Customer Service Supervisor
Resume:
North Wales, PA *****
Phone: 215-***-****
E-mail:******@*****.***
Joan Okula
Work experience May 1, 1979 to August 2, 2016 Aetna Life Insurance Company, Blue Bell, PA Responsible for daily activities and supervision of a team of employees supporting business segment functions, including but not limited to customer service, claim, provider services complaints grievances and appeals, implementation and or plan sponsor operations. Responsible for quality efficiency and effectiveness of own team, identifying and resolving routine problems. Sets priorities and coach employees to meet goals.
Supervisor Plan Sponsor Services – Medicare Billing and Accounts Receivable 2002 to 2016
Manages and monitors daily workflow and reporting to ensure business objectives are maintained and accurately reported, ensures resources are aligned appropriately across function and or service center.
Leverages the unit’s resources to resolve plan, claim and call inquiries or problems by identifying the issue, obtaining applicable information, perform root cause analysis, and generate and act upon the solutions.
Remove barriers to job performance and ensures regulatory compliance. Develops, motivates, evaluates and coaches staff on work procedures, proper policy and procedure handling and teamwork delivering excellent customer service. Visible and available to staff to answer questions, monitor work performance and provide ongoing feedback.
Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.
Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs, includes completion of monthly and annual scorecards.
Establishes clear vision aligned with company values motivates others to balance customer needs and business success.
Proficient with Microsoft products and ORACLE
Supervisor Plan Sponsor Services – Enrollment and Plan Installation Department 1999 to 2002
Customer Service Supervisor
1995 to 1999
Supervisor of Claim Operations
1990 to 1995
Assistant Supervisor of Claim Operations
1983 to 1990
Claim Examiner
1979 to 1983
Contact this candidate