Aaron J. Dickerson

**** ******* *****, *** *, Louisville, KY 40205

Mobile 502-***-****

Email: adxsdg@r.postjobfree.com

SUMMARY

Administrative/ Customer Service professional with 17+ years dedicated customer service/administrative experience at the Executive level. I am expert in current Microsoft Office applications with a 69 wpm typing speed (100% accuracy). I am proficient in various specialized environments focusing in the areas of: Health Insurance, Loan Processing/Underwriting, and Human Resources.

PROFESSIONAL BACKGROUND

Genentech via Roche Laboratories/Louisville, KY

Customer Service Representative Jul 2022 - Oct 2022

Provide outstanding customer service to all internal and external customers, partners and other stakeholders.

Acts as the first-line of contact for external channel customers or other related external parties, assisting with all GNE product order and related requests.

Provides full-time telephone coverage, customer call handling. Receives and manages high-volume telephone calls/inquiries as well as departmental faxes or other communication methods.

Manages Genentech’s carriers to ensure shipments are delivered on-time and addresses/escalates as appropriate.

Processes returns and invoice adjustments for various customer segments in addition to creating and issuing RA’s (Return Authorizations) and fulfilling damaged replacement order requests

Validates state licenses for all customers to ensure PDMA (Prescription Drug Marketing Act) compliance, creates, updates and issues licenses as appropriate

Supports Senior team in the processing of the Spoilage program, research and processes all returns including recalls.

Ensures final system approval is complete for time sensitive Corporate DOPs.

Represent the group on cross-functional teams as needed.

Processes all external customer product orders, for the entire Customer Service Portfolio team including Lucentis Direct, which could include Tamiflu order processing during flu season.

Louisville Gas & Electric/Louisville, KY

Business Center Representative Jun 2021 - Oct 2021

Provides comprehensive customer service information on LG&E/KU products, services reports, and rates to commercial and industrial customers through direct customer inquiry or proactive customer outreach.Reviews customer rate classifications with customers and educate customer on rate classification to ensure understanding of the rate classifications and tariff regulations. Prepares and processes applications for gas and electric service rate contracts, deposits, equalized monthly payment applications, automatic bank draft applications, special agreements, and other more complex service inquiries in accordance with company guidelines. Effectively interacts with internal departments to ensure complete customer solutions are provided to ensure a positive customer experience.Works constantly to exceed established productivity, schedule adherence, and quality standards.Participate in after-hours scheduling for outage and other emergency events, if needed.Demonstrates excellent adherences to attendance and daily schedule.Demonstrates compliance and adherence to company safety initiatives. All other duties and projects assigned.

Ajilon Professional Staffing/Adecco, Louisville, KY

Bright Springs Health Services – HRIS Analyst Oct 2020 – Mar 2021

Process daily request from users. Provide production support including, but not limited to, workflow management, front line support for HRIS team working and resolving issues via phone and email, auditing employee level data (including historical data), research and resolve system related issues; perform scheduled activities (mass updates); recommend solutions or alternate methods to meet new and existing requirements.

Maintain Mapping Rules, Home and Security Departments.

Acts as a system subject matter expert.

Maintain and audit HRIS, ATS, and LMS systems. Help maintain data integrity in systems by running queries and analyzing data. Document current processes and recommend changes as needed. Collaborate with HR and IT to coordinate fixes and upgrades. Assist in the review, testing and implementation of system upgrades and/or updates. Continuously seeks and supports new approaches practices and processes to improve the efficiency of HR Applications.

Assist with implementation of new functionality which will include test scripts, testing, creating user documents and training documents. Document and implement process improvements related to policy changes and/or organizational changes. Serve as a liaison with external third parties and other stakeholders (e.g. Payroll, ADP, finance, benefit vendors, etc.).

Create and maintain a variety of reports or queries utilizing the appropriate reporting tools. Assist with the development of standard report templates to support ongoing customer needs.

Support our wellness initiative and other HR initiatives.

Comply with HIPAA privacy and security requirements to maintain patient and employee confidentiality at all times

All-Tech Systems, Houston, TX

Chevron Products Corporation – Customer Sales/Service Rep Sept 2017 – Jun 2018

Coordinate prompt and accurate problem resolution efforts utilizing learned skills, training and internal tools and resources.

Analyzes complex customer problems/situations to determine the resolution that is in the spirit of our customer driven partnership.

Accountable for resolution to inquiries and has the authority to make decisions in alignment with business strategies and goals.

Transfers inquiries to resident experts or outside of the Lubricants Business Center correctly and with appropriate information. Ensures all cases are closed in a reasonable period of time.

Provide prompt resolution to collection of past due balances on invoices and order tracking for high level customers.

Answer and screen calls, handle invoicing questions and direct callers to appropriate personnel.

PROFESSIONAL BACKGROUND continued

All-Tech Systems, Houston, TX

Chevron Products Corporation – Customer Sales/Service Rep (cont’d) Sept 2017 – Jun 2018

Provide support to management, directors and account managers in an effort to successfully fulfill customers’ needs.

Provide prompt, courteous and professional customer service to all internal and external clients of Chevron.

Advocate for online systems and partnership with Business Point functionality in support of customer needs.

Identify, advocate and assess customers’ needs to achieve goals and objectives of Chevron with enthusiasm and exceptional standards of professionalism.

Build internal/external sustainable relationships and trust with customer accounts through open interactive communication and proficient delivery of service.

Continuously seeks ways to streamline administrative requirements of our customers and our sales reps in support of customers, driving technology solutions where appropriate (CRM, knowledge mgmt, and web interfaces), including customer web applications.

Pursues continuous education in IT systems and processes.

Teams with credit and receivables group on outstanding receivables.

