Arshel Felton

***** **** ***** ***, ******, Co **013

303-***-****

adg79y@r.postjobfree.com

CUSTOMER SERVICE SUPERVISOR

Profile

Leadership professional with over fifteen years supervising teams with Medical support experience. I’m experienced in team building, coaching, QA and mentoring. I developed teams of experts that supported internal and external customers. Worked with Medicare Part A/B within Billing as well as running test claims for results on behalf of either Pharmacy; Physician or patient prescription needs. Completed a series of Behavioral interviewing program for mangers. Participated in job fairs with HR new hire introductions and interviews process. Participated in employee separations or any other management & HR decisions.

Achievements

Proactive planning led to notable increase in morale in all departments.

Created customer satisfaction survey, drastically reducing potential problems with the retail partners. Multiple Crown Club winner- awarded to the top performing supervisor for the year, Annual Crown Club Winner in 2007 & Circle of Excellence Quarterly winner.

Employment

Transcom, Aurora, Colorado 07/15 – Present

Operations Supervisor

Coach, mentor, train and support a direct team of 15 -20 reps on daily problem solving for customers.

Quality monitoring and daily feedback on the customers CSATs to ensure quality improvement.

Career development for direct reports.

Interviewing & recruitment for new hire candidates.

Ensure 100% training support for direct reports for customer and job improvements.

Daily communication on up to date products and process improvements/on knowledge support within the company.

Xerox/CVS Pharmacy, Aurora, Colorado 03/15 -07/15 Pharmacy Technician 1

Review incoming faxes received in Intake Queue sent by doctor’s office or pharmacy and create or set up the cases, or determine if we need to forward to other covered departments according to process.

Knowledge of CDISC & SDTM as well as working knowledge of SAS programming, data management best practices & statistical research experience.

Work the Intake & Tech Queue cases; run test claims to determine the insurance coverage and then determine how to complete member’s medical prescriptions according to FDA regulations & Department policy.

Work with Medicare Part & B insurance, billing and checking claims.

Sprint/Nextel, Englewood, Colorado 03/99 -06/14

Offline/Customer Service Supervisor

Interviewed & Hired new candidates for recruiting.

I am a team player as a Point of Contact when the department was short staffed within the department.

Coach and support a direct team of 10 -15 with knowledge of daily problem solving to complete one call resolution

Familiar with Annual reports and/ or capable of daily operational decisions involving direct reports to ensure Company Compliance.

Assist my direct reports with government contracted requests to effectively resolve for our customer, such as troubleshooting.

Daily/monthly quality checks within the direct reports, constantly seeking new ways to improve customer service.

Often asked to be Point of Contact for manager to oversee 45-67 direct reports within the department.

Supported the Retail/Indirect dealers and 3rd party vendors with activations’ or other customer escalations.

Supported my team with one call resolution for internal or external customers within Chat. Demonstrated technical analysis and problem resolution skills.

Provided Technical Support by setting up entire virtual office for Work at Home reps, including, trouble shooting email; internet network.

American Medical Response, Denver, Co 02/98 – 03/99

02/98-3/99

Billing/Insurance premium & Collection Rep

Collect payment due

Bill insurance premium for the ambulance service.

Set up payment arrangements on medical or ambulance services.

Education

College America Graduate 4/1996 – 09/1997

Medical Assistant

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