Edwin d. Blackman

ad20ma@r.postjobfree.com

512-***-****

profile

I am a highly motivated, multi-tasking, critical thinking, and self-directed professional seeking a challenging position in a fast-paced environment utilizing my communication, organizational, analytical, creative, and supervisory skills. A committed enterprising person focused on delivering the best of the best service quality. Proven team player contributing to creating a cohesive teamwork environment.

Experience

AutoNation Pre Owned Vehicle Acquisition Specialist 01/2023-03/2023

●Acquire used inventory for the company

●Interact with customer and provide a relaxing and informative customer service experience

●Negotiate deals to provide the best possible purchase price for the company

●Generate and follow up on leads

●Accurately and completely complete all task and assignments

●All other duties as assigned

Roger Beasley Mazda 08/22-10/2022

New Sales Associate

●Interview prospective buyer to identify needs and usage of a new vehicle and make suggestions based on usage and needs identify

●Monitor new inventory arrivals for customers

●Maintain an extensive knowledge base of trims and options on on different vehicles in order to operate as a subject matter expert

●Build and maintain relationships during and after the car buying process

●Serve as the main point of contact for all clients

●Provide world class buying experiences for all individuals I come in contact with

●Work with clients from start to finish of the buying process and beyond

Baylor Scott & White Health 03/21-07/22

(BSWHEALTH)

Customer Service Supervisor

●Supervises a team of customer service professionals

●Monitor daily production goals while coaching and training for success

●Daily review of quality to ensure world class customer service

●Prepare and deliver corrective action memos to insure we meet the call center metrics

●Review and update management of ongoing issues, concerns and success

●Provide overall leadership to my direct reports including team leaders

TEKsystems 05/2020 – 03/2021

Customer Service Supervisor

●Supervises 30 staff in a high-volume virtual call center

●Complete quality reviews daily

●Provide direction and leadership

●Responsible for the daily operations of programs

●Setting performance standards

●Prepare and deliver performance evaluations

●Developing individual career development plans

●Ensuring compliance of policy and procedures

●Prepares and reviews production reports and assesses the completion of activities

●Prepares/oversees the preparation of training

Health and Human Services Commission (HHSC) 12/2018 – 5/2020

Contract Specialist IV

●Performs advanced (senior-level) contract management and enrollment administration duties

●Develops or collaborates with Procurement and Contracting Service (PCS) for the development of Medicaid/CHIP solicitations, contracts, and amendments

●Developing contracts, evaluating information supplied by vendors, developing, and implementing evaluation instruments

●Developing and evaluating a broad range of administration activities for contracts and enrollment

●Assist with the development of solicitations, contracts, and amendments by identifying provider resources

●Evaluate information supplied by vendors

●Developing and monitoring timelines, and creating required contract management documentation

●Managing all aspects of the contract from development to closure

●Maintaining contract documentation in the contract management repository

●Negotiates or facilitates negotiations of contracts, contract renewals, and amendments

HHSC 04/2012 – 11/2018

Provider Claims Services Manager

●Supervises 14 staff in a high-volume call center within HHSC

●Provide direction and leadership

●Responsible for the daily operations of programs

●Hiring staff/training/maintaining a team of professionals

●Setting performance standards

●Prepare and deliver performance evaluations

●Developing individual career development plans

●Ensuring compliance of policy and procedures

●Implement Process improvement

●Prepares and reviews production reports and assesses the completion of section activities

●Prepares/oversees the preparation of training and the updating of section operations manuals

HHSC 02/2010 – 03/2012

Medicaid Managed Care Team

●Monitoring the daily operations of the team

●Managing inventories

●Responsible conducting and delivering quality reviews to the agents and reporting quality trends to management

●Responding to inquiries from management, agents, and the community

●Running daily, weekly, and monthly reports

●Tracking trends and providing analysis

●Creating and facilitating training on Medicaid Managed Care for the office of the Ombudsman

Affiliated Computer Services (ACS)/Texas Medicaid and Health Care Partnership (TMHP) 05/2008 – 02/2010

Customer Service

●Daily supervision of 30 hotline staff

●Hiring staff/maintaining a team of professionals

●Assisting with training of inexperienced staff

●General development of staff

●Review reports for call trends

●Professional development of the “coaching staff” (team leads)

●Assist with resolving complex Medicaid related client issues

●Tracking the quality of service provided by staff

TMHP 10/2007 – 05/2008

Contact Center Coach

●Responding to telephone inquiries and complaints

●Serve as programmatic and processing lead for Texas Medicaid and Health Care Partnership (TMHP) Client Hotline

●Providing functional guidance, training, and troubleshooting to the hotline staff

●Providing technical support

●Reviewing call quality

●Responding to escalated calls

●Reviewing process, policies, procedures, and guidelines

●Scheduling work to ensure accurate phone coverage

●Assisting with training of inexperienced staff

TMHP 08/2004 – 10/2007

Customer Care Agent

●Providing subject matter expert-level assistance to client/provider communities

●Resolve issues related Medicaid benefits and/or billing

●Research, resolve and respond to problems, issues, and complaints from clients

●Works with appropriate provider community and others professional to assist in the proper delivery of Medicaid Services

Education:

2012-2014 Andersonville Seminary

Associate of Biblical Studies

License:

Certified Texas Contract Manager (CTCM)

References available upon request

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