Customer Service Behavioral Health
Resume:
CALBERT R. RANGE ********@*****.***
SUMMARY OF QUALIFICATIONS:
Experienced people manager with a laser focus on sales and customer service; comfortable working in a fast-paced environment with rapidly changing priorities. I have demonstrated the ability to multi-task, and I am able to leverage my strong personal communication skills when handling escalated customer issues with both sensitivity and efficiency.
Work Experience:
Centene Corporation 01/18/2022 – 12/08/2023
Referral Specialist I
• Initiated authorization requests for outpatient and inpatient services in accordance with the prior authorization list. Route to appropriate staff when needed.
• Answered phone queues and process faxes within established standards
• Enter Behavioral Health authorizations into the system, assisting in correcting errors in authorizations.
Amberly Place Apartments
Leasing Agent II 06/2021 – 10/2021
*Maintains updated information on competitive area rates, occupancy, incentives, and packages in onesite.
*Verify that information on move-in and renewal leases agree with information in the computer.
*Record notices to vacate; interview resident to determine reason for vacating.
Freedom Health Care
Customer service Tampa, Fl 11/2020 -04/09/21
*Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
*Analyzed problems and provided information/solutions to members.
*Researched and analyzed data to address operational challenges and customer service issues.
Store Manager
A Wireless / Verizon Wireless Premium Retailer Scottsboro, AL 01/15 - 04/20
•Trained and mentored new employees in wireless applications, devices, and aggressive sales strategies to raise close rates, customer service standards, and operational performance.
•Trained staff to employ consultative and solution selling principles, including Verizon's "Earn the Right" process resulting in increased tablet/accessory sales, +25% overall sales, and +15% NPS scores.
•Marketed merchandise by adhering to advertising, sales promotion, and display plan.
Sales Manager
My Florida Motors New Tampa, FL 01/13 - 12-14
*Partnering with General Manager to plan and manage new and used vehicle inventory. *Assisting in managing controllable expense elements for the New/Used Vehicle Departments.
*Managed day-to-day marketing efforts of internet sales team.
*Mentored, coached, and provided ongoing feedback to help manage conflict and improve team member performance.
Sales Support Manager
Val-tech Solutions Tampa, FL 01/08 - 12/12
•End to end accountability for a diverse workforce of 125 individuals that included traditional call center agents, retail representatives and virtual agents.
•Managed the Corporate Executive Complaints process for the East / West Region (17 states). These were complaints directed to the CEO of Verizon Communication / Verizon Wireless. That required researching the complaint itself as well as creating the appropriate response either through a Media Relations Manager or via email, fax or phone.
•Developed Root Cause Analysis on complaints, providing insight into the reasons for a service breakdown, where the breakdown took place and why it became necessary for the customer to escalate to the executive level. I was trusted in this job to exercise judgment and discretion within the established policies.
Front Office Manager
Donaldson Hotels Tampa, FL 10/05 - 12/07
•Hired, trained and provided ongoing management of back-office departments.
•Conducted monthly department meetings to review policies and solicit feedback from employees.
•Handled and provided resolution to guest complaints and employee issues.
Fraud Analyst
Bank One Secaucus, NJ 06/03 - 10/05
*Responsible for reducing fraud losses on fraud cases by processing charge backs and identifying save opportunities.
*Investigated questionable/ unauthorized activity on consumer credit card accounts.
*Worked with peers and leadership by communicating fraud trends and sharing ideas and information.
*Used investigative techniques, probing and fact-finding questions when interviewing customers and merchants and interacted directly with fraud suspects to arrange for restitution when the suspect had been identified.
Operations Manager
White Lodging Brandon, FL 08/98 - 06/03
*Conducted performance evaluations maintain proper employer/employee relations staying abreast of local activities & business trends.
*Lead, directed and communicated with assigned staff to keep them informed and motivated. Protected the hotel and its assets through enforcing and maintaining a preventative maintenance program.
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