Project Manager Customer Service
Resume:
Sharon Hutchinson
*****************@*****.***
Objective:
Professional Summary: Highly experienced career service coaching specialist and trainer with a proven track record of success spanning over fifteen years. Proficient in providing tailored coaching solutions to individuals seeking career advancement and development. Possess strong analytical skills to assess client needs and provide effective strategies for career growth. Able to thrive in a fast-paced environment, delivering results while working independently and meeting deadlines ahead of schedule.
Professional Summary:
Highly experienced career service coaching specialist and trainer with a proven track record of success spanning over fifteen years. Proficient in providing tailored coaching solutions to individuals seeking career advancement and development. Possess strong analytical skills to assess client needs and provide effective strategies for career growth. Able to thrive in a fast-paced environment, delivering results while working independently and meeting deadlines ahead of schedule.
Core Strengths:
Proactively managed and executed call calibration sessions to eliminate or reduce risks. Maintained exceptional knowledge of operations and products while achieving the teams’ goals and company-wide performances. Skilled project manager with excellent writing and communication skills. Collaborated with underwriting to examine policy and procedures pertaining to lines of business. Demonstrates ability to work in dynamic and constantly changing environments while developing self and other employees.
Accomplishments:
Completed Health Care Reform (ACA) Affordable Care Act. training with third party vendors and management team.
As a Coaching Specialist, a leading role as a calibration project manager was obtained and was successful in decreasing escalations, repeat callers and increased first call resolution rates.
Also improved SQM surveys from 65% to 97% within a one-month period to ensure call resolution goals were increased and escalated calls were decreased by reviewing calls and monthly outliers.
Coached and trained in house and vendor partners customer service representatives on billing and enrollment line of business.
Professional Experience:
Bankers Fidelity
Claims Customer Service Representative December 13, 2022- Current
Ability to capture new concepts while creatively thinking out-of-the-box, to resolve a wide variety of claims questions and customer inquiries. A subject matter expert of products, procedures, and forms who can assist members with single call resolution by utilizing knowledge of policies and procedures. Responsible for effectively communicating with customers and providers while talking roughly 60-80 throughout the day, answering questions, and providing information regarding claim/benefit inquiries through the utilization of multiple applications and platforms. Communicating effectively through email with internal/external stakeholders in a customer-centric and professional demeanor while recognizing what needs to be done to meet customers’ expectations.
Emory University Atlanta GA July 22, 2020 – September 2021
Contact Tracer/ Case Investigator
Case Investigation, testing, and contact tracing process in the context of a pandemic.
Interviewing confirmed cases of COVID-19 while providing isolation or quarantine guidelines. Identify close contacts of cases and input data into the digital Red Cap system. Communicated in an empathetic manner, while responding to frequent questions and providing information/recommendations with discretion and professionalism. Coordinate with Care Resource Coordinators, if necessary, to refer cases to local support resources.
Horizon Blue Cross Blue Shield of New Jersey April 2007 – June 2018
Coaching Specialist I & II for Billing & Enrollment Team
Provided coaching and training to both account receivable and call center representatives. Quality assurance was performed by proactively identifying, resolving, and improving daily calls and billing operations.
Project manager for calibration sessions to effectively track and trend monthly reports to access the agent’s progress on KPI dashboard.
Monitored random calls to educate and support customer service representatives, via IM or phone to ensure calls were resolved on the first contact. Coordinated actions with compliance and underwriting teams to provide accurate information.
Supervised, mentored, and coached team members on Individual Development Plans.
Created new hire manuals, monthly assessments, coaching tips, job aids and, helpful hints, while collaborating with team leaders and managers to ensure current information was disseminated and comprehended by all team members.
Trained managers, team leaders, coaches, and customer service representatives for (ACA) Affordable Care Act.
Influenced agents to complete callbacks, updates, refunds, and reconciliations which decreased the number of complaints and supervisor calls.
Traveled to vendor sites to provide support and training while overseeing daily operations.
Supported SOX Auditing Team, UCSW Steering Committee, Super-Agent, and First Call Resolutions Teams.
Horizon Blue Cross Blue Shield of New Jersey April 2005 – April 2007
Enrollment Specialist
A direct point of contact for sale agents, stakeholders, and policyholders. Responsible for providing exceptional customer service by answering questions regarding products. Assist with trouble shooting and provide problem resolutions. Build agent relationships while increasing agent participation in products and services.
Key Skills:
Career Coaching, Training and Development, Analytical Skills, Client Need Assessment, Goal Setting and Achievement, Time Management, Communication Skills, Adaptability, Problem Solving, and Leadership.
Education Background
Master’s degree in healthcare administration
St. Peter’s University, Jersey City, NJ 2021-2023
Bachelors’ Degree Dual Major: in Healthcare Administration & Public Policy
St. Peter’s University, Jersey City, NJ, 2012-2014
Bachelor’s degree in theology
Adoni Temple, Jersey City, NJ 2003-2005
Certificate in Infectious Diseases & Infection Control, Allegra Learning Solutions, LLC
March 15, 2020 – May 8, 2020
Ordained Minister
Christian Love Baptist Church
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