Customer Service Management

P enny L. Gabardi Thornton, CO

************@*****.*** Cell 720-***-****

Operation Data Analyst and Informatics

SUMMARY

• As a trained information analyst, I am able to quickly analyze and map problem resolutions.

Educated in healthcare analysis, ethics & integrity, emergency, and legal compliance procedures.

• Report Data and analyze daily operations to management. Developed reporting templates and

excel data sets. Create strategic business reporting, trending reports, operation management reporting,

project management reporting, and efficient in supply chain management reporting and analysis.

• Trained and performed quantitative/qualitative research methods and biomedical informatics

reporting.

• Employ sound judgment and customer service knowledge to resolve escalated and difficult

customer issues through Best in Class responses and proper business policy procedures.

Accessing and accomplishing resolution and response according to business policy with

handle time of 105% to 130% above average company handle time norms.

• As a quality control/ change manager used developed satisfaction surveys, trend reports

and analysis to discuss with multiple department managers to employ change and

problem solving decisions. Set trend efficiency changes because of 115% capture of

efficiency reporting.

• Recommended modified reporting methods and created new reporting based upon

findings and workflow changes. Measure results and identify business trends resulting

from newly implemented policies and practices.

• Use analytics and logic. Very organized, communicater, detail oriented, excellent oral and

written skills, able to investigate and decipher information, and ability to work with project

teams in multiple locations and knowledgeable in health plan systems.

• Study and stays abreast of current higher education, legal, and health care practices.

EDUCATION

Bachelor of Arts in Health Administration – minor in English

Ashford University, Clinton, IA ** G raduation 9/2012 GPA 4.0

Master of Science in Healthcare Informatics and Analytics

Bryan University, Los Angeles, CA ** in progress ** graduate 10/2014

* Honorary Golden Key International Honor Society member because of Academic Excellence

* International Scholar Laureate Invitee

* Paralegal Certificate

SKILLS

Penny Gabardi Resume

* Executive Support and Administration

*Microsoft Office Suite * 65 – 75 wpm- typing

* Conflict Resolution Management

* Microsoft Publisher * MS Excel * MS Access

* Office Management

* MS Outlook * Spreadsheets/Reports

* Records Management

* New Visio * Trend Analysis

* Project / Event Management

* Lexis Nexis * Process mapping

* Calendaring

* Matlaw Research * Bookkeeping

* Legal Research and document preparation

* Pacer Research * AP/ AR and billing

* Training/ Recruiting / Marketing

* Westlaw Research * Reconciliation

* Health Care Office Management Apps

* / SQL & Oracle *Insurance Billing

* Data Base Management

* SAS

EXPERIENCE

Dish Network, LLC, Littleton, CO Executive Resolution Specialist / Analytics 2/2010 – 6/2013

Consulting/Educator– Self Emp. Legal Contract Consulting / Research and Analytics 6/2004 - 7/2014

Carlin Dodge, Colorado Springs, CO Quality Control Change Management / Training 11/2001- 2/2004

Law Offices of Max Cline, CA Paralegal – Litigation/ Educator / Interviewer .. 2/1997 - 1/2001

Wildwood Hospital, GA Business Office Manager 1982 – 1988

Sonora Medical Clinic, CA Insurance Billing/ Collections/ 1974 – 1980

References Provided Upon Request

Penny Gabardi Resume

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