Maintains working knowledge of customer profiles and key contacts. Proactively contacts customers for input and service feedback.

Take the extra initiative when assisting internal/external customers while following guidelines and policies of Chevron.

Collaborates with internal/external customers to plan and implement initiatives to improve workflow processes.

Honors the Chevron Mission Statement and Corporate Values by getting the results the right way.

Bargo & Associates, Louisville, KY

KentuckyOne Health – Executive Assistant Apr 2016 – Feb 2017

Performed insurance verifications on inpatient admissions working directly with Utilization Review RN’s in the Case Management departments of UL Hospital and Downtown Campus of Jewish Hospital

Collaborates with educators to plan and implement education initiatives in Surgical Services

Provide direct executive level support to Nurse Managers and Director levels of the Administration

Assist with CE paperwork for educational events

Processing various invoices in heavy volumes for multiple external clients

Create/Maintains the attendance for the education within the department

Serve as the educator assistant to clinical/clerical personnel

Serve as the Media Resource for Surgical Services

Implements and evaluates education for clerical personnel

Serves as the coordinator for the electronic communication boards throughout the surgical center

Develops competencies for clerical personnel and tracks validations on annual employee certifications

Schedules rooms for educational events for employees

Maintains confidentiality of personnel information of the department

PROFESSIONAL BACKGROUND continued

Mindlance Professional Staffing, Hoboken, NJ

Anthem Blue Cross Blue Shield – Team Lead Membership Representative Oct 2014 – Mar 2016

Provides technical direction, guidance and resources to claims, customer service, and membership associates.

Excellent in providing superior customer service to brokers and customers

Provides operational training, assists associates by answering day-to-day technical questions

Encourages a teamwork environment

Reviews department policy and procedure manuals for accuracy

Works with training department to ensure procedures and policies are accurate and complete

Handles complex case research and resolution

Monitors inventory to ensure workflow remains uninterrupted

Act as front line resource for internal and external associates for operational and technical related questions as directly related to Anthem BCBS products and services

Provides dedicated product education and continuous training to broker sales and support staff and external clients marketing Anthem BCBS products

Promotes advocacy for the member and focuses strongly on broker satisfaction

Ajilon Professional Staffing, Louisville, KY

IQS Research – Team Lead Marketing Research Specialist Oct 2011 – Current

Provided specialized Marketing research to local and national clients.

Performed quality assurance surveys and dedicated call center customer service with tax preparation offices/taxpayers during tax season for five consecutive years for direct deposit refund products offered by Republic Bank & Trust Co.

Engaged with clients utilizing strong communication skills to perform market research.

Assisted in coordinating meetings with regards to venues, menus, materials, etc.

Compiled various data materials to aide in market research.

Demonstrated exceptional interpersonal skills in dealing with decision makers and clients.

Remedy Intelligent Staffing, Louisville, KY

Kentuckiana Area Agency on Planning & Development – CDC Grant Oct 2011 – Aug 2012

Provided specialized Administrative support, diabetes education and schedule management.

Administrative/Marketing support to the Director of Social Services area of a government agency focused on assisting the needs of the aging populations in KY.

Processing of invoices for meetings and vendors in relation to sponsored events.

Drafted correspondence consistent with guidelines established by the Center for Disease Control.

Assisted in coordinating meetings with regards to venues, menus, billing invoices, etc.

Participated in Advocacy demonstrations at the KY state capital and met with legislators and health care officials to better educate citizens about diabetes

Assisted in allocating funds and payment to providers of services for the aging community for the government agency directly reporting to the Director of Social Services and Budget/Contract Planning

EDUCATION

Bachelor of Arts degree in Organizational Management-- Ashford University, Des Moines, IA – Major, Dean’s List – Fall 2015

Proficient in following applications: WEM, SAP, Enterprise, ARIBA PORTAL, CHEVRON BUSINESS POINT, VENDAVO, SALESFORCE, CERNER, MCARE, STAR, GROUPWISE, MAPS, FACETS, ISG, BPM, VISNETIC, OUTLOOK, CITRIX, ASCS, ORCC, TRANSCENTRA, CCB, ORACLE, AIMS, COSMOS, SOFTPHONE

REFERENCES ATTACHED

December 28, 2021

To Whom It May Concern:

Good afternoon. A guy that donated his time for various events and projects when I was the Executive Director of the Old Louisville Chamber of Commerce gave my name as one of his references. His name is Aaron Dickerson.

If you have not made your selection as of yet, I would like to at least share that he was an outstanding volunteer. You will find him extremely thorough, organized and professional as well as doing everything asked of him in a timely manner.

Thank you for sharing this opportunity. Hope all is well with you and yours.

Nore J. Ghibaudy

Director of Communications, Media & Public Relations

Jefferson County Clerk’s Office

527 West Jefferson St, Suite 100B

Louisville, KY 40202

502-***-****

September 20, 2016

To Whom It May Concern,

Recently, I have had the pleasure of working with Aaron Dickerson in the Transplant Office of Jewish Hospital. I found him to be consistently cheerful, focused and always willing to help his fellow co-workers. His “can do” work ethic and excellent communications were valuable assets for our team during the brief time he was with us. Some workflow processes that he implemented are still being used in our reception area when triaging patients.

I would recommend Aaron Dickerson for any role that allows him to be responsible, accountable and interacting in a challenging environment as that seems to be his element where he thrives. In my experience with Aaron, he interacts with patients and co-workers in my office in a respectful manner which made for a much easier experience for the patients arriving in the office. Aaron was with our office on a brief contract basis, but we still think highly of him and his work. You would gain a valuable asset in the form of Aaron Dickerson should you make the wise decision to employ him.

Sincerely,

Rayshunale Smith, APRN

11605 Sun Glow Court

Louisville, KY 40272

502-***-****

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