Supervisor
Resume:
Elizabeth G Barber
PO Box *****
Albuquerque, NM 87199
Phone: 505-***-****
Email: *******@*****.***
LinkedIn: Elizabeth Barber
Skills Summary
4+ years in leadership roles, with a focus on team management and optimizing customer experience.
Proven track record of driving organizational success and achieving measurable results.
Over 30 years of experience in customer service across diverse industries.
Strong commitment to delivering exceptional service and fostering effective team collaboration.
Leadership style focused on integrity, aligning team and organizational goals.
6 years of medical residency experience, demonstrating adaptability in complex, fast-paced environments.
Expertise in precision, empathy, and critical thinking developed in medical settings.
Professional Experience
Service Delivery Operations, Senior Analyst: State of Massachusetts
December 2024 to February 28, 2025 Accenture, Albuquerque, NM
Core Responsibilities:
Supervise and monitor daily activities of call center agents
Assign all work assignments
Manage quality of work assignments
Document and track attendance
Document and track daily call metrics
Provide daily and monthly coaching opportunities
Answer program questions for agents on live-calls
Guide daily huddles
Service Delivery Operations, Senior Analyst: Change Management
February 2023 to December 2024 Accenture, Albuquerque, NM
Engage with Client Stakeholders on knowledge materials review
Engage with Client Stakeholders on ad hoc information updates
Develop and update knowledge materials for operations agents
Coordinate cross team communications
Manage training and compliance for Change Staff
Manage back-office operations processes
Process ad hoc peripheral equipment requests
Supervise and monitor daily activities of staff
Assign all work assignments
Manage quality of work assignments
Service Delivery Operations, Senior Analyst: On Shore Workforce Management
January 2022 to February 2023 Accenture, Albuquerque, NM
Assist with gathering all necessary data and reporting for forecasting input
Coordinate cross team communications
Establish weekly cadence for cross team compliance
Manage training and compliance for onshore WFM staff
Manage back-office operations processes
Supervise and monitor daily activities of on shore staff
Assign all work assignments
Manage quality of work assignments
Service Delivery Operations, Senior Analyst: Mi Via Line of Business
June 2021 to January 2022 Accenture, Albuquerque, NM
Core Responsibilities:
Supervise and monitor daily activities of call center agents
Assign all work assignments
Manage quality of work assignments
Document and track attendance
Document and track daily call metrics
Provide daily and monthly coaching opportunities
Answer program questions for agents on live-calls
Process Tier 2 escalated calls
Guide daily huddles
Mi Via Customer Service Representative
August 2020 to May 2021 Accenture, Albuquerque, NM
Core Responsibilities:
Assist New Mexico on the Mi Via waiver program with questions regarding plans and benefits
Answer questions regarding budgets
Assist employees of waiver participants regarding applications, time submissions for payroll
Assist Case Workers assigned to waiver participants
Respond to phone inquiries in a prompt, courteous and concise manner.
Document all encounters in clear and concise online logs
Transfer callers to other Contact Center units as needed
Meet individual performance standard
Perform other duties as assigned
Mi Via Customer Service Representative
February 2018 to August 2020 Conduent, Albuquerque, NM
Core Responsibilities:
Assist New Mexico on the Mi Via waiver program with questions regarding plans and benefits
Answer questions regarding budgets
Assist employees of waiver participants regarding applications, time submissions for payroll
Assist Case Workers assigned to waiver participants
Respond to phone inquiries in a prompt, courteous and concise manner.
Document all encounters in clear and concise online logs
Transfer callers to other Contact Center units as needed
Meet individual performance standard
Perform other duties as assigned
Medicaid Customer Service Representative
October 2017 to February 2018 Conduent, Albuquerque, NM
Core Responsibilities:
Assist New Mexico residents with applications for Medicaid, SNAP or LIHEAP benefits
Respond to phone inquiries in a prompt, courteous and concise manner.
Document all encounters in clear and concise online logs
Transfer callers to other Contact Center units as needed
Meet individual performance standard
Perform other duties as assigned
Secretary
November 2014 to March 2017 The Gilpin Law Firm, Albuquerque, NM
Core Responsibilities:
Answer multiline phone
Distribute incoming messages
Distribute mail
Order Office Supplies
Maintain Copier Supplies
Screen Potential Clients
Schedule Potential Clients
Maintain Client Database
Draft Correspondence
Temporary Employee, Provider Information Management Team
April 2014 to August 2014 Kforce Staffing & Solutions
Assigned to Molina Healthcare, Albuquerque, NM
Core Responsibilities:
Review submitted claims and update provider information
Review requests for provider information change/add/update
Maintain group database of provider information
Maintain provider confidentiality
Temporary Employee, Clerical Pool
November 2013 to January 2014 Excel Staffing Agency, Albuquerque, NM
Assigned to Presbyterian Healthcare Services Business Office
Core Responsibilities:
Submit laboratory charges for billing
Research ICD-9 codes and apply as appropriate
Data entry
Process and submit medical records for workman’s compensation claims
Continuous Pricing Accuracy, Senior Analyst
January 2010 to May 2013 Cardinal Health, Albuquerque, NM
Core Responsibilities:
Research of supplier cost contracts, group and local pricing issues and rebate discrepancies.
Research of customer pricing issues.
Interact with Sales Organization, Manufacturers, Field Service and Region teams via written and oral communication.
Coordinate and lead conference calls with sales representatives and region management to communicate results and action plans
Leverage customer knowledge to develop alternative solutions and shares key learning.
