream protocols, including EDI, FTP and others.
Neil Pierson
Marketing and promotion experience in a public-sector agency, including the use of social media &
former Director of National
blogging as well as more traditional media & community outreach.
Accounts, Aetna Inc.
Instrumental in design, development & implementation of department ’s real-time, interactive Public
Information Emergency Response (PIER) website as Project Lead. Qualified in Emergency
“I worked with Robyn on several high
Management and Multi-Agency Coordination.
profile customer conversions… I witnessed Qualified in Implementation Management, coordinating the project management process,
consistently providing key customer deliverables on or before commitment dates.
Robyn’s ability to manage the customer’s
Exceptional analytical skills as well as excellent organizational skills . Strong technical expertise as
expectations in a calm, organized & well as negotiation, problem solving, root cause analysis & project management skills.
Superior verbal & written communication/interpersonal skills, including experience in direct contact
professional manner. Several singled her out
with corporate executives & principals, internal & external clients as well as all matrix partners.
to thank her for the hard work & expertise Motivated, team-oriented self-starter who takes direction well & excels equally in a collaborative,
individual & telecommuting environment. Focused, quick study who requires no direct supervision
she provided... Robyn always made herself
to achieve objectives & exceed expectations.
available & went above & beyond what was Vast experience in all lines of insurance. Skilled in Risk Assessment, Classification Determination,
Exposure and Premium Basis Evaluation and Recommendation for high premium, multi-state, multi-
expected…serious about her career,
operation entities.
motivated, organized & exhibits good
Technical Proficiencies
leadership skills. …I recommend her to you
without hesitation.” Microsoft Windows XP Pro, 7 & 8 Operating Systems; Microsoft Office 10 Suite including Outlook,
Word, Excel, Access, PowerPoint, Publisher, Project, Visio & Front Page; PIER Systems; Lawson;
Duane A. Cote
TEAM; AgendaLink; TechLine; NIMS; Crystal Reports; Adobe Acrobat Pro & Creative Suites;
Director, Sales & Service, National
QuickBooks Pro; Peachtree; Timberline; Lotus Notes; W eb Self Storage; U-Haul Dealer Network;
Accounts, Aetna Inc.
Sentinel Gate System; VGA Sign Schedule Editor (OPTEC Displays Inc); VNC Viewer; Drop Box;
Visual Audit; SilverPlume; Enterprise & Legacy Systems including Claim Check, TSOE, TSO28 &
Instrumental in achieving…goals & rd
WSF82R; C-Meds/Meds America; Various 3 party software applications & HTML editors.
system audit objectives…meeting Raytheon’s
Employment
demanding expectations. Raytheon follows
Six Sigma… expected nothing less than 2/2012 – 4/2013 Private Mini Storage Manager Inc/GRDM Investments LLC – Houston Metro
Resident On-Site Property Manager
perfection. Robyn met the challenge &
3/2010 – 1/2012 Fort Bend County Public Transportation Department – Sugar Land
delivered superior results…consistently Marketing & Promotions Coordinator / Grants, Finance & Contracts Administrator
flexible with a strong work ethic. I highly 5/2009 – 3/2010 FARA Premium Audit Services – Houston Metro/SE Texas
Senior Field Premium Auditor (Contract)
recommend Robyn…an asset to our
4/2007 – 5/2009 Overland Solutions Inc. – Houston Metro/SE Texas
organization.”
Senior Field Premium Auditor
Jerry Berwick 3/2005 – 4/2007 CIGNA HealthCare – Houston
National Account Executive,
Senior Implementation Consultant
Aetna Inc.
