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Customer Service Insurance, health care, learning and development

Aurora, CO
February 21, 2020

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Stacy A Lyons 720-***-**** Denver, CO 80231

Professional Summary

Experienced Trainer with over 9 years of experience in healthcare. Excellent reputation for resolving problems, improving customer satisfaction and driving overall operational improvements. Consistently saved costs while increasing profits. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in any position I hold.


Application development and implementation

Standards development

Software research and development

Learning development

Staff training and development

Curriculum creation

Verbal and written communication

Multitasking strength

Process and procedure development

Soft skills


Bachelor of Arts: Political Science- Metropolitan State College of Denver

Teacher Licensure: Secondary Education- Metropolitan State College of Denver

Work History

Mar 2015- Dec 2019

Intermediate Trainer- Learning and


Kaiser Permanente- Denver, CO

On boarding all new staff to group accounts, successfully retaining 90% of new hired staff.

Structured training to contain facilitation, mixed media presentations and hands on learning for retention of content and successful learning.

Developed new and updated existing procedural content within the training documentation utilized by staff to process.

Trained regional staff members.

Supervised production planning while using appropriate tools and analysis for smooth production output.

Monitored new staff for compliance

Assisted with the interview process

Oct 2010- Mar 2015

Account Administrative Representative

Kaiser Permanente- Denver, CO

Effectively communicated with clients about payment needs and kept updated, detailed and accurate records.

Streamlined bookkeeping procedures to increase efficiency and productivity.

Generated invoices upon receipt of billing information and tracked collection progress.

Processed member eligibility with 99% accuracy.

Reconciled group accounts monthly with 95% accuracy.

Jun 2009- Jul 2010

Auto Body Estimator

Hank’s Auto Body- Wheat ridge, CO

Aug 2008- May 2009

Auto Body Estimator

ABRA Auto Body- Westminster, CO

Provided excellent customer service and utilization of soft skills.

Prepare written estimates to customers to repair automotive damage.

Communicated with insurance representatives to provide quality service and payment for services.

Finalized billing for insurance companies and collected deductible amounts from customers.

Delivered and reviewed final product after the repair was complete.

Dec 2001- Jul 2008

Final Billing CSR/Production Asst

Hank’s Auto Body- Wheat ridge, CO

Prepared final invoices.

Scheduled repairs and estimate appointments.

Notified customers of completion of vehicle repairs.

Collected deductible and insurance payments.

Input supplemental damages found upon disassembly.

Worked with technicians to update repair sheet.

Contacted customers providing updates to status of repair.

Provided supplemental damage report to insurance adjusters and reviewed new damage.

Greeted customers upon entrance.

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