Professional Documents
Culture Documents
PROFESSIONAL EXPERIENCE
________________________________________
Unit Collections Manager 2007 to 2010
[SallieMae] Student Assistance Corporation, Indianapolis, Indiana -
Managed $50 million in monthly collections and oversaw
20 default prevention collectors actively pursue delinquent borrowers, averting
numerous defaults and thereby assisting schools in lowering their default rate.
* Ensures compliance with all applicable policies, procedures, laws, and regulat
ions to ensure that established corporate, client and divisional goals were met
and exceeded.
* Provided performance coaching and implemented strategies for career developmen
t
* Analyzed team and individual goals and statistics; developed and proposed stra
tegies, policies and procedures that ensured effective and efficient operation o
f the activities within my direct reports and the department at competitive leve
ls.
Account Executive Manager 2007 to 2007
DHL GlobalMail & SmartMail, Indianapolis, IN -
*Acted as primary link between the external clients and DHL GlobalMail, acting u
pon the information received from the client to meet their product request for p
roduct fulfillment.
*Other duties include create work instructions for other departments, research c
lient and their specific inventory issues, set up and procurement of new busines
s and accounts and set account priorities.
North and Central Region of Indiana Field Member Services Supervisor 2002 to 2
006
[United Healthcare Group] AmeriChoice, Indianapolis, Indiana -
Reponsibilities included: Managing up to 20 Benefit Adv
ocates in a north & central state region.
* Acted as liaison between Benefit Advocates and other departments, outside agen
cies, and OMPP: Office of Medicaid