8/2003 – 3/2005 Southwest Bone & Joint Clinic, P.A. – Houston/Sugar Land
Business Office, Collections Manager
5/1997 – 2/2003 Aetna, Inc. (formerly Prudential Healthcare) – Sugar Land
Electronic Eligibility Consultant, National Accounts
Technical Lead / Assistant Team Lead, Customer Service, Key Accounts
7/1983 – 5/1997 Robert L Grant & Assc (multi-line insurance/securities broker) – Houston
Executive Assistant / Office Manager / Bookkeeper / IT
Robyn McFadden
*************@*****.***
“Robyn became one of four technical
Professional Development
resources…Robyn has the knowledge &
Certifications / Continuing Education / Training:
problem-solving skills to assist others. She
Microsoft Outlook, Excel & Word (Guru)
shares information willingly & other team Microsoft Access, PowerPoint & Publisher (Expert)
Microsoft Project, Visio & Front Page (Advanced)
members often…sought her advice outside the
National Incident Management System (NIMS IS-700)
formal technical resource role. Because of
Multiagency Coordination System (MACS IS-701)
her knowledge…Robyn was selected to Public Information Emergency Response (PIER) Systems
Human Resources, Employee Relations, Employment Law
support some of our most complex &
USDOT/FTA Financial Management Oversight & Triennial Review Administration
demanding customers. …able to understand
Civil Rights: ADA, Title VI/LEP, DBE & EEO Administration & Compliance
the needs & limitations & apply that TEAM Systems & Crystal Reports Training
ELITE Capstone Audit Training including NCCI, PAAS, SCOPES & CLM
understanding to the benefit of the customer.
ERISA, HIPAA, Cobra, Parity, Medicare/Medicaid & Sarbanes Oxley Compliance
Robyn is expert & professional in meeting
W eb Self-Storage Management & U-Haul University
with customers & consultants. Robyn would
Education
be a great addition to any organization…”
Neil Pierson Texas State University – San Marcos, TX
former Director of National
St. Agnes Academy College Preparatory – Houston, TX
Accounts, Aetna Inc.
References
“I worked with Robyn on several high
profile customer conversions… I witnessed
Professional
Robyn’s ability to manage the customer’s
Kevin Salmon, Private Mini Storage 512-***-****
expectations in a calm, organized &
Ernest Chou, FBC Transit/METRO 713-***-****
professional manner. Several singled her out
Kelli Bloxham, CIGNA Healthcare 713-***-****
to thank her for the hard work & expertise
Yvonne Hernandez, SW Bone & Joint Clinic 713-***-****
she provided... Robyn always made herself
Neil Pierson, Aetna, Inc. 832-***-****
available & went above & beyond what was
Nancy Fruhman, Prudential Healthcare 713-***-****
expected…serious about her career, Bob Grant, Robert L. Grant & Associates 713-***-****
motivated, organized & exhibits good
Personal
leadership skills. …I recommend her to you
Suzi Climer, Private Mini Storage 903-***-****
without hesitation.”
Margaret Rother, University of the Incarnate Word 210-***-****
Duane A. Cote
Don Smithers, Sugar Land City Council 281-***-****
Director, Sales & Service, National
Accounts, Aetna Inc. Ruben Rodriguez, Frito-Lay Corporation 281-***-****
Robert Taylor, Target Stores 281-***-****
Instrumental in achieving…goals &
Cindy Sumrall, Fort Bend County 281-***-****
system audit objectives…meeting Raytheon’s
demanding expectations. Raytheon follows
Organizations
Six Sigma… expected nothing less than
Houston Zoological Society, Basset Buddies of Texas Rescue, ASPCA, SNAP, North Shore
perfection. Robyn met the challenge & Animal League, National Arbor Foundation, Sierra Club, National Wildlife Federation, World
delivered superior results…consistently W ildlife Fund, Houston Architectural Forum .
flexible with a strong work ethic. I highly
Biography
recommend Robyn…an asset to our
organization.” Robyn is a native Houstonian who has made her home & raised her children in Northeast
Fort Bend County. She has been happily married to Chuck, a residential Construction
Jerry Berwick
Manager, for 22 years. Robyn enjoys photography, antiquing, upcycling & repurposing,
National Account Executive,
Aetna Inc. gardening, drawing, painting & calligraphy as well as swimming, snorkeling, traveling,
horseback riding, billiards, ping pong & darts with her family & friends. Robyn is an advocate
of animal rescue, the environment & architectural preservation as well as women’s, children’s
and senior citizen’s rights. A newly-empty nester, Robyn is looking forward to enjoying a
slower yet steady pace & a simplified, minimalist lifestyle.
Contact this candidate