DANA BLYTHE

CUSTOMER SERVICE OPERATIONS EXPERT

*** ***** **

Pittsboro, IN 46167

317-***-****

ad3uct@r.postjobfree.com

CAREER GOALS

To be an integral contributor in the company’s mission, vision, and values by providing the highest level of customer service and client satisfaction

EDUCATION —

EXPERIENCE

High School – Monrovia Jr/SR High - general education

May 2001 – Current

Customer Service Operations Expert • Elevance Health

2nd Level Support desk assisting frontline Customer Service associates. (Billing, Claims, Eligibility, Plan Benefits, exclusions and restrictions, etc)

Coaching, auditing CSRs and mentoring other Operations Experts

Research, track & update process flows for MS and PDP Customer Service teams

Maintain Team Tracker

Reporting and statistics for MS and PDP Customer Service teams and Oes

Training on coming call center representatives

Shadow and back up for Process Expert for MS and PDP

May 2001 – August 2009

Customer Service Representative • Elevance Health

Call Center billing, benefits and eligibility

Provided 1-1 training and feedback to peers.

KEY SKILLS

QUALIFICATIONS

Excellent communication and interpersonal skills

Expert knowledge of Medicare, Medicare Supplement and PDP products

Expert knowledge ACI, ACS, APT, Arvato, BPM, CCB, Central Facets, Clarity, Compass, Cosmo, Doculivery, FileNet, GBD Facets, Macess, Marx, MS Teams, OLS, OnDemand/Webi, Sharepoint, TransCentra, VAM, & WGS

LEADERSHIP

In previous roles, I have been a lead or supervisor, as well as a trainer. Both these types of roles require leadership. Most my career in an off work have been in leadership roles which have high functioning communication skills, team building and leadership.

REFERENCES

Ray Napier 317-***-****

Brandi Neilan 805-***-****

Alicia Shoemaker 812-***-****

Brian Blythe 317-***-****

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