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Customer Service Support

Location:
Wheaton, IL, 60189
Salary:
55000
Posted:
October 07, 2025

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Resume:

ROBERT J MARSHALL

Wheaton, Illinois • 630-***-**** • ************@*****.*** • LinkedIn: linkedin.com/in/robmarshall-630/

SUMMARY

Strategic client support trainer and leader with over 25 years in healthcare, insurance, and non-profit organizations. Expertise in building client relationships while implementing solutions that enhance user experience and maintain regulatory compliance. Proven track record of improving customer satisfaction and operational efficiency while optimizing processes and managing stakeholder relationships.

SKILLS

Customer & Client Support Application Training, Customer Service, Organizational Operations, CRM Management, HIPAA Compliance, Data Analysis

Technical & Systems Process and Requirements Analysis, MS Office Suite, MS Teams, JIRA, Visio, UI Design, User Acceptance Testing

Leadership & Communications Client Communications, User Stories, Problem Solving, Team Management, Stakeholder Collaboration, Process Improvement

EXPERIENCE

Signify Healthcare, Dallas, Texas

Client Data Support Specialist, 2023-2024

Generated regular data quality reports for over 130 client companies, ensuring accuracy and HIPAA/CMS compliance while upholding strict confidentiality standards.

Investigated and rectified faulty or obsolete data sources, preventing potential issues and ramifications, enhancing data integrity and minimized client disruptions.

Resolved complex client investigations, ensuring resolution of issues and clear communication.

Caterpillar International, Chicago, Illinois

Service Business Analyst, 2022-2023 (Contract)

Consulted with international service providers, representing over 13,000 independent businesses, to gather and process accurate maintenance data.

Coordinated with industry experts to develop an improved service management system, streamlining operations and enhancing service delivery.

Crafted and refined over 60 Jira stories to translate technical requirements for development teams, enhancing stakeholder communication and ensuring precise project execution.

United Healthcare, Los Angeles, California

Call Center Implementation Manager, 2021-2022 (Contract)

Directed enterprise level implementation and training project to streamline the investigation and documentation processes for the national Quality-of-Care Grievance team.

Created an intuitive interface using UX & UI design principles, reducing investigation documentation time by 300% and improving user satisfaction.

Collaborated with over 500 investigative and medical specialists to augment and streamline workflows.

Advised investigation teams on best practices and planned the UI design to improve system utilization.

Awana International, Streamwood, Illinois

Product Owner, 2018–2020

Groomed over 800 unfinished Agile entries into appropriate epics and stories, enhancing project clarity and team productivity.

Planned and directed development projects to improve website user experiences based on evolving market and organizational needs.

Translated feature requests and improvement ideas into prioritized user stories and project backlogs, effectively addressing the demands of 18 business teams.

Advocate Healthcare, Oak Brook, Illinois

Helpdesk Support/Implementation Specialist, 2009-2018

Supervised implementation of Enterprise Electronic Health Record systems for over 30 medical specialties.

Completed over 200 implementation projects, including UX design and UAT testing, optimized best practices through needs analysis, application design, and onsite implementation support.

Trained over 2,000 medical and support staff. Created extensive user and training documentation for 37 specialties and all levels of medical staff.

Resurrection Healthcare, Des Plaines, Illinois

Applications Analyst/Trainer – Chicago based Healthcare Organization

Sequest Software Technologies, Lisle, Illinois

Application Implementation/Trainer – Electronic Medical Records Vendor

Operation Mobilization, Vienna, Austria

Communications and Public Relations – International Relief Organization

Paul Harvey Productions, Chicago, Illinois

Researcher and Feature Writer – Radio Newscaster and Commentator

EDUCATION

JOHN BROWN UNIVERSITY, Siloam Springs, Arkansas

B.S., Business Communications / Journalism - 1989

ILLINOIS INSTITUTE OF TECHNOLOGY, Chicago, Illinois

Certificate, Database Management - 2000

VOLUNTEER EXPERIENCE

Awana Ministry Leader – 14 years

Organized and led weekly church-based club for over 70 grade school children.

Summer Camp Cook – 5 years

Planned, organized and supervised meal preparation for over 200 campers each week.



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