Management Customer Service
Resume:
Robert L Goldsmith
**** ********* ***** ********, ** 68123
Work Experience
Long Term Disability Business Analyst
Mutual of Omaha Corporate (Omaha, NE) Nov 2015 - Jan 2016
Claims management while maintaining communication with client, underwriting, sales, special investigations and various levels of management; Determined client eligibility based on contract language, payroll records, and other supporting documentation; Demonstrated flexibility and ability to support unique customer requirements; Wrote letters to claimant providing concise explanations for claim determinations; Determined financial liability based on salary, other income sources and contract language, approved initial payment and determined qualification of payments; Actively engaged in lean process design by participating in identification and elimination of non-value added activities.
Health & Human Services Caseworker
State of Nebraska (Omaha, NE) Oct 2014 - Jul 2015
Assessed client needs and made appropriate referral for community resources and services; Used various state databases to conduct investigations; Generated electronic and written reports; Assessed eligibility to determine qualification classifications and client eligibility placement; Generated client-focused documents and memorandums reviewing benefits; Scheduled meetings and consultations with clients; Conducted investigation and background research on clients.
Office Associate Team Lead, Licensed Insurance Representative
State Farm Corporate (Bloomington, IL) Sep 2006 - Oct 2012
Investigated claim reports, engaged in discourse with claims departments to gather facts; Scheduled Conducted front-line underwriting processes and issued policies; Acted as first responder for policyholder emergencies; Directed compliance and HIPAA responsibilities; Crisis mitigation and conflict management in a constant, fast-paced environment within the organization and with the public; Coached, trained and developed measurable motivational improvement plans for employees; Reviewed and applied legal documents on a case-by-case situation where applicable; Strong focus on customer service and developing rapport; Considerable case management with specialized clientele; Performed benefits reviews and detail explanation in addition to putting together customized insurance plans to meet client-specific needs; Event planning and coordination; New employee on-boarding, orientation and training; Investigated complaints and took corrective actions and, when necessary, disciplinary actions; Planned, assigned and monitored the work of others; Supply inventory, ordering and vendor relations; Billing and account management including accounts research and billing investigation.
Lead Lab Tech
Lenscrafters (Bloomington, IL) Mar 2000 - Sep 2006
Administered and scheduled drug screenings, filed and reported associated results and paperwork; Conducted background checks; Performed accounts receivable, billing and inventory management; Conducted motivational coaching and created personalized developmental plans for improvement; Scheduled sessions, interviews, drug screenings and orientation; Prepared reports and presented to leadership; Performed routine HR functions and associated paperwork and reports; HIPPA security chief contact role; Chemical compounding.
Education
Lincoln College (Normal, IL)
Bachelors of Science degree (Cum Laude)
Dual Major: HR Management and Legal Studies
Skills
Account Management (10+ years); Accounting & Bookkeeping (10+ years); Accounts Receivable & Accounts Payable (10+ years); Background Check Research (10+ years); Business Analysis & Research (10+ years); Chemical Compounding (6+ years); Conflict Resolution & Management (10+ years); Customer Relationship Management (10+ years); HR Functions (10+ years); Leadership & Management (10+ years); Legal Document Review (10+ years); Medical Records (6 years); Mentoring (10+ years); Payroll Processing (10+ years); Property Casualty Licensed (6 years); Scheduling, Coordinating, & Planning (10+ years); Training & Development (10+ years)
Activities, Awards, and Extracurricular
Employee Resource Group Events Coordinator at State Farm Corporate
Co-chair for Diversity & Inclusion Committee at State Farm Corporate
Phi Theta Kappa Honors Society member
Central Illinois Paralegal Association student member
Yearly Volunteer for Special Olympics Spring and Summer Games from 2006 to 2011
Toastmasters Member, Bronze Communicator Designation
Certified & Licensed Pharmacy Technician
Property/Casualty Licensed in 12 states
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