Customer Service Manager
Resume:
Ryan Ashley Kelly
Robbins, NC 27325
********@*****.***
SUMMARY
A dynamic leader, who conceptualizes, absorbs and acts on information with ease, has an excellent track
record in strategic development and implementation with strong problem solving, troubleshooting,
communication and interpersonal and negotiating skills. Well organized and proactive in providing
timely, efficient and accurate administrative support to office managers and colleagues.
EXPERIENCE
Unemployment Insurance Claim Specialist
State of Maryland DLLR 2013 – present
Conducts fact finding interviews with claimants and employers
Determines whether a disqualification is warranted in accordance with the annotated
Unemployment Law of MD
Renders timely decisions to claimants and employers based on the information obtained
Explains and interprets laws to employers and claimants
Detects, investigates and resolves issues involving fraudulent claims for benefits and
overpayments
Obtains work and wage information from employers and claimants to establish an accurate work
history and earnings record
Direct Support Professional
City of Alexandria 2013 – present
Supports residents in the implementation of an individualized service plan
Assists with bathing and grooming
Medication management
Supports individuals with job placement and coaching
Assists individuals with daily goals
Completes all assessment documents regarding person centered plans
Writes progress notes and incident reports
Maintains clinical records
Supports individuals with intellectual disabilities in a vocational and residential setting
Customer Care Representative
United Healthcare 2004 – 2012
Received and completed requests from insurance members and providers
Researched and entered ICD-9 and CPT codes
Distributed memos
Benefits administration
Data entry
Training and development
Assisted employees with problem solving regarding claims
Filed, faxed and mailed confidential information
Generated various letters
Balance billed accounts
Complied with HIPAA and Medicare regulations
Worked diligently with employees as well as managers
Handled administrative and clerical duties as needed
Worked as part of a team
Pharmacy Technician
Kerr Drug 2002 – 2004
Filled prescriptions
Trained new hires
Credited various accounts
Billed accounts
Audited/maintained inventory
Faxed and filed documents
Answered multi-line phones
Ordered medications
Assisted pharmacy manager while demonstrating attention to client’s needs
EDUCATION
Xavier University – Cincinnati, OH
May 2012
Master of Science in Human Resource Development
North Carolina A&T State University – Greensboro, NC
May 2010
Bachelor of Arts in Psychology
SKILLS
Mastery of Microsoft Office programs (Word, Outlook, Excel, PowerPoint)
Knowledge of PeopleSoft
Strong organizational development, administrative and analytical skills
Knowledge of HR regulations and policies
Experienced facilitator
Training and development
Knowledge of HRIS
Ability to produce accurately in a fast paced environment
Ability to type at least 70 wpm
Understanding of medical terminology
Excellent customer service skills
Maintains company ethics, integrity and confidentiality
References available upon request
Contact this candidate