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Call Center Manager / Customer Service

Lake Worth, Florida, 33467, United States
March 20, 2011

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Valerie J. Scope

**** ***** ********

Lake Worth, FL 33467

Ph 561-***-****


I am seeking a challenging career opportunity, which will allow me to utilize my vast expertise and unique creativity to benefit the employer and their customers.


October 2009 – Present

Levin Home Care, Delray Beach, Fl

Accounts Receivable Manager / Insurance / Collections

Primary duties include: Account management and maintenance, Forecasting and projecting lost/recovered revenue, Utilization of telephone and on-line tools, Accounts receivable reconciliation plans and implementation, Unpaid claims resolution strategies, Processing rebilling, Appeals management and/or refunds distribution, Long Term Care Claims resolution, Managing third-party payments and adjustments, Administering patient and insurance correspondence, Interpreting and communicating credit policies and procedures, billing practices, insurance submission and out-of-pocket patient responsibilities, Delinquency analytics, Process reengineering, Managing data integrity.

Other qualifications include:

Experienced with Visitrax, MS Office Suite, Microsoft Small Business Financials, Peachtree and QuickBooks

M.S. Workstation setup and Software/Hardware trouble shooter

Flexible team player who thrives in environments requiring ability to effectively prioritize and execute multiple projects simultaneously

Proven relationship-builder with unsurpassed interpersonal and customer service skills

July 2005 – March 2007

Levin Home Care, Port St. Lucie, Florida

Client Service Associate & Staffing Agent

Responsibilities included: Built and maintained relationships with clients, Managed initial client intakes, Recruited and attracted Home Healthcare candidates, Customer service delivery via telephone, email and in person, Scheduled potential candidates for interviews, Electronic data management and maintenance, Designed and facilitated administrative staff training on new software packages, Various administrative and special efficiency projects.

Scope, Valerie

August 2002 – July 2005

Professional Benefits Solutions, Laurel, Maryland

Client Service Associate / Licensed Life & Health Insurance Producer

Responsibilities included: Created strategic benefits presentations, Employer plan administration and billing, Tasked with addressing and resolving client questions regarding plan options, claims resolution, appeals, research and adjustments, Special liaison with providers to ensure payments, Conducted annual market analysis to determine “Best fit” plans, Generated cost benefits analysis, Facilitated recommendations to brokers, Benefits presentation package production, Produced annual renewal meeting presentations and Provided administrative assistance to senior service representatives.

October 1995 – August 2002

Focus Telecommunications, Burtonsville, Maryland

Director of Call Center Services

Responsibilities included: Generated and analyzed call center reports, Ensured accurate staffing ratios, Resolved client issues, Maintained data accuracy, Identified deficiencies in the inbound call center, Designed and implemented new operational efficiencies, Increased company revenue within the inbound call center from $900 per billing cycle to $28,000 per cycle, Provided primary customer contact for 40-45 clients, Supervised software programmer/trainer and the order fulfillment manager, Developed customer service guidelines and the training program for customer service representatives, Three years experience as a shift supervisor of call center, Technical manager of a 12-user network, General maintenance of workstations, setup and troubleshooting, Performed routine maintenance on all the call center workstations and the fulfillment department computers.

February 1991 -November1994

Alaska Commercial Company, Anchorage, Alaska

Executive Assistant / Office Manager

November 1988 – February 1991

Alaska Insurance Brokers, Anchorage, Alaska

Insurance Administrator


Chugiak High School, 1987

Chugiak, Alaska

Various college courses including: Information systems, insurance and business

Scope, Valerie


INFORMATION: Continuing Professional Education Courses

12-02 – Licensed Resident Producer, Life & Health, State of Maryland

10-97 - Excelling as a First-Time Supervisor by ETC Career Track

03-98 - PI2000 Basic System Administration by Professional Tele-data

07-99 - Winners Circle Seminars by Tele-services Management

04-00 - Troubleshooting and Maintaining PC's by National Seminars Group

07-01 - Managing Difficult People by Padgett Thompson

11-01 - Management Skills for the New Supervisor by Padgett Thompson

07-02 - Supervising Off Site Employees by Padgett Thompson

References available upon request

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