Center Representative Service
Resume:
Regina Clopton
**** ********** ***Sterling Heights MI 48310
adwm1n@r.postjobfree.com
OBJECTIVE:
To obtain a remote work from home position that utilizes my skills and experience.
TECHNICAL SKILLS & QUALIFICATIONS:
MS Office (Word, PowerPoint, Excel, Outlook)
Credentialing Associate
Help Desk
Customer tracking/imaging/workflow systems
8+ years of recent Call Center/Help Desk experience with the Michigan Department of Health and Human Services, DTE, Blue Care Network (BCBSM), and Priority Health.
Knowledge and experience with proprietary call center technology, MS Office applications, and customer service.
Bachelor’s in Business Administration.
PROFESSIONAL EXPERIENCE:
Henry Ford Health System, Detroit MI September 2019– January 2023
Credentialing Specialist:
Process applications for medical practitioner privileges.
Maintain all records and documentation of applications and verifications.
Verify that medical practitioner’s education, training, certifications, experience and licensing are up to date.
Henry Ford Health System, Detroit MI March 2019 – September 2019
Credentialing Associate:
Answering Department Phone Line
Create Initial Packet
Screening Initial Applications
Screening Reappointment Applications
Incomplete Initial and Reappointment Applications
MSOW-Read Menu/Workflow/Portal Manger Console
Dynamic BDC, Troy MI February 2019 – March 2019
Contact Center Representative:
Inbound and outbound calls contacting of customers affected by a nationwide automotive recall.
Providing information to the dealership sales team based on each customer’s contact.
Priority Health, Southfield, MI October 2017 – January 2018
Enrollment Specialist:
Promptly and effectively processed all commercial enrollment requests in compliance with regulatory requirements and accreditation standards. This includes entry and maintenance of data into Facets after review and analysis of electronic and hard copy information.
Communicated with internal/external customers regarding member enrollment status through Facets documentation, phone calls and written correspondence, including use of approved form letters.
Analyzed multiple reports from various internal and external sources to determine and implement appropriate action to reconcile enrollment discrepancies.
Empire Today, Belleville, MI May 2017 – October 2017
Sales Representative:
Assist customers in their homes to determine their needs and discussing flooring options, while providing quality customer service. Offer customers the opportunity to transform their homes with flooring or/and window treatments.
Blue Care Network (BCBSM), Southfield, MI December 2016 – March 2017
Customer Service Representative II Temp:
Investigated, processed, resolved, and responded to member, provider or beneficiary inquires received via telephone regarding benefits, eligibility, materials forms, ID Cards, PCP changes, complex inquires and quality care issues, through Facets. Rerouted misdirected inquires.
Educated new and existing members, providers, or beneficiaries concerning BCN policies and procedures.
Documented each contact through BCN’s Customer tracking/imaging/workflow system.
Advanced Customer Service, Troy, MI February 2016 – September 2016
Call Center Representative:
Cold and warm called DTE Energy customers to promote Home Protection Plus Plans provided by DTE Energy.
Answered inbound calls from DTE Energy customers who inquired about Home Protection Plus Plans.
Also, completed the same task for Consumer Energy to promote their Appliance Service Plan.
Advomas, Troy, MI September 2014 – May 2015
Appeals Analyst:
Pursue case resolution both administratively or by filing appeals for clients who were denied assistance or who has unresolved assist applications.
Continually update client’s records with current information by interacting daily with clients and the Department of Health and Human Services.
Attend hearings as the client’s Authorized Representative and providing addition documentation to support claim.
Dept. of Health and Human Services, Hamtramck/Mt. Clemens/Lansing, MI August 1978 – April 2014
Department Manager 13 (November 2009 – April 2014 (RETIRED)):
Managed and coordinated the day-to-day activities of professional staff (24 Departmental Analysts) of the DHS Application Support (Bridges Help Desk-Call Center) in providing frontline application support to Bridges Application user, employees, and partners of the DHS. This included setting priorities, development of operational activities and ensuring that quality application support (Help Desk) services are provided to application systems users of all DHS application systems.
Other responsibilities included: training my team, creating reports, monitoring reports, observing Help Desk agents during telephone calls, chairing meetings and facilitating webinars.
Social Service Supervisor 12 (Administrative Service Manager) September 2008 – November 2009:
Second-line Manager managing two supervisors over administrative support units, totaling 24 employees; Directed monitored and evaluated the work of first-line supervisors.
Oversaw day to day fiscal operation involving expenditures and revenues. Responsible for physical plant needs and office security needs; authorizing office purchases. Oversaw contracts with vendors and Central Office regarding billings and payments. Oversaw the use of State Cars and maintenance for Children Services and General Services; FOIA Coordinator; Human Resources Liaison. Managed Local Office Security Coordinator, served as a backup to LOSC.
Departmental Analyst 11 April 2001 – September 2008:
Collected and analyzed data relating to Food Assistance Programs (FAP) accuracy. Provided consultative support through case reads, mentoring, and sharing best practices. Trained local office staff.
Family Independence Specialist 10 April 1999 – April 2001:
Determined customer eligibility for financial, food assistance, medical, child daycare or emergency assistance. Assisted Families in the identification and development of plans for self-sufficiency. Wrote hearings summaries, participated in pre-hearing conference and hearings, and explained decisions in administrative hearings.
Eligibility Specialist 10 October 1996 – April 1999:
Determined customer eligibility for food assistance, medical, or emergency assistance. Wrote hearings summaries, participated in pre-hearing conference and hearings, and explained decisions in administrative hearings.
Data Coding Operator 8 (Lead Worker) August 1978 – October 1996:
Retrieved, deleted, updated and corrected data on computer files. Answered inquiry calls from clients and colleagues. Provided assistance and training to others in the work unit.
EDUCATION
Bachelor of Business Administration 1999
Davenport University, Warren MI
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