Customer Service Assistant Manager

Deborah Spytma

************@*****.*** *** E *th, Cameron TX 76520 361-***-****

Objectives

To obtain a position that will enable me to use my strong management and organizational skills, educational background, and ability to work well with people. Education

University of Texas, Austin. TX

May 28, 1980 BBA

Experience

Stoney’s Liquor

227 N. Milam Ave., Cameron, TX 76520 254-***-**** Assistant Manager May 30, 2022 - Currently employed

● Open/close store, including

Walmart Pharmacy

709 W Hwy 79, Rockdale, TX 512-***-****

Cashier January 28, 2021 – May 13, 2022

Worked under supervision of Pharmacy Manager. Utilized customer service skills to serve patients in an expeditious and courteous manner. Assisted pharmacy techs with various duties. Target

3702 Ranch Road 620, Bee Cave, TX 512-***-****

Team Member (Apparel) July 1, 2018 – April 1, 2020 Maintained apparel section to store specifications through utilization of my organizational skills. Utilized customer service skills to serve customers in an expeditious and courteous manner .

Bealls

Southpark Meadows, Austin, TX

Cosmetics Team Lead July 1, 2015 – May 1, 2018

Maintained cosmetic section to store specifications through utilization of my organizational skills. Utilized customer service skills to serve customers in a courteous manner. TDI – Division of Workers’ Compensation

P.O. Box 149104, Austin, TX 78714 512-***-****

Claims Examiner III (Regional Claims Service Officer) July 1, 2010 – August 31, 2012 Worked under supervision of Corpus Christi Field Office Manager/Assistant Southern Regional Administrator. Performed duties of Claims Service Officer (CSO) as well as additional duties of Regional CSO. Duties included oversight of all claims submitted within a 12 county area surrounding Corpus Christi, TX, assisting all parties to the claim with many aspects of the workers’ compensation process. Oversight of other CSO’s within the Southern Region of Texas, including 4 other field offices totaling 8 CSO’s. Reviewed audit results for potential training issues, preparing and delivering training as needed. Assisted supervisor with duties of legislative inquiry research and response and evaluation of Customer Assistant phone calls for appropriate customer service.

TDI – Division of Workers’ Compensation

P.O. Box 149104, Austin, TX 78714 512-***-****

Program Specialist IV May 1, 2008 – June 30, 2010

Worked under supervision of the Director of Field Operations. Developed and produced monthly telephone usage reports for the statewide Virtual Call Center operation. Developed and produced audit procedures and reports for statewide Field Office operations, primarily for official action processes. Received, logged, researched and responded to complaints received in Field Operation. Assisted walk-in clients as needed, responding to their needs in a timely manner. Provided oversight of the legislative response system for Field operations. Conducted teleconferences regarding new processes and procedures for business process improvement purposes. Other duties as assigned, including special projects and seminars. TDI – Division of Workers’ Compensation

P.O. Box 149104, Austin, TX 78714 512-***-****

Benefit Review Officer June 1, 2007 – April 30, 2008 Reviewed abated Medical Dispute files for compensability, extent of injury and liability issues. Made contacts as required to attempt resolution of the CEL issue(s). Proceeded with the CEL issue(s) through the hearing process in order to obtain adjudication of the CEL issue(s). Communicate with all parties involved when necessary to either obtain payment for the medical provider or notify the provider that they may bill another source other than workers’ compensation (if adjudicated as non-compensable).

Also, worked with the HB724 Hearing process. Intake of DWC045A forms for processing and determination of which type of hearing would be required. Entered information into database and DRCD notes. Maintained statistics for the MDR-Hearings Bridge project (CEL issues on abated MDR files).

