Customer Service Sales

Jody Kay Smith

P.O. Box ***** • Santa Ana • CA • 92799

714-***-**** • acqert@r.postjobfree.com

Customer Service Advocate & Account Manager with experience in contract management, issues management and customer relationship management. Experience within a customer site that includes on-site employee management, employee relations, recruiting, staffing, and employee retention. Excellent listening, interpersonal, and follow through skills in relationships with customers as well as company employees. Expertise includes: Service Metrics, Customer Relations, Proposal Development, Contract Renewals and Statements of Work.

PROFESSIONAL EXPERIENCE

OPTUMRX Costa Mesa, CA 2006-2015

Customer Service Advocate

• Answer incoming calls and assist customers/pharmacies/physicians with: Orders and reorders,

answer benefit eligibility questions and prescription status inquiries

• Escalate drug related calls to appropriate pharmacist.

• Assist pharmacies and members on all issues related to processing of pharmacy claims.

• Determine appropriateness of overriding pharmacy claims edits and error messages.

• Review, audit, and process direct member reimbursements.

• Coordinate internal resolution of claims exceptions and other issues.

• Initiate correspondence with members regarding claims rejections and other benefit

interpretation.

• Make outbound calls on prescriptions withhold orders and payment issues.

• May also assist in logging in of new prescription orders.

• Educate customers on benefits, use of plan, formulary, premiums, and status of orders, claims

or inquiries.

• Other duties as assigned.

IPG – IMAGING PROFESSIONALS, Lake Forest, CA 2005-2006

Sales Assistant

Support the Director of National Accounts

• Deliver quality customer services by maintaining a good working relationship with the external

clients as well as the sales representatives.

• Work with Goldmine, BBX and IPG quoting software.

• Develop quotes for new business

• Write up quotes and work orders for current business.

• Prepare invoices and billing upon job completion.

• Monitor job production for accuracy and timeliness.

FIDELITY NATIONAL TITLE, Irvine, CA 2003-2005

Assistant Administrative Manager

Support Field reps. for Fidelity National Title and Chicago Title agents in the Western Region

• Deliver quality customer services by maintaining a good working relationship with the external

agent base as well as the field reps.

• Maintain claim A/R and A/P utilizing Quick Books.

• Develop contracts and amendments for prospective and current agent base.

• Validate and report policy batches for all agents.

• Train new employees.

• Maintain contract files, spreadsheets and others related to daily operations, (over limits/claims

ratio.)

• Create and mail out claims, over limit, and policy lag letters.

• Process monthly invoices and statements for Fidelity Agents.

• Process and post monthly claim checks for Chicago Title Family of Agents.

• Process check requests, supply orders and answer phones.

SYSTEMS MANAGEMENT SPECIALISTS, Brea, CA 1994-2003

Account Manager (2000-2003)

Managed 5 clients with the responsibility for the account

relationship, customer service, and contract management.

• Managed annual revenue base of over $8.5M in outsourcing contracts.

• Developed statements of work proposals, pricing, and contract amendments for additional

Business within account base resulting in over $500,000 dollars revenue.

• Delivered quality customer services by maintaining a good working relationship with the SMS

Service delivery organization resulting in contract renewals of over $14M.

• Orchestrated and hosted client quality review luncheon and meetings for up to 25 attendees.

• Validated and reported service level metrics on a monthly basis.

• Recruited and staffed for on-site personnel as well and maintained current employee base.

Administered employee timesheets, benefits changes and retention while managing at the

customer site.

• Conducted surveys and questionnaires with client base, which resulted in improvement of

customer service.

Production Support Analyst, Supervisor (1999-2000)

• Supervised, trained, and coached 15 employees.

• Prepared annual reviews as well as provided monthly status reports on all staff members.

• Maintained and supported all clients in the Brea Data Center ensuring timely resolution of any

and all system problems, batch job aborts.

Production Support Analyst (1994-1998)

• Monitored all customers computer systems housed in the Brea Data Center.

• Maintained and supported monthly reporting functions such as monthly year to date statistical

reports and daily online availability report.

• Trained new employees enabling improved productivity.

• Maintained a positive working relationship with client programmer and end-user staff.

AVCO FINANCIAL SERVICES, Irvine, CA 1984 – 1994

Operations Analyst, Senior (1993-1994)

• Ran the nightly production batch schedule, ensuring timely execution of processing.

• Tracked and reported offline run-times for batch processing.

• Addressed all production aborts and provide support to programmers and schedulers.

Computer Operator, Senior (1990-1993)

• Trained as a back up to Lead Operator.

• Monitored mainframe master console operations.

• Provided support to all workstations such as the print room, tape-operations, tape library, and

the report distribution area.

Computer Operator/Unit Control Clerk (1984-1990)

• Operated equipment such as printers, disk, and tape drives. Monitored batch processing and

master console operations. Reported batch aborts to the operations analyst as well as provided

support to programmers and users when necessary.

• Sorted, separated, and delivered all incoming mail for the insurance department.

• Organized and prepared incoming mail for microfiche scanning.

• Tracked, recorded daily activity of incoming mail as well as distributed all reports to business

partners.

EDUCATION

MBA, DeVry University-Keller Graduate School, Irvine, CA October 2004

Bachelor of Arts, Business, University of La Verne, CA June 2000

• Dean’s List 1998-1999, Graduated with Departmental Honors

ADDITIONAL INFORMATION

Volunteer activities: “Big Sister” with Big Brothers and Big Sisters of Orange County

Part-Time work:

-Robinsons-May: Sales Associate 8/2002 to 2/2003

I Received Gold & Burgundy star level for Exemplary Customer Service and also received Selling Star Award in November and December for top part-time sales in the Domestics department.

-Lane Bryant: Style Expert Associate 02/2003 to 03-2006

Sales associate part-time, one (1) day per week

Contact this candidate