Protection Specialist Care Representative

John William Keough Jr.

Objective To obtain a position in a progressive company in which I can utilize and maximize my communication, technical and leadership skills to the benefit of the company

Skills Handle escalated calls for complex customer issues.

Over 7+ years of technical troubleshooting.

Readily accepts challenges, meets or exceeds business challenges.

Proactive, Adaptable, Goal-oriented, Problem-Solver and Team player.

Quickly absorbs and retains new information and procedures.

Demonstrated knowledge of company product benefits and a desire to exceed client satisfaction.

Computer Skills Macess, Avaya, Amisys, Clarity, HRM, Epic, Nextgen, Vantive, Tris, Ensemble, I-Connect, all Microsoft Office Suite programs, Symposium, IEX Scheduler, Witness and TMSS

Experience TekSystems

November 2021 to September 2022 T-Mobile Migration Project Manager

Migrated Corporate accounts from Sprint to T-Mobile after the companies merged

Ran and analyzed reports on phone and data usage to help find the best plan for their usage

Ordered and shipped new equipment including phones, Sim Cards, Modems and Mobile WiFi Hot spots as needed or requested

Scott&White

May 2015 to July 2020 Scott & White Health Plan Customer Advocate

Handle patient & provider calls regarding Health Plan benefits & Claims

Promoted to CSA 3 May 2016

January 2015 to May 2015 S&W RCO Billing

Handle calls for patient Billing Issues and Claims filed with Insurance companies

January 2011 to December 2014 S&W Healthcare Call Center specialist

Handle patient calls for scheduling appointments, Medication Refill requests and emergency situations for Orthopedics, Neurology, Physical Therapy, Pain Management and Mental Health

Promoted to Team Supervisor in 2012

Argus Event Staffing

September 2005 to November 2010 Security Supervisor & Surveillance, Denver, Colorado

Supervisor for evening shift for security teams at the Colorado convention center. Responsible for scheduling security for shows for teams of 1 to 50 people. Crowd control, loss prevention, safety and security for the client.

Supervisor and Surveillance for Denver Performing Arts Center. Responsible for security of shows for teams of 1 to 50 people. Crowd control, loss prevention, safety and security for the client.

Backstage V.I.P. Security for Red Rocks Amphitheatre & Denver Performing Arts Center. Personal security for high profile clients.

Nextel Communications

September 1998 to August 2004 Several Positions, Englewood, Colorado & Temple, Texas

Account Manager: Personal Contact for several high end customers for Nextel including Nielsen Media, Marriott Hotels and Walt Disney Company. Duties Included ordering new equipment, taking payments, resolving billing issues, troubleshooting units and traveling to the customers place of business to train them on different features and functions of the units.

Team Supervisor: Responsible for coaching and developing individual/group on a daily/monthly basis. Reviewing team Login/Logout reports, attendance and process time off requests for team members. Resolved highly complex escalated issues. Track team improvement. Process monthly evaluations for team. Provide motivational sales/QA techniques for team members.

Customer Care Representative: Handled customer care calls correctly and efficiently. Continually exceeded set goals and statistics throughout tenure with Nextel. Promoted to Customer Care Representative II in 1999 and Senior Representative in 2000.

Self Employed Private Investigator

1996 to September 1998- October 2004 to November 2010 Starwolf Protection and Investigations, Denver, Colorado

Specialized in leading surveillance and personal protection teams

Located and Apprehended individuals who failed to appear for court

Education 1990 Denver Business College Denver, Colorado

Graduated Private Investigations & Protection Specialist

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