Customer Service Representative

PAMELA WILSON-CARUTHERS

Seffner, Florida ***** 813-***-**** adymyq@r.postjobfree.com

MANAGEMENT PROFESSIONAL

SUPERVISOR TRAINER OPERATIONS RELATIONSHIP BUILDING SIX SIGMA

Strong sense of possibility, approaches new challenges with optimism and a positive attitude

PROFESSIONAL PROFILE

Versatile leader with 15+ years of management and supervisory experience in various industries including legal, career readiness, and insurance. Demonstrated sensitivity, knowledge, and understanding of the diverse academic, socioeconomic, and cultural backgrounds of individuals served. Promote a spirit of teamwork and idea sharing to maximize individual contributions within a team environment. Exhibits integrity, ethical conduct, honesty, and professionalism.

Develop policies and procedures, ensure compliance requirements, and contribute to innovative vision related to growth and development of student experiences and outcomes.

Strong training and motivational skills – provide leadership to engage team members to achieve goals.

Identify and address operational and employee issues to resolve problems.

Research, compile, analyze, and prepare a variety of fiscal, statistical, and administrative reports.

Ensure new program development is progressing according to approved budget and in compliance with proposed scope of work and timeline.

Communicate effectively with team members and internal departments to ensure seamless process improvement and implementation.

Able to analyze individual barriers to success in order to create individualized action plans.

CORE COMPETENCIES

Program Design Program Development Process Improvement Compliance Operational Streamlining

Staff Development Staff Management Team Leadership Conflict Resolution

Database Management Reports Record-Keeping Administrative Tasks

Allied Healthcare Post-Secondary Online Education Relationship Building Training and Development

Interdepartmental Communications Intradepartmental Communications

Quality Assurance Call Center Customer Service Monitoring

PROFESSIONAL EXPERIENCE

Children’s Home Network – Tampa, FL 10/2019 – Present

Program Support Specialist

Works directly with the Program Director on tasks as assigned that support the operations of the SEEDS program

Works within the philosophy and guidelines of the Family Support Network and Children’s Home Network

Handles incoming calls and mail for the FSN, and distributes as required

Coordinates the client filing activity and supports the SEEDS Team to ensure that all client files are properly closed and transferred to a green binder for appropriate storage in accordance with HIPAA rules and regulations.

Works with the SEEDS Team to prepare and mail administrative Services Organization Voice and Choice letters to SEEDS Participants. Uploads a copy of the letter(s) into the HER system for record keeping

Generates and mails 10-day letter to participants who have not responded to outreach efforts. Uploads this letter into the EHR system for record keeping.

Organizes and sends school report on a quarterly basis in order to notify local schools of the students’ status with SEEDS.

Assists with the SEEDS “How Did We Do Survey” data for quarterly Performance Quality Improvement Report.

Maintains inventory of program supplies. Generates and submits supply orders as needed.

Ultimate Medical Academy – Tampa, FL 02/2012 – 06/2019

Senior Training Specialist II (02/2015 – 06/2019)

Support company commitment to quality and integrity – deliver high quality onboarding, training, and demonstrations for new

employees in various specialties including, Mock Interview Specialists, Learner Service Advisors, and Classroom Support Specialists.

Assess training needs, and mentor, observe, support, and evaluate new hires.

Create Standard Operating Procedures (SOP) and develop and maintain training manuals.

Participate in strategic planning, program reviews, and program analysis.

Research, compile, and summarize data and make recommendations as appropriate.

Utilize various databases and computer technologies (Blackboard Learn, CampusVue, ZOHO, and iDash).

Manager – Career Readiness (12/2012 – 02/2015)

Managed team of 15 – 20 employees, supervised day-to-day operations, communicated best practices, and implemented goals and objectives.

Established methods to provide effective customer service, and ensured policies and procedures were followed.

Evaluated performance of staff, interviewed and selected employees, and counseled and terminated personnel.

Handled administrative duties, prepared reports, maintained accurate attendance logs, monitored calls for quality, and handled escalated call issues.

Coca-Cola Refreshments – Brandon, FL 05/2010 – 01/2012

Customer Service Representative II / Human Resources

Administered various functions with department including maintaining files, managing personnel records, and providing administrative support.

Provided support for employee questions related to payroll, and time and attendance.

Processed payroll adjustments, handled Kronos PTO accruals, trained new employees, assisted with intake projects, and provided accurate information to internal and external customers.

Effectively communicated processes to help customers navigate through ESS and MSS.

Morgan and Morgan Law Firm – Tampa, FL 07/2007 – 08/2009

Case Manager

Handled independent caseload in excess of 100 personal injury files, and successfully exceeded firm settlement goals by more than 30% on a quarterly basis.

Investigated and navigated cases from intake through to settlement.

Interfaced with clients regarding case and state laws, and served as liaison between client and providers in bill balance reduction measures.

Knowledgeable in all areas on No-Fault, Premise Liability, and Product Liability law.

Proficient in obtaining and resolving liens including Medicaid, Medicare, Worker’s Compensation, ERISA (Employee Retirement Income Security Act), and Group Health Insurance.

Trained new case managers in the profile software system.

Kennedy Law Group – Tampa, FL 09/2006 – 07/2007

Legal Assistant

Handled initial client intake, opened cases in computer programs and hard copy files, requested and organized medical and insurance information, and scheduled appointments.

Liaised between attorneys and clients, medical providers, and insurance companies.

Strong knowledge of auto, home, and business insurance policies.

GEICO Insurance – Lakeland, FL 11/2002 – 09/2006

Claims Adjuster

Handled nationwide customer claims, processed payments, processed subrogation demands and payment recovery, and communicated effectively with all parties involved in accident.

Quest Diagnostics (Smith Kline Beecham) – Tampa, FL 09/1999 – 08/2002

Supervisor – Billing Center

Managed unit operations with a staff of 25 employees, oversaw workflow processes, and interviewed candidates.

Monitored employee calls for quality and compliance, conducted weekly one-on-one sessions, provided coaching and feedback, and maintained administrative documents.

Designed and developed pilot teams for specialized areas including Web Site, Peer Interviewing, Quality Enhancements, and Monitoring.

Implemented employee morale programs and coordinated activities to improve and enhance standards.

ADDITIONAL PROFESSIONAL EXPERIENCE

XPEDX (Zellerbach), Tampa, FL National Account Manager 07/1997 – 09/1999

Capital One, Tampa, FL Customer Service Associate 06/1996 – 07/1997

P.M.S.I., Tampa, FL Supervisor – Customer Service 02/1989 – 07/1995

EDUCATION / PROFESSIONAL DEVELOPMENT

Tampa Bay Vocational & Technical High School, Tampa FL Certificate of Completion of Nursing Assistant and CPR

Dale Carnegie Management Seminar Controlling Worry Seminars

Self-Paced Supervisory Training Program Diversity Training/Six Sigma AECR Training

GEICO Insurance Completion of Basic Supervision Training

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