Call Center Implementation Specialist

OLEESA BROWNING ad5s1a@r.postjobfree.com 667-***-****

SKILLS

●Personnel and Operations Management leading team sizes from 5 to 25

●Navy Veteran Linguist with competency in Spanish and Arabic

●Timesheet management and Payroll Processing

●Experience recruiting, onboarding, and training new hires across various industries

●Call center Account Management and Sales Support utilizing various CRM platforms and ticketing systems

●Implementation Specialist comfortable inservicing both hardware or SaaS for large or small businesses onsite or remotely

EXPERIENCE

Rolling Smoke BBQ and Catering Co. May 2012 to Present

Business Administrator/Event and Catering Coordinator

Works very closely with owner/operator as liaison between clients to organize public events and festivals

Prepares menus and staffing for catering events and provides all quoting and invoicing for bookkeeping

Coordinates scheduling and supplies needed so that staffing is well-prepared and on time for all events in addition to the daily operation of the business

Participates in cash-handling operations and recruiting and training of new employees

Waymo (onsite via Adecco) Jun 2016 to July 2017

Autonomous Vehicle Operations Driver

Extensively trained in operational hardware and software

First driver trained as a single driver on shift

Performance driver trained and certified

Very familiar with mapping data collection and configuration testing

Chosen to test systems engineering for additional portions of project

Volunteered for additional training regarding PR opportunities and events

Over 1000 hours of public road time in an autonomous vehicle

ADP Jun 2015 to Jan. 2016

Payroll Implementation Specialist

Call center involved in answering questions on new service available- Handled 20-50 calls per day outside of appointment

Trained key personnel on payroll software platform setup and maintenance

Troubleshoot payroll runs for new clients

Maintain multiple client accounts according to IRS deadlines and regulations

Xerox Sep 2014 to Jan 2015

Benefits Specialist

Respond to incoming calls from Clients’ employees regarding Health and Welfare benefits elections as well as Retirement Funding

Called potential clients to enroll into health and welfare benefits for the upcoming year

Humana Nov 2013 to Mar 2014

Prior Authorizations Care Associate

Process incoming calls and faxes from Healthcare Providers, Pharmacists, and Plan Members regarding prior authorization requirements for prescription drug coverage

Process long term care pharmacy, mail order, and emergency vacation insurance overrides

Called Patients and Pharmacies to process approvals for medications

Verified member plans such as Medicare and other commercial plans through online systems

Reviewed patient coverage to assess co-pays and deductibles

Assist in coverage information and requests to lower medication copay costs for Medicare members

Analyst Warehouse/Indyne Inc Aug 2011 to Mar 2013

Modular Operations Manager

Performed office automation duties that include using software applications such as electronic mail, desktop publishing, calendar and schedule management, spreadsheets, databases, and graphics

Responsible for hiring and onboarding processing for the AWL division of the InDyne corporation

Coordinated and assisted in the benefits enrollment process

Coordinated all AWL functions to include operations, training, travel and team building activities managing event budgets up to $30K

Responsible for timesheet approval and management, contract invoicing, employee and executive spending reports, and employee travel planning

Coordinated security clearance processing

Helped to successfully transition all operational functions for over 20 employees during a major corporate acquisition

Operations manager for all divisional employees to include the areas of Human Resource policies and procedures, payroll, accounts payable and receivable

Omnicare, LLC Nov 2010 to Aug 2011

Pharmacy Intake Specialist

Created client profiles for patients in assisted living and skilled nursing facilities

Managed and corrected insurance rejections in accordance to agreements with patients and facilities

Fielded incoming calls from facility nurses and patients regarding pricing and insurance questions related to company products

Coordinated with insurance companies regarding overrides and increases when appropriate in order to provide medical products to all patient facilities

Responsible for verifying profile changes and order images in a timely manner to provide other departments appropriate handling times ensuring delivery to facilities at scheduled run times

Jewish Family and Children’s Services Apr 2010 to Jan 2011

Medical Coordinator

Behavioral Health medication case management in support of site prescribers

Directly supported two Psychiatrists, four Psychiatric Nurse Practitioners, and one RN as first line of contact regarding medication issues and requests

Coordinated directly with multiple pharmacies, identifying funding sources, and worked with clients to facilitate compliance with customer recommendations

Interacted directly with health plans to process Prior Authorizations and Overrides for client medications

Performed clerical and administrative tasks as necessary to support quick resolution of client and prescriber concerns

Assisted in client and client family education regarding medication maintenance and compliance.

Researched and processed medication refill requests for over 2000 clients by responding quickly to voice message and faxed requests from pharmacies

Schulte Institute Jan 2009 to Dec 2009

Medical Office Administrator

Managed and maintained all patient medical records paper and electronic

Responsible for processing payroll, hiring and training of new hires

Scheduled and coordinated all pharmaceutical company product training and lecturing for the doctor

Purchased operational supplies to include the set-up and maintenance of all vendor accounts

Maintained professional memberships and licensure for company executives

Prepared and edited all internal and external correspondence to achieve company goals

Scheduled and coordinated legal case work whenever necessary

Responsible for all front office duties such as patient check-in and scheduling, billing updates, pharmacy calling and prescription refills, drug prior authorizations, emergency procedures and message handling for the doctor

Education-

Licensed Pharmacy Technician 2004

Defense Language Institute 1996

McClintock High School 1994

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