Information Technology Customer Service

ROBBIN M. SUTER

EDUCATION

Bachelor of Science, Major: Information Technology

University of Phoenix Online, Phoenix, AZ

Master of Business Administration (MBA), 12 Credits Remaining

University of Phoenix Online, Phoenix, AZ

SUMMARY OF QUALIFICATIONS

● Demonstrated leader with exceptional knowledge in the areas of sales development,

customer service management, information technology, problem solving, troubleshooting,

business best practices, strategic planning, relational communications, and IT solutions.

● Strong management, training, and sales background with solid influences from hands-on

entrepreneurial and professional experiences. Proven leader, self-starter, and team player.

● Skilled at learning new concepts quickly, working well under pressure, and communicating

ideas clearly and effectively, both written and orally. Outstanding individual work ethic and

reliability.

● Extensive IT knowledge with Windows, Microsoft Project, Microsoft Office Suites.

● Proficiency with MySQL, HTML, CSS.

● Enthusiastic and experienced in overseas and continental U.S. travel.

EXPERIENCE

Optum United Healthcare (Formerly Change Health Care,) (Formerly Mckesson) 10/2017- Current

Cust Service Rep Lead

● Responsible for answering patient calls prescription refill

● Update patient insurance

● Make and change and cancel patient appointments

● Research and resolve any patient issues

● Update and add patient insurance

● Resolve any patient issues

● Adhere to quality scores above 90%

● Maintain an average handle time below requirements

Spherion Agency – Port St Lucie, FL

Front End Billing Representative, 6/2017 - 10/9/2017

● Process claims to providers because of orders initiated by customers for DME supplies.

● Enter or update customer data in Goldmine, FastTrack, and/or the Reorder program to

ensure

● Accuracy.

● Create or merge patient accounts to ensure that the most accurate information is

submitted for the patient order for billing.

● Transfer data received in patient record to electronic documentation to attach to the

electronic patient record.

● Quality checks all orders before being approved and processed for order completion in

distribution.

● Review compiled billing codes, order, and patient demographic before processing

patient billing via electronic claims submission.

● Ability to identify and professionally resolve order processing related issues.

American Health Supply, Port Saint Lucie, FL

A&E Home Health Supply subsidiary of American Health Supply

Sales Manager/ As needed Sales Agent, 01/2011- 12/2016

● Manages, troubleshoots, advises, and executes decisions on extremely complex time

sensitive sales and personnel issues.

● Develops and manages a full training program for sales inventory.

● Streamlines processes, policies, and procedures for sales agents. Defines the sales cycle

and develops standards for customer relationship management.

● Ensures sales agents adhere to Medicare regulations and guidelines.

● Organizes and participates in team building and sales training sessions.

● Collects and analyzes sales data to ensure sales-to-shipment conversion ratio of 5% per

agent.

● Conducts performance monitoring and evaluation of sales agents.

● Provides support and training for evaluated agents’ sales ‘pain points’ and develops

training plans to address specific problems.

● Self-sufficient; engages with owners only when necessary to resolve sensitive issues.

● Consistently demonstrates concise and effective communication with customers and

employees.

University of Phoenix Online, Phoenix, AZ

03/2008-10/2013

● Attended University of Phoenix

● Graduated with a 3.27 GPA

● Associate Degree in Business Administration and Human Resource

● BSA in Software Engineering minor in Web Design

Liberty Medical Supply, Port Saint Lucie, FL

Operations Manager, 12/1997-10/2005

● Managed the growth of sales department upward of 50+ employees

● Tripled monthly sales revenue to $3 million dollars monthly

● Established a competitive sales force offering performance-driven sales incentive

programs

2

● Monitored the level of customer service to ensure sales practices and standards were

adhered to

● Developed a mentor program within the department to assist employees

● Developed schedules to adhere to business needs

● Maintained efficient and effective reporting systems to monitor sales processes without

delays in reporting

● Processed bi-weekly payroll and monthly commissions

● Created an intranet for employees of Liberty Medical Supply

● Created power point presentations to train on new implementations as well as training

manuals available in intranet

● Developed and trained new sales agents for new implementations

● Ensured Medicare, Medicaid, and HIPAA regulations and guidelines were followed

● Improved sales policies and practices

● Defined the sales cycle and developed standards for customer relationship

management

● Maintained daily financial report for ROI

● Hands on with assisting in advertising for Liberty medical

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