Executive Account Customer Service

DENISE A. RUBEY

*** ****** ******* ***** ● COLUMBIA, SOUTH CAROLINA 29229

*******@*****.*** ● CELL: 719-***-****

CSR – SOCIAL SECURITY ADMINISTRATION – WEST COLUMBIA

Professional Customer Service Communications Dispute/Contract Resolution Sales & Business Development

SUMMARY OF QUALIFICATIONS

Professional level of customer service; planning, developing, and execution for procedures including, media productions and conflict resolution; a medical professional with a career spanning 25 years; MBA candidate, Executive Negotiation Certificate from Notre Dame University, and a BA. - Psychology from University of Colorado – Colorado Springs. Demonstrated success in streamlining procedures producing and implementing media (radio and television) broadcasts. Worked closely with local, state, and federal government agencies to secure internet connection during the Covid19 pandemic crisis. Closely worked with local and state agencies, including DHS, DCFS, and law enforcement in trauma center environments.

CORE COMPETENCIES

Strong Ethics/Integrity

Professional/Executive Customer Service

Dispute Resolution

Negotiation

Highly Skilled Communications: Written/Oral

Strategic Planning

Project Management

Team Leadership

Budget Management

Crisis Communications

PROFESSIONAL EXPERIENCE

IEPP Contract Coordinator/Client Manager, XIP ESCALATIONS PROFESSIONAL & XFINITY MOBILE TIER 3, Comcast Corporation, (REMOTE-2020-2022) June 2017 to August 2022

As a Remote Contract Coordinator/Client Manager served as the center spoke of planning, building, and implementing the relationship between Comcast and Sponsors at the local, state, and national level prior to the swell of a worldwide pandemic. Developed close business relationships with Government Affairs/Field Leads in the footprint of the company, along with leadership to shrink the digital divide, and an 1800% increase in executed agreements.

As personal representative on a highly specialized, elite team, implement exceptional customer care for a select group of national influencers. Both inbound and outbound calls with first call resolution consistently 95% and above. Close contact with senior and executive management, including C-Suite escalations, ensuring all issues are resolved at a high level of competency for timely outcomes.

Xfinity Mobile Tier 3: House Account Team (HAT); lead for Test Account audit, ceased lines reduced revenue losses by $750,000.

Pilot Programs: Special pilot programs given to the XIP team to correct and perfect the success of the programs once they go live: House Accounts, Gift Card Escalations, tNPS call backs, Safe @ Home, XM Corporate Escalations, and XM4B (Xfinity Mobile for Business).

Promoter for all five lines of business.

Developed a score sheet for S4X as an aid for supervisors working with agents to improve Quality Assurance.

MEDIATOR & DISPUTE RESOLUTION SPECIALIST, Colorado Springs & North Charleston, Nov 2014 to Present

Problem solving that is structured to fit the need of the business or individual to reduce the high cost of conflict in the workplace. Corporate Restructuring, Mediation, Diversity Issues, Group Facilitation, Problem-Solving Workshops, Personal Development Coaching, and Conflict Management System Design. Specialized work with employment issues, including Employee-Employer and/or Employee-Employee Relations.

Eldercare Issues that include working with healthcare providers, agencies, and families to assist with their plan of short and long term care, as well as End of Life.

Mediator for Better Business Bureau (BBB) of Southern Colorado, processing customer reviews and consumer complaints for 25 counties. Mediating in El Paso County Small Claims court as a BBB volunteer showing an 85% successful settlement rate.

GLOBAL EMERGENCY ROOM TECH III, Colorado Springs and Lexington, SC, March 2005 to April 2014

Clinical support for Emergency Department physicians/nursing staff. Responsible for assessing initial acuity score of 200+ patients per shift to correctly assign patients’ treatment level; determined staffing requirements in trauma situations.

Support for law enforcement, including legal blood draws and following chain of custody protocol. Triage-help with assessments of patients with all manner of injury and illness.

Team member of helicopter landing pad team.

Preceptor for new hires.

Professional Healthcare Advanced Life Support CPR certification.

Team member of Disaster Decontamination (D-Con) team.

MEDIA PRODUCER, RADIO & TELEVISION, Columbia, SC, February 1983 to December 2006

Producer, The Tony Clyburn Show; consistent highly rated (Arbitron) drive-time radio. Booked national and regional guests, wrote comedy, award winning up-to-the minute breaking news events including 9/11. Promoted host to have the number one name recognition for a decade.

Produced live Web-Cam portion of Pro-Am golf tournament, Monday After the Masters (MAM) hosted by Hootie and the Blowfish. On-the-spot live action and interviews with Pro Golfers and Celebrity participants (2001 – 2006).

Produced Good Morning Columbia inaugural morning news show leading up to national ABC Good Morning America. Responsible for daily guest line up, coordinate live remote broadcasts, and news scripts. Pre/Post-production meetings with talent and crew. Doubled ratings within a one-year span.

Scheduled high profile guests for in-studio appearances.

Produced live broadcast from Millionaires Row - Churchill Downs Kentucky Derby (1993).

Daily morning comedy skit appearing as “Susie from Lively Shively” (Louisville, KY).

Nationally featured work include “Rudolph’s (the Red-Nosed Reindeer) Department of Labor complaint”, “Page One” of Paul Harvey Radio Program (December 1992); “Who would win - Fred/Barney or Wilma/Betty ticket for President?”, USA Today newspaper, Page 2, left side above the fold, (November 1988); “Refrigerator Perry bigger than a side-by-side”, all major newspaper outlets including USA Today, Page 2, left side above the fold, (Super Bowl XX, January 1986).

Coordinator/Promoter for “Hugo Relief Concert” to benefit the Salvation Army of Columbia, SC, securing talent, Barry Manilow. Officially invited the President of the United States and First Lady, George H. W. and Barbara Bush. Received a telegram from the President of the United States via Western Union, and the Senior United States Senator of South Carolina, R-Strom Thurmond, both messages were read to those in attendance at the sold-out concert.

EXTERNAL SALES – ACCOUNT MANAGER, Columbia, SC, May 1997 to February 2004

Negotiated contracts with dental professionals to become a part of the Delta Dental national network of providers; achieved a 90% signing rate.

Top sales representative two years in a row with sales exceeding $500,000 each year, selling promotional products.

Brought sales growth of 37% to promotional product company

As Executive Account Manager, initiated and completed contract negotiations for promotional products with national and regional organizations including University of South Carolina – Columbia, Delta Dental, and South Carolina Educational Lottery.

EDUCATION AND CREDENTIALS

Master in Business Administration, Candidate, Western Governors University, Salt Lake City, UT (expected graduation December 2023)

Certificate of Executive Negotiations (Negotiation Essentials, Advanced Negotiations, Strategies for Conflict Management) Notre Dame University

Bachelor of Arts in Psychology, University of Colorado – Colorado Springs

Professional Mediator, Phoenix Strategies Alternative Dispute Resolution Program, Colorado Springs

Certified Eldercare Mediator, Phoenix Strategies, Colorado Springs

Certified Histotechnician, HT (ASCP)

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