Customer Service Manager
Resume:
ERICA NIESPODZANY
*** **** ***** ** ■ Pulaski, WI 54162
Home Phone 822-4694
EDUCATION
Diploma, Oconto Falls High School, 1996
Medical Terminology, Customer Service & Diversity Workshop, Humana Insurance, 2001/2002
QUALIFICATIONS/SKILLS
Member of the FBLA and competed in the Computer Transcriptionist Programs
Microsoft Word, Microsoft Works, Excel, Windows, Argus, Badger, Metavance, CAS and Lotus.
Booker POS System
Mind Body POS System
Shop Keep POS System
EMPLOYMENT
September 28, 2015 through June 30, 2016, Office Manager, Weiler Academy LLC.
This position required me to oversee multiple departments within the company that included: Coordination and Supervision, Financial, Best Practices, Human Resources, Production, Communication, Strategic Input, Sales, Marketing and Customer Service.
Requirements: Self-driven using problem solving skills, Multi-tasking focusing on all departments, Perfect Customer Service skills in person and on the phone, Detail Orientated with every project, Eagerness to Learn all programs, Work Independently, Reporting of company status, Payroll including working with the accountant directly, Advertising of Holiday Promotions, Ability to handle pressure of timelines, Presentations to the Community and Staff, Developed Company Handbook, Confidentiality with both Clients and Peers.
In this position I grew as an individual and in business. I extended my personal skills in communication and expanded my knowledge in areas that I had never experienced prior in my career.
September 13, 1999 through September 25th 2015, Humana Insurance Company
Multiple Titles: Home Office Provider Service Organization Correspondence Specialist (December 2013-September 2015), Service Organization Medicare Specialist (December 2011-December 2013), Customer Service Correspondence Specialist (2001-November 2011) and Corporate Accounts Claims Adjuster (1999-2001)
Requirements: Work Independently. Trusted with associates/superiors/clients medical claims, records and complaints. Complete full and fair reviews and dictate professional responses to both providers and members. Adjudication of claims as needed. Extensive Inbound/Outbound Calls, addressing customer concerns/needs. Coordination of Benefits with Medicare, Medicaid and private insurance. Full comprehension of the Medicare Government requirements for processing and coordinating payment within our company. Self-educate, maintain quality and metrics. Attend monthly meetings, take notes and dictate for the department. Worked from home from July of 2006 till September 2015. Processed Senate Bill 418 Penalties and House Senate Bill 610 Penalties. Analyzed trends and created training solutions. Handled provider manual calculations of large bill claims. Code Review Specialist-finding coding errors following the American Medical Association CPT Book. Multiple/Bilateral Surgery Processing. Medical Records requests.
Platforms: MTV/Argus/CAS/Badger
I developed excellent customer service skills with members and providers in the medical field. I was one of the few to be selected to handle our internal processing/appeals for our corporate leaders and my peers. I was selected by my peers as the Fun Committee Team Representative for the correspondence department from 2000-2015.
Fun Committee Team Requirements: Attend monthly meetings to discuss fun, healthy, learning activities for our department to complete together as a team building skill and then follow through on them.
1998 through 1999, Office Manager, Innotec Engineering Inc.
This position consisted of:
Accounts Receivable
Accounts Payable
Credit Department
Inventory/Purchase Orders
Bank Deposits
Taxes (Federal and State)
Reports on Excel
Insurance (Company contact)
Customer Service (Phones/Receptionist)
INTERESTS & ACTIVITIES
Women's Football League
Women's Modified Fast-Pitch League
Coed Kickball League
Glenbrook PTO President
Pulaski Softball Organization Board Member and Concessions Coordinator
Girl Scout Leader for six years.
Volunteer at Pulaski Middle School Events
Pulaski Volleyball Parent/Concession Worker
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