Relationship Professional

Shell Bubb

Relationship Management Customer Success Healthcare

Operations Program Leadership

Executive Profile

Relationship-focused professional with more than 20 years of experience helping individuals, families, healthcare organizations, and customers navigate complex situations while building long-term, trusted relationships. Proven success leading teams, managing operations, coordinating multidisciplinary programs, educating customers on Medicare and health insurance, resolving complex issues, and delivering exceptional customer experiences. Executive Qualifications

Customer Success & Member Retention • Relationship & Account Management • Healthcare Customer Experience • Medicare & Health Insurance Expertise • Customer Advocacy • Cross-Functional Collaboration • Program Coordination • Team Leadership • Operations Management • Executive Communication • Conflict Resolution Career Highlights

• Guided 100+ residents and families through Medicare Part D enrollment.

• Educate patients daily on Medicare, Medicare Advantage, and commercial insurance benefits.

• Led teams of approximately 20–30 employees in high-volume operations.

• Coordinated with healthcare providers, insurance companies, pharmacies, law enforcement, and community agencies.

• Built lasting customer relationships through education, advocacy, and problem resolution. Professional Experience

Customer Service Representative — Joint Active Systems Guide patients through Medicare, Medicare Advantage, and commercial insurance benefits while resolving complex questions and building long-term customer relationships. Account Manager / Dietary Manager — Healthcare Services Group Managed customer accounts within a healthcare environment while partnering with facility leadership to ensure exceptional service delivery and resident satisfaction. Social Service Director — Lakeland Rehabilitation & Healthcare Center Primary liaison for residents and families; coordinated interdisciplinary care and assisted more than 100 residents and families with Medicare Part D enrollment. Senior Protective Services — Effingham County Committee on Aging Managed complex adult protective cases while collaborating with law enforcement, healthcare providers, and community agencies.

General Manager — Pizza Hut

Directed staffing, budgeting, scheduling, inventory, training, customer satisfaction, and financial performance.

Fuel Island & Deli Manager — Petro Travel Center

Managed high-volume food service and retail operations including supervision, inventory, purchasing, scheduling, and customer service.

Education

Bachelor of Arts in Psychology

Eastern Illinois University

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