David Broome

210-***-**** addfqy@r.postjobfree.com

Experienced Customer Service Professional with management experience. Skills include:

Driving Process improvement Excellent Verbal/Written/Interpersonal Communications

Personnel Hiring/Management Data Analysis and Review

Team Development Healthcare Management

Team Leadership and Collaboration Results Driven

Complaint Management Familiarity with Medical Terminology and Insurance Claims

Customer Service Manager, WebTPA 3/2018-4/2020

Lead team of 30+ Customer Service Representatives in providing excellent service while promoting continuous process and efficiency improvement.

Train new representatives and current representatives on continually changing processes and procedures.

Coach and mentor subordinates and junior staff grooming and preparing them for future job growth.

Serve on team responsible for creating and piloting anti-fraud measures.

Create new metrics and processes geared towards efficiency improvements.

Defuse customer complaints and escalations as well as search for trends to help prevent future escalations

Interview and onboard new representatives.

Customer Service and Claims Supervisor, United HealthCare 5/15-3/18

Managed claim production and customer service for 20 customer service and claim representatives.

Interviewed team members for leadership positions and created development plans to help further develop them.

Held regular coaching sessions to review metrics, changes to processes, and general training.

Handled complaint management which included deescalating customer concerns, follow up, and looking for the root causes of the complain

Issued progressive discipline warnings and action plans to help agents improve and meet company goals.

Piloted a team with the partnership of the training department focused on improving customer service and employee retention

Processed and paid high dollar member health insurance claims

Customer Service Supervisor, Kinetic Concepts Inc 4/4-5/15

Led and managed a team of 15 Customer Service Agents

Resolved internal and external escalated customer problems and inquiries

Represented leadership for my department at various cross-functional meetings

Collaborated with the training department to update new hire training manuals

Worked closely with the sales team to ensure timely delivery and pick up of products

Troubleshooted medical equipment and handled warranty claims for both home users and business clients

Identified root causes for escalated issues to help drive improvement to customer satisfaction

Primary point of contact for user testing of all system updates for customer service

EDUCATION:

In Progress University of Texas at San Antonio Business Administration

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