Customer Service High School
Resume:
VALERIE C. FRUGÉ
***** ******* ****. ***. *** Woodland Hills, CA 91364
******@*******.***
Qualifications Summary:
Customer Service and Administrative professional with solid history of exceeding operational goals through project management, business analysis, and process improvement. Proven expertise in streamlining business processes to increase operational productivity. Decisive leader with proven success in strategy development and execution. Positive team leader with excellent communication skills and ability to motivate others while working under tight deadlines and in high pressure environments.
PROFESSIONAL EXPERIENCE:
M. FREDERIC CLOTHING- AGOURA HILLS, CALIFORNIA
June 2010 – June 2011 Administrative/Personal Assistant
Key Responsibilities:
Logging and printing out reports, collecting data entry, filing, handling internal department phone calls, as well as performing other clerical duties as needed. Create and process purchase orders and merchandise request. Reporting and logging merchandise inventory control.
APPLEONE STAFFING SERVICES- WOODLAND HILLS, CALIFORNIA
July 2009 – October 2009
Temporary Assignment with Motion Picture and Television Fund Sept. 2009- Oct. 2009
Key Responsibilities:
Handled customer service calls for patients and physicians who are affiliated with the Motion Picture and Television Industry and Health Network. Answered general questions involving physician schedules. Retrieved and forwarded messages from patients and physicians pertaining to scheduled and cancelled appointments, prescription refills and request, and patient authorization and referrals.
Temporary Assignment with Medtronic Minimed Corporation July 2009- Sept. 2009
Key Responsibilities:
Created, processed, and shipped diabetic supply and product orders to customers with diabetes. Provided accurate orders for customers in a timely matter, making sure customers received the correct supplies and products based on their diabetic needs.
HUMANA, INC.- Cincinnati, Ohio
May 2007- September 2009 Grievance & Appeals Production Lead Analyst (Promotion)
Key Responsibilities:
Provided coaching, guidance and leadership to associates; maintained proactive and strong communication with outside departments to ensure efficient, accurate and timely responses to internal/external customer needs; created and reported daily, weekly, and monthly reports on the associate’s case inventory to monitor timeframes and deadlines; administered writing skill assessments as the initial part of the interview process for the department; conducted department training for newly hired associates.
Accomplishments:
Identified reasons for variation in individual performance and took appropriate actions that resulted in improved performance. Provided descriptive and pertinent feedback on associate’s performance to upper level management for performance review initiatives resulting in two internal promotions. Audited and analyzed data to ensure achievement of compliance guidelines, which aided in the removal of barriers to success.
HUMANA, INC.- Cincinnati, Ohio
July 2005 – May 2007 Grievance & Appeals Analyst (Promotion)
Key Responsibilities:
Handled external Humana providers and members written and verbal inquiries; responded to all commercial appeals, grievances, and Department of Insurance inquires for the Ohio, Texas, Arizona, Kentucky, Indiana, Kansas, Florida, Wisconsin and Georgia markets.
Accomplishment:
Accurately resolved complex member, provider and employer claims, eligibility, referral status, and benefit inquiries resulting in promotion to Lead in Grievance Appeals Department.
HUMANA, INC.- Cincinnati, Ohio
October 2004 – July 2005 Customer Service Specialist
Key Responsibilities:
Specialized in taking inbound calls and answering questions about eligibility, benefits, claims and other common questions about health insurance policies and guidelines.
Accomplishments:
Responded to a high volume of calls while consistently documenting specific call inquiry information. Kept closely attuned to the needs and perspectives of customers and used this insight for the benefit of the business.
EDUCATION:
MARYMOUNT MANHATTAN COLLEGE, Communications Major New York, New York
SCHOOL FOR CREATIVE AND PERFORMING ARTS HIGH SCHOOL- CINCINNATI, OHIO
Contact this candidate