Customer Service Maintenance

LAUREN LUP

**** ***** **** ****** • Sarasota, Florida 34238 • mobile: 941-***-**** • *********@*****.***

Summary

* Implement new enhancements related to basic Salesforce.com configuration, including creation of custom fields, workflows, approval processes, email alerts and templates.

* Administration of Salesforce.com, including but not limited to: manage fields/relationships, workflow rules, approval processes, page layouts, validation rules, email templates, custom buttons.

* Maintain multiple user roles, security, profiles, workflow rules, etc. Support train new end users on the salesforce.com application.

* Identify SFDC usage problems and craft technical / communication plans to IT/business teams.

* Develop strong relationships with managers of business units to support user adoption, ensure proper use of applications, and foster productive growth and change around the application and corresponding business processes.

* Proficient in SFDC & EMR administration/implementation/maintenance/training.

* Outstanding analytical and problem solving skills.

* Ability to successfully manage complex business issues.

* Proven ability to independently perform administration, testing, implementation, documentation and updating as it relates to the SalesForce.com software and system administration.

* Excellent communication, collaboration and interpersonal skills.

* Speaks Croatian and Serbian fluently.

* Ability to draw conclusions and make recommendations.

* Ability to deliver excellent customer service.

* Proficient in Windows and Office (Word, Excel, Powerpoint, Outlook)

* A team player.

Professional Experience

2010-20 14 GCMG - Sarasota, Florida

Proficient in EMR administration/implementation/maintenance/training and support.

2009 Suncoast Communities Blood Bank - Sarasota, Florida

Blood mobile volunteer/computer systems overview support and training.

1996-1997 RISCORP Health Plans - Sarasota, Florida

Member Services Analyst

Member Services representative supporting computer integrity and members account maintenance. Responsible for any necessary support, such as researching claims activity with the Claims department, ensuring that the members’ issues are taken care of expediently and appropriately. Responsible for training new staff members on the computer system. Worked with Provider Relations to ensure that issues regarding providers are dealt with appropriately. Liaison between Member Services and the Complaints, Grievances and Appeals Coordinator. Worked in conjunction with Utilization Management department.

Group Underwriting Coordinator

Began employment in the second year of a start-up Health Plan. Coordinated agent activity, quoted policies, and explained benefits to the agents for the company’s HMO, POS, PPO, Indemnity, Triple Option and TPA business. Commended several times by agents for my skills and professionalism.

Activities

2006-2008 Ambassadors’ Club, Hodges University

Responsible for organizing activities and welcoming students to Hodges University (formally International College). Participated in fundraising and local charities. Helped establish grants for students in need.

2006-2008 Student Mentor, Hodges University

Provided support and guidance to incoming students. Aided their personal growth by providing them with a one-on-one relationship to guide them through the program.

Education

Hodges University

Overall GPA: 3.31

Hours: 121

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