Customer Service Quality Control

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PHONE 757-***-**** • E-MAIL ********@*******.***

SHAWANNA N. UTLEY

AREAS OF SPECIALTY

.Mental Illness .Psychosocial Disorders .Substance Abuse

EDUCATION

Onondaga Community College May 1999

Associates Degree: Computer Information Systems

Hunter College October 2004

Certificate: Customer Service Area of Specialty: Programming

Strayer University ( currently enrolled )

Bachelors Degree: Computer Information Systems

MILITARY EXPERIENCE

US ARMY, Fort Drum New York January 2001- April 2003 Unit Supply Specialist

WORK EXPERIENCE

Riverside Behavioral Health Center April 2008-July 2011 Registration Representative Admissions & Assessments Dept

MediTech preadmission screening, patient demographic information, & insurance verification with accuracy and in a timely manner. Coordinates Behavioral Health Services, including Emergency Room Department, Respond Department, Acute Inpatient and Outpatient Units. Provides Quality Customer Service to patients, visitors, and fellow employees. Coaching. Leadership. Interpersonal Skills. Empowerment. Ethical Behavior/Integrity.

Social Services-Case Manager April 2005-April 2008 ICL-East House and SCO-Renaissance Women’s Residence

Provide therapeutic intervention services to homeless adults & families suffering from Mental Illness and/or Substance Abuse, using individual, family and group treatment. (Includes Service Plans, Monitored Medication, Psychiatric Intervention and various treatment groups). Focus on Rehabilitation and Recovery providing community contacts for Housing, Skill and Family Development. (Includes Education and Skill Enhancement Programs)

Excellus BCBS of CNY August 2003-December 2004 Customer Service Rep

Quickly and effectively resolved customer inquiries via telephone, walk-in and email. Demonstrated flexibility with scheduling to meet customer demands. Support sales reps in opening new accounts and upgrading existing service. Acted as a liaison among customers, business partners, and contract plans in a professional, self-directed manner to ensure and promote customer satisfaction. Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

REFERENCES

Available Upon Request

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