Customer Service & Client Support Leader

FELICIA R. OSBORNE

**** ** **** ******, *** A** 689-***-****

Ocala, Florida 34470 ********.******@*****.***

OBJECTIVE

To obtain a customer service position leveraging my strong communication and problem solving sklls to enhance customer satisfaction and drive positive outcomes. EDUCATION

New York Institute of Technology (NYIT), New York

B.S. Management of Information Systems May 2007 - GPA 3.0 Walden University – online

M.S. Mental Health Counseling (MMHC)

Expected Graduation – October 2013

Certified by State of New Jersey - HIV testing & counseling PROFESSIONAL EXPERIENCE

ResultsCS (Remote) Winter Haven. Florida – October 2025- Present

• Provided inbound customer support for Florida Medicaid members, utilizing state management databases to resolve inquiries and update member information

• Assisted Members with demographic updates, interpreter services, Primary Care Provider changes, and benefits education using NPI lookups and Power BI systems

• Maintained accurate documentation, explained billing and coordination of benefits, and identified opportunism to promote additional products and services while delivering exceptional customer service Bethel Family and Youth Services, Inc., New Jersey, 2008 – 2021 CEO/Executive Director

• Provide leadership and guidance to organization, including developing budgets and reporting, and maintain best practices

• Maintain a succession plan for key management team members

• Serve as a liaison between the board and staff, and may be an ex-office member of the board of trustees

• Ensure the organization complies with quality standards

• Facilitate communication among stakeholders, such as board members, staff, patients, and community leaders

• Build strategic partnership

• Evaluate financial performance areas for revenue growth Executive Board Member-DAS Licensed Outpatient Drug Counseling Agency

• Counselor for intensive outpatient, outpatient, partial care, and domestic violence mandated clients

• Write DAP notes and help recommend resolution to problems for the clients

• Perform Pre-screening to walk ins, and referrals

• Created agency website

AT&T- Paramus, New Jersey, June 1998 – September 2013 Metrics & Reporting Analyst, 2008-2013anage the communication and development of reporting needs by our clients

• Create pivot tables within Excel, filters, charts, formula manipulation for raw data for call center statistics

• Maintained database in Access which includes raw data delimited files, table joins, query writing, which include writing SQL for data manipulation

• Demonstrate report design and presentation for ease of usability for the end user

• Create monthly performance metric reports for and Business Care organizations

• Requested to develop ad hoc reports based on customer requirements to measure metrics Business Mobility CS Operational Sr. Analyst, 2004-2008

• Team was challenged to reduce manual/discretionary credits & adjustments by 10% within six months to our mobility call center, target was exceeded by decreasing credits & adjustments by $15.9M or 49% per month, exceeding the $3.3 M (10%) target was accomplished

• Design and produce monthly online call center report tracking events to measure online performance National Tax-Exempt Sr. Analyst, 1998-2004

• Processed tax exemption requests nationally for government, non-profit or other charitable organizations which were received through mail correspondence, fax and email for internal and external customer

• Maintained working knowledge of tax exemption laws to assist customer request through several internal software programs which contributed to credit reduction of $120,000/year for the company

• Internal and external audit preparations

REFERENCES: Available upon request

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