Customer Service Manager

Brian Williams

Education

Middle Tennessee State University

Murfreesboro, TN

December 2007

Bachelor of Science in Business Education

Minor: Business Administration

Member of National Business Education Association

Relevant Coursework:

oBusiness Management Principles

oHuman Resources

oTraining Strategies

Work History

Emdeon

April 2013 - Present

Subrogation Specialist

Consulted with attorneys, insurance companies, and recipients regarding Medicaid statutes.

Served as a liaison with Nevada government to resolve liens whose value exceeded settlements.

Orchestrated claim handling automation by collaborating with resources and superiors.

Demonstrated an ability to develop unique strategies to solving complex case files.

State Farm Insurance

March 2008 – April 2013

Automobile Bodily Injury Claim Representative

Investigated, evaluated, and negotiated submitted bodily injury claims with third party claimants and attorneys including management of litigation cases.

Served as a policy and Medicare subject matter expert for team members to answer complex contractual policy questions and proper handling of claims involving Medicare members.

Served as an onboarding mentor for new claim representatives.

Pioneered workflows during a time of companywide reorganization.

Built strong relationships with customers of all levels, attorneys, and sales agents.

Bi-Lo Grocery

August 2000 – January 2007

Customer Service Manager

Cross trained customer service employees to allow for more flexibility in scheduling.

Received the highest customer service satisfaction scores received from customer survey responses.

Exceeded cash loss budgets for three consecutive years.

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