TDI – Division of Workers’ Compensation

P.O. Box 149104, Austin, TX 78714 512-***-****

Manager I June 1, 2006 – June 1, 2007

Managed the Intake and Screening section of the Medical Dispute Resolution Section. Performed oversight of daily activities of the section including the intake, screening and setup of new medical disputes received in the section. Prepared periodic reports for the Director to show progress of the section. Involved with new rule making, procedures and training of staff on new rules and procedures. Daily oversight of staff work and determining where counseling may be needed to enhance performance. Responsible for all personnel issues, including counseling, training, interviewing, hiring and terminating of employees. Prepared periodic evaluations and set goals and expectations for staff. TDI – Division of Workers’ Compensation

P.O. Box 149104, Austin, TX 78714 512-***-****

Program Specialist I May 1, 2006 –May 31, 2006

Assistant to Executive Deputy Commissioner of Operations. Worked on special projects. First project was the MDR area in which I was offered a Manager position which I accepted. State Office of Risk Management

P.O. Box 13777, Austin, TX 78711 512-***-****

Claims Examiner III July 1, 2004 –April 30, 2006

Adjusted workers’ compensation claims in accordance with the TDI/DWC Act & Rules. Processed all types of indemnity claims including temporary income benefits, impairment income benefits, supplemental income benefits and death benefits throughout the life of a claim. Reviewed medical activity to ensure proper payment of bills related to the compensable injury. Processed all necessary forms, communicated with all parties to a claim and made appropriate compensability decisions as required.

Argus Services Corp.

811 S. Central Expressway, Suite 440, Richardson, TX 75080 214-***-**** Manager June 27, 2001 –June 4, 2003

I served as Technical Advisor/Branch Manager in the Austin Branch Office of Argus Services. The primary function of the office was medical bill audit and cost containment of workers’ compensation medical bills. I was responsible for all aspects of office management, including supervision of both professional and administrative staff. The staff I supervised consisted of 10 medical bill auditors and 10 clerical staff, two of which were located in cities other than Austin. Interviewing, hiring, evaluating, counseling and terminating employees were included in my staffing responsibilities. I responded to complicated medical provider and client questions and concerns. My duties also included preparing periodic reports requiring extensive use of Microsoft Word and Excel. These reports were for documenting current production and projecting future production requirements to adequately service client accounts. I was responsible for developing and implementing office goals, objectives, policies and procedures to ensure client services were provided in a timely and accurate manner. To properly perform this duty, I was required to retain current knowledge and understanding of all changes to the workers’ compensation rules and regulations, incorporating them into the duties being performed.

State Office of Risk Management

P.O. Box 13777, Austin, TX 78711 512-***-****

Manager October 1, 1990 –May 15, 2001

My experience covers all aspects of the workers’ compensation process. I began my workers’ compensation career in October of 1990 as an Administrative Assistant, assisting claims adjusters in the processing of workers’ compensation claims, often adjusting the medical only claims myself. In December of 1990 I was promoted to Supervisor of the cost Containment Section in which I supervised 4 to 6 employees in the processing of medical bill payments per the TWCC Medical Fee Guideline, including oversight of the contracted Cost Containment Vendor. I was later given the added responsibility of supervising 10 additional staff from the mailroom and data entry areas. For the last 3 years of my employment with SORM, I supervised 8 to 12 employees, including claims adjusters, claims assistants, customer service representatives and Investigators. I handled personnel issues including interviewing, hiring, counseling and terminating employees. My duties also included preparing employee performance evaluations as well as other reports documenting work processes and production using Microsoft Word and Excel. In all positions I worked with a team and, in doing so, was responsible for ensuring best practices were applied in all areas. I attended the Governor’s Management Training as well as numerous supervisory training courses provided by the Office of the Attorney General and required CEU training. Additionally, while serving as supervisor/manager of these areas, I generally carried a small caseload as well, adjusting claims as needed.

Green Pastures Investments

901 W. Live Oak St, Austin, TX 78704 512-***-**** Bookkeeper February 15, 1982 –September 30, 1990

My job duties included all areas of accounting, bookkeeping and general office work, including A/P, A/R, payroll, financial statements, taxes and correspondence for 5 Austin-area restaurants. I reconciled 5 bank statements on a monthly basis, entered all invoices and paid all accounts payable via a computerized accounting system, manually tracked accounts receivable and processed all payments. I processed all payroll transactions and calculated and paid taxes, including sales tax and TABC tax.

Skills

● All office skills

● Numerous computer software programs

● All business machines

● Extensive Management experience with special training

● Extensive knowledge of Workers’ Compensation in Texas

● Bookkeeping skills

● Excellent customer service and communication skills

Contact this candidate