Customer Service Representative

DWAYNE A. BRAXTON

*** * **** ****** ********, MA 02368

Mobile: 781-***-**** **********@***.***

SUMMARY

A professional with excellent customer service, project management and supervisory skills. Strong working knowledge of the Microsoft Office products and LOTUS NOTES. Able to work on a team or independently with a variety of customers/clients to creatively solve problems and issues. Experienced in interfacing with all levels in an organization to ensure projects are completed on time.

EXPERIENCE

THE SANDZ BOX 12/2005 –

Owner, this is a Home Based and Internet Business. The company provides silk screening, embossing and de-bossing services for corporations and individuals. Personalization of gifts, we specialize in selling Fraternity and Sorority appeal and gifts.

HARVARD PILGRIM HEALTH CARE, Quincy, Ma

RFP Coordinator 11/2002 – 9/2005

Managed Customer Service & Operations Integration (which includes Enrollment &Billing, Member Services, Account Services, Benefits Administration, eBusiness, Appeals and Product Operations) responses to complex Request for Proposals (RFP's) and Request for Information (Fri.’s) submitted to Harvard Pilgrim Health Care by both potential and existing customers. Managed and utilized the RFP Infobase to gather responses for standard questions and coordinate with the Managers, IT Specialist, Billing Coordinators and Customer Service & Operation Integration Contact Network in order to complete non-standard and company specific questions. Participated in special projects to identify process improvements and implemented best practices, and trained backups.

Senior Systems Analyst 4/199 – 11/2002

NICE Systems Coordinator

Member Services RFP Response Coordinator

Working with IT setup new telephone system accounts for new staff

Customer Project Manager for NICE SYSTEM

Provided desktop support for Customer Service

Managed 4 Systems Analyst

Prepared NICE statistics and daily and monthly ACD reports

Call Center Supervisor, Integrated Unit 4/1997 – 4/1999

Screened, interviewed and recommend hiring of new representatives

Established and maintained a work life satisfaction contract with direct reports

Provided and reviewed a development plan with each direct report

Conducted periodic reviews

Prepared, evaluated and reported daily statistics pertaining to individuals and teams performance to Managers, Directors and Vice President

Assisted Training Department in new hire and on-going training programs

Provided coaching, assessed technical accuracy, and remedial training needs of Member Services Representatives through silent and active monitoring

Assigned special projects for representatives

Consulted with System Analyst regarding maintenance and enhancement, and utilization of telecommunication and computer systems

Monitored individuals and teams performance via ACD/CMS statistics terminal

HARVARD COMMUNITY HEALTH PLAN, Boston, Ma

Call Center Supervisor 10/1995 -4/1997

Screened, interviewed and hired new representatives

Evaluated and made recommendations pertaining to staffing needs

Reviewed and made recommendations about the up coming budget

Prepared daily statistics and reports pertaining to departments performance

Provided coaching and mentoring

Arranged and prepared training sessions for new representatives

HARVARD COMMUNITY HEALTH PLAN, Brookline, Ma

Senior Member Service Representative 10/1994 – 10/1995

Assist in training of new representatives

Provide guidance to staff when needed

Assist members in resolving complaints and other HCHP related issues.

Provide supervision to the department staff when supervisors are not available

Mentor new staff

SPECIAL PROJECT

Supervised a staff of nine (9), overseeing the HCHP/ Pilgrim new affiliation. Provided training to staff, handled and processed concerns about the HCHP affiliation with the YMCA. Assisted System Analyst and external consultants with setting up internal systems to accommodate the program. Provided daily reports on the YMCA program to the management staff.

Member Service Representative 2/1989 – 10/1994

Provide information and conflict resolutions to members, vendors and other external staff

Interface with members on clarification of benefits

Educate members on Plan's policies and products

ACCOMPLISHMENT

Prepared daily analysis of the department's achievements of goals and targets to management staff on call volume

Eliminated repetitive training by creating a videotape for training new representatives

Devised and presented a new training program on "COBRA" requirements

Assisted in the training of new representatives on HCHP benefits, procedure and policies

Participate in team that will implement new methods to enhance department productivity and

customer satisfaction

HARVARD COMMUNITY HEALTH PLAN, Boston Health Center

Medical Specialties Clinical Practice Assistant 1988 - 1999

• Supported the operations of the Center's medical and surgical specialties

• Managed FFS billing for Visual Services

• Served as the key member service provider in the department

• Prepared monthly utilization reports for Surgical Specialties and Visual Services

• Managed the department's cash transactions and collections

ACCOMPLISHMENT

• Assisted in a project related to member access to clinicians

EDUCATION

OLD DOMINION UNIVERSITY, NORFOLK, VA

Graduated Summa Cum Laude with a B.S. degree in Biochemistry. Academic distinctions include: Dean's List and Phi Beta Kappa

SKILLS

Solid knowledge of HCHP's products, corporate vision

COMPUTER SKILLS

Microsoft Office, MS Projects, LOTUS NOTES, Power Point, DBase, Visio, Hewlett Packard O/S, Web Master

OTHER INTEREST

A Member of Concord Baptist Church. Eagle Scout, Boy Scout Troop Leader, Member of Phi Beta Sigma Fraternity, Inc. YMCA Black Achiever

REFERENCES FURNISHED UPON REQUEST

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