Customer Service Representative

Roland McGhee

*** ***** *** **. 615-***-****

Antioch, TN. 37013 ********@*******.***

www.linkedin.com/pub/roland-mcghee/1/829/b80/

SUMMARY

Over 10 years of professional experience and personal achievements in

leadership, customer service and athletics. Skills include documentation,

negotiation, and problem resolution. A goal oriented individual with a

high degree of focus and motivation.

PROFESSIONAL EXPERIENCE

Emdeon, Nashville, Tennessee 2011 - 2014

Learning and Development Specialist

Created and facilitated new hire training as well as continued education

for incumbent employees in the areas of Electronic Remittance Advice (ERA)

and Enrollment Support.

( Identified and address knowledge gaps to increase learning and

retention.

( Analyze trends to increase production.

( Identify root causes.

( Write and maintain documentation for internal and external customers.

. Improved overall customer satisfaction due to training delivered.

Emdeon, Nashville, Tennessee 2009 - 2011

Customer Communications Business Analyst

Accountable for analyzing Production Issues for the purpose of drafting,

distributing, and maintaining timely communication alerts to impacted

customers. Maintain and contribute to the communication workflow

documentation while always seeking improvements to existing procedures.

( Work independently with limited direction to establish the customer

impact of complex issues

( Respond to inquiries and requests from all internal departments and

assist with specialized communications.

Roland McGhee 615-***-****

Page Two_

Emdeon, Nashville, Tennessee 2006 - 2009

Research Analyst

Review and research problems based on established policies, procedures and

practices.

( Work on assignments that are complex in nature and using considerable

judgment.

( Resolve problems and making routine recommendations, including

working with various departments within the company

( Work with customers to resolve issues including reaching out to

insurance companies for customer inquiries

Verizon Wireless, Nashville, Tennessee 2003 - 2006

Customer Service Representative

Assisted customers in the Southern Region of the United States with service

issues and payment resolutions in order to maintain cellular service.

( Worked in high volume call center making and receiving customer

calls.

( Primarily focused on preventing interruption of cellular service,

account rehabilitation

EDUCATION

University of Phoenix - Nashville, MBA/Technology Management in progress

Middle Tennessee State University, Bachelor of Science in Education

PROFESSIONAL DEVELOPMENT

. Active volunteer, Homeless Shelter, Murfreesboro, Tennessee

. Charter Member (Former President) and current coach: Rutherford County

Track Club

. 2005 inductee to MTSU Athletic Hall of Fame

AFFILIATIONS

Kappa Alpha Psi Fraternity Incorporated

. Rutherford County Track Club

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