office

PAULA B. FUDGE

*** ******** **. **********, ** 37073

***********@***.***

SUMMARY OF QUALIFICATIONS

Effective Customer Service professional with the ability to relate to customers and staff in

achieving company objectives. Results focused problem solver with strong communications and

relationship skills. Technical skills include Microsoft Office, Excel, Lotus Notes, Opera hotel

reservation system and company developed systemware.

PROFESSIONAL EXPERIENCE

MEDICAL REIMBURSEMENTS OF AMERICA 12/2013-current

Med Pay Specialist

• Investigated auto accidents to gather all insurances involved for billing purposes for

hospital systems nationwide. Involved speaking with patients, insurance adjusters and

attorneys.

CIGNA HEALTHSPRINGS 10/2013-11/2013

Sales Archive Specialist (temp position)

• Responsible for editing and archiving all documents submitted by insurance agents

required to be qualified to sell additional Medicare benefits.

CAMPUS PARTNERS 2011-2013

Transaction Coordinator

• Communicated with borrowers of student loans. Inquiries concerning the loan balance,

payment due dates, requests of deferments/forbearances, and other informational requests

were discussed and processed.

LOEWS HOTELS 2010-2011

Travel Planner

• Communicates with guests (via phone and e-mail) planning travel to gather information in

order to assist and complete travel plans. Shares necessary information regarding hotel

amenities, room types and rates, city events and area attractions to ensure the guests

expectations and needs are met. Secures reservation and confirms with guests.

• VF IMAGEWEAR (uniform manufacturer and supplier) Nashville, TN 1977-

2009

Quality Assurance Coordinator 2007-2009

• Recorded and monitored call center customer calls. Reviewed 50-60 calls weekly.

• Evaluated and coached representatives to ensure customer satisfaction and determine

training needs. Overall QA score increased 15% in a two year period.

Training Coordinator 2004-2007

• Created complete training program for all new hires including manuals. Scheduled

sessions for garment presentations, departmental procedures, plant operations, and

associated areas. Decreased training schedule from approximately 10 weeks to 6 weeks.

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