Customer Service Project Management

Sandy Champagne

Houma, Louisiana / ***** 985-***-****

*****@*******.*** https://www.linkedin.com/in/sandy-champagne-b679008b/

I am currently excited to change careers after earning a Certificate for Associate in Project Management (CAPM) through the Project Management Institute (PMI). Having been part of the workforce for over twenty years, I have held a variety of positions ranging from Cashier to Administrative Associate to Lab Tech. Through those positions I have curated skills in team work, customer service, computer literacy, mentor/leadership, and more. Please read on to learn more.

CORE COMPETENCIES

●Team Work

●Customer Service

●Computer Literacy

●Quality Assurance

●Time Management

●Building Relationships at all Levels of Business

●Research

●Mentor/Leadership

●Administration

●HSE

●Documentation Generation/Control/Distribution

●Scheduling

●Problem solving

PROFESSIONAL EXPERIENCE

Weekend Receptionist, Radiology Dept., Terrebonne General Health Systems, Houma, LA (8/26/2024 – Present)

Summary of duties

Monitor Emergency Room arrivals in EPIC to determine if radiology call outs are needed.

Manage transporters by expediting transports when needed and scheduling in EPIC per request.

Fulfill requests for medical records by burning cds/dvds as requested and delivering to proper department if needed.

Schedule and check in walk-in X-ray patients if needed through EPIC system.

Schedule, register, and check in AIMS patients through EPIC system.

Help patrons of the hospital by directing them to loved ones, walking them to destinations, or advising as needed.

Customer Care Representative III, CVS Health, San Antonio, TX (Remote) (11/19/2020 – Present)

Summary of duties

Answer member calls in a timely manner to provide excellent customer service answering drug coverage questions for all lines of business and providing first call resolution for any prescription issues using work instructions and plan specific logic and limitations.

Educate members on how to use their member portals for ease of prescription management; place prescription orders and refills as requested and perform follow-ups on member accounts as needed for complex issues.

Educate Medicare part D members about the stages of coverage and advise on money saving methods for all members for over-expensive medications.

Remain current on all scheduled call review sessions, assigned learning hub courses and team meetings.

Quality Documentation Specialist, Hunting Energy Services, Schriever, LA (8/2013 – 02/2016 & 1/2017 – 5/2020)

Summary of duties

Gather and prepare quality documents such as Certificates of Conformance, Material Test Reports (MTRs), and various process certifications for manufactured metal parts per customer request, requirements, and applicable customer, federal and/or stated specifications.

Review and authorize incoming routers for material originating from current stock for use.

Enter and maintain nonconformance data on a monthly basis to track nonconformances by machine, material and user.

NOTE: End of employment in 2016 and 2020 due to lay off.

Administrative Specialist / Lab Tech I, Halliburton Energy Services, Larose, LA (9/2010 – 08/2013)

Summary of duties

Prepare for Health, Safety, and Environmental (HSE) and Mine Safety and Health Administration (MSHA) audits by gathering, organizing, and maintaining a centralized binder filing system.

Aid in preparing and participating in yearly internal and American Petroleum Institute (API) conducted audits to ensure continuation of baroid laboratory license.

Aid in maintaining and reviewing plant and lab records per API specifications 13a and Q1.

Functioned as plant representative and liaison for regional/Product Services Line (PSL) meetings and Halliburton Management System (HMS) special projects.

Inspect lab bi-annually and conduct chemical hygiene audits to ensure a safe, clean and functional laboratory environment.

Record, collect, and enter monthly safety observations into company HSE website to encourage safety culture.

Prepare, report and present findings in monthly regional Key Performance Indicator (KPI) conference calls.

Conduct site tours for visitors and orientations when needed.

Generate detailed plot maps using Microsoft Excel to aid in determining baroid formulations daily and track consumption of ore.

Schedule customer bulk orders as needed; create and process bills of lading for delivery and goods issue in SAP.

Generate production orders and reports in SAP to track consumption and logistics.

Generate requisitions, make purchases, and process purchase orders as needed via SAP, Quillix, or company credit card to track bids, vendor usage and expenses.

Enter production and generate required reports in SmartZone (Foreign Trade Zone software) to track international shipments per federal requirements.

Enter Corrective Preventative Improvement (CPI) reports in SAP when needed to foster process management, conservation and safety initiatives.

Enter time / payroll in SAP when needed to assist Secretary.

Aid in resolving customer inquiries and complaints to provide excellent customer service.

Conduct or participate in TapRoot investigations when needed to investigate and identify the root cause of incidents and problem solve to prevent similar incidents in the future.

Medicaid Analyst I, Lafourche Parish Medicaid Office, Thibodaux, LA (4/2016 – 1/2017)

Summary of duties

Enter renewal applications in the PATv2 system to ensure members have continuous insurance coverage.

Make Medicaid eligibility decisions based on state and federal policy.

Add, verify, and accept documents into Electronic Case Records to aid in decision making regarding member eligibility and coverage.

Manage case issues such as PersonMismatch, Missing Data, Verification Reconciliation, and ManualIDProofing as needed by accessing state, federal, and other verification systems: The Work Number, Louisiana Workforce Commission, MEDS, SIEVS, LAMI, and SOLQ to verify member information for accuracy.

Contact clients when more information or materials are needed in a professional manner and provide excellent customer service.

EDUCATION AND CERTIFICATIONS

Certified Associate of Project Management through the Project Management Institute (PMI), March 2, 2024

Google Project Management Professional Certificate, October 25, 2023

University of New Orleans, Louisiana, attended August, 2003 to May 2005, graduate studies – History

Invited to join the National Scholars Honor Society in 2003.

Awarded a competitive graduate assistantship for the 2004-2005 academic year.

Developed skills in gathering, researching, analyzing and communicating data.

NOTE: Due to Hurricane Katrina and its aftermath, I was not able to complete this degree. I completed all coursework but did not complete a thesis.

Nicholls State University, Louisiana, Graduation Date May 21, 2002, Bachelor of Arts – History

Received the Dugas Louisiana History Award in 2002 for outstanding scholarship in history.

Learned to analyze and question text and utilize effective research techniques and practices.

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