Customer Service Manager

**/**** ** *******

Durant, OK

**/**** ** **/****

Durant, OK

**/**** ** **/****

Denison, OK

STEVE WEST

Career Overview

Committed and motivated Administrative Assistant with exceptional customer service and decision making skills. Strong work ethic, professional demeanor and great initiative. Skill Highlights

Problem resolution

Self-starter

Deadline-oriented

Strong problem solver

Results-oriented

Meticulous attention to detail

Microsoft Office proficiency

Resourceful

Core Accomplishments

Research

Investigated any necessary information for proper billing for insurance companies, patients and DMEs such as proper billing codes.

Research

Investigated and analyzed client complaints to identify and resolve issues. Customer Service

Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.

Training

Successfully trained staff in all office systems and databases, policies and procedures while focusing on minimizing errors and generating superior results. Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude. Professional Experience

Lead Biller

MCSO Hospital

I handle complex issues involving the processing & payment of claims for 38 different doctors under multiple specialties.

I work with Microsoft Word & Excel & also use multiple website applications for different insurance providers to help resolve claim issues.

I collect money from patients for copays & deductibles they are responsible for. I also set up payment plans to help them meet their responsibility for their claims. I handle issues with credentialing for the doctors & make sure their information is loaded correctly in our payment systems so claims can be billed correctly to the insurance carriers. I load CPT codes into our system for the proper billing of claims. Customer Service Representative

PRC

I handled all customer service issues related to services that Federal Express rendered. This included any issues with the pricing & delivery of packages. Process Improvement Manager

CIGNA Healthcare

I was responsible for ensuring approximately 30 representatives were comfortable navigating through medical, dental, & pharmacy tracking systems I gave feedback concerning their quality scores for both internal monitors & customer surveys.

I ran daily production & quality reports for my team so they would know where they stood concerning these metrics.

I assisted daily with complex claim issues involving medical, dental, & pharmacy issues. I also handled escalated supervisor issues.

819 Whitney Rd, Sherman, TX 75090 H: 903-***-**** C: 903-***-**** ********@*****.*** 03/1992 to 04/1998

Sherman, OK

07/1987 to 03/1992

Sherman, OK

1987

Denison, USA

Customer Service Supervisor

Sam's Club

I responsible for making sure the front end (cashiers & door greeters) were scheduled appropriately. I performed daily cash out procedures.

I made sure the customers were checked out quickly & efficiently. I handled any complaints regarding the service the customers received. Assistant Manager

Miller's Outpost

I was the lead for merchandising the store for men's fashion & jeans I checked in new inventory every week. I performed daily cash out procedures I ran the cash register & was directly involved with customer interactions on the floor.

Education

High School Diploma: honors program

Denison High School

National Honor Society

Academic Achievement Award

Student government representative

six sigma green belt

certified trainer(through CIGNA's training program) CIGNA certified coder & biller

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