Builds customer relationships, interpret customer needs and assesses their business requirements.
Temporary Employee, Clerical Pool
August 2008 to January 2010 Excel Staffing Agency, Albuquerque, NM
Assigned to Presbyterian Healthcare Services Business Office
Core Responsibilities:
Research, Audit and correct corporate and patient accounts
Post Electronic payment adjustments and denials
Reconcile and resolve payment issues
Follow parameters of insurance and corporate contractual payment agreements.
Compile and validate all patient payment receipts.
Develop procedures for application of payroll deductions.
Develop and maintain confidential employee account files.
Research and reconcile hold log items.
Office Billing Specialist
July 2007 to July 2008 Central Business Office, LLC, Albuquerque, NM
Core Responsibilities
Read cardiology office visit dictation, verify diagnosis and apply appropriate CPT and ICD-9 codes.
Verification of procedures performed and diagnosis of procedures
Ensure pay-ability of diagnosis by various insurance payers.
Office Billing Specialist
April 2007 to July 2007 New Mexico Heart Institute Albuquerque, NM
Core Responsibilities
Read cardiology office visit dictation, verify diagnosis and apply appropriate CPT and ICD-9 codes.
Verification of procedures performed and diagnosis of procedures
Ensure pay-ability of diagnosis by various insurance payers.
Temporary Employee, Clerical Pool
January 2007 to April 2007 Staffing Solutions Albuquerque, NM
Assigned to New Mexico Heart Institute
Core Responsibilities
Post Electronic payments, adjustments and denials
Follow contractual agreements
Enter verified CPT and ICD-9 codes performed and diagnoses into patient accounts
Cash Processing Specialist
November 2004 to January 2007 Presbyterian Healthcare Services, Albuquerque, NM
Core Responsibilities:
Reconcile patient accounts
Post Electronic payments, adjustments and denials
Follow contractual agreements
Meet established daily goals and standards
Resolve payment issues
Compile and validate payment receipts
Train new employees in two posting systems.
Temporary Employee, Clerical Pool
July 2004 to November 2004 Excel Staffing Agency, Albuquerque, NM
Assigned to Presbyterian Healthcare Services Business Office
Core Responsibilities:
Reconcile patient accounts
Post Electronic payments, adjustments and denials
Follow contractual agreements
Resolve payment issues
Compile and validate payment receipts
Coordinator, Customer Service
May 2004 to July 2004 Pain Solutions, Albuquerque, NM
Core Responsibilities:
Make appointments for patients
Update patient information for appointments
Problem-solve with patients regarding accounts and charges
Verify information both personal and insurance
Follow-up on charges and process co-pays
Coordinator, Customer Service
May 2002 to May 2004 Lovelace Tramway Clinic, Albuquerque, NM
Core Responsibilities:
Make appointments for patients
Update patient information for appointments
Problem-solve with patients regarding accounts and charges
Verify information both personal and insurance
Follow-up on charges and process co-pays
Temporary Employee, Clerical Pool
April 2002 to May 2002 Excel Staffing Agency, Albuquerque, NM
Assigned to Lovelace Tramway Clinic
Core Responsibilities:
Front Counter Receptionist duties including; typing, filing, mail distribution, answering and transferring phone calls
Making appointments for patients
Updating patient information for appointments
Verify information both personal and insurance
Follow-up on charges and process co-pays
Student Records Clerk – Office of the Registrar
February 2002 to April 2002 University of New Mexico, Albuquerque, NM
Core Responsibilities:
Process requests for transcripts, student grad records, course descriptions and other information in accordance with privacy laws and university policies.
Order transcripts through a mainframe computer
Validates and distributes transcripts according to requests
Greet visitors in person or on the phone
Provide customer service with advice and guidance regarding the registration process
Process name changes and updates other academic and demographic information
Coordinator, Medical Residency – Department of Anesthesiology
May 1997 to January 2002 University of New Mexico, Albuquerque, NM
Core Responsibilities:
Assist with the recruitment of medical students to the residency program
Schedule interviews with medical students and faculty members
Arrange “interview days” for visiting medical students
Schedule and organize continuing education programs for residents and faculty members
Maintain and submit confidential competency reports to nation authorities
Verify training of residents and fellows in the Anesthesia and Pain Management Residency Program
Maintain confidential database of resident evaluations
Student Employee – Department of Anesthesiology
August 1993 to May 1997 University of New Mexico, Albuquerque, NM
Core Responsibilities:
Front counter receptionist duties including typing, filing, mail distribution, errands to other buildings on the Health Sciences campus
Answering and transferring calls
Sales Associate
June 1991 to August 1993 Kistler Collister, Albuquerque, NM
Core Responsibilities:
Ensure the highest level of customer service
Accurately process all cash, check and credit card transactions
Accurately complete shift opening/closing cash counts and related paperwork
Stock merchandise
Ability to run register, POS systems, credit card processors
Education
University of New Mexico – Continuing Education
September 2001 to May 2003
Certificate in Medical Administrative Specialist with courses in Medical Terminology, Human Anatomy, ICD-9 and CPT codes
University of New Mexico – Continuing Education
September 1997 to May 2001
Certificate in Desktop Publishing with courses in Adobe PageMaker, Photoshop and QuarkXpress
University of New Mexico
Fall 1992 to Fall 2000 University of New Mexico, Albuquerque, NM
73 credit hours in University Studies
References available upon request199
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