Service Representative Customer
Resume:
Charmaine
Norwood
Charlotte, NC
*********.*******@*****.***
High achieving Operations and Change Management Professional with proven staff development skills, facilitation skills, coaching skills, and relationship-building experience. People-oriented leader with presentation, communication, and consulting skills.
Skills
Systematic approach to training using the ADDIE Model
Educational theories and methodologies used to design & develop training materials and curriculum regarding computer literacy for multi-generational learners
Multi-media based training and presentations
Leadership Development
Quantitative Analyses
Conflict Resolution
Professional Achievements
Implementation of CERNER advanced health care support technology system
Implementation of Recondo collection and insurance verification system
Measurement improvements in employee performance/productivity and morale
Attained Improvements in customer service and customer satisfaction
Increased Point of Service Collections by 86%
Increased payment collections by % in all sites
Professional Experience
JULY 2014 – PRESENT
Manager / Charlotte Radiology, Charlotte, NC
Interview, hire and coordinate training for new employees fast-paced call center environment
Perform quarterly quality reviews and annual performance appraisals on 25 full time employees
Create, communicate, and implement new department wide processes and procedures
Ensure the swift resolution to patients’ issues and concerns while complying with company and HIPPA policies
OCTOBER 2010– JULY 2014
Assistant Supervisor / Charlotte Radiology, Charlotte, NC
Documented patient charts and monitored patient follow-ups
Maintained tracking database for ordering physician referrals
Assisted with marketing and health education for patients for radiology procedures
Facilitated new hire orientation, assisted with PTO management, investigated and resolved escalated patient-care and billing issues
APRIL 2005 – OCTOBER 2010
Scheduler / Ortho-Carolina, Charlotte, NC
Organized providers’ schedule and maintained surgery material inventory for assigned physicians
Participated in collaborative team meetings to share information and coordinate on new ideas
SEPTEMBER 1999 – APRIL 2005
Customer Service Representative / Cigna Healthcare, Charlotte, NC
Interactive with customers and provided customer service through Internet communication portal
Consistently exceeded Internet call monitoring audits and received high scores on customer satisfaction surveys
Education
JUNE 2017
Masters of Science / Queens University, Charlotte, NC
MAY 2015
Bachelors of Science / Queens University, Charlotte, NC
Certifications
AUGUST 2017
Executive Coaching Certificate / Queens University, Charlotte, NC
Charmaine Norwood • Charlotte, NC • 704-***-**** • *********.*******@*****.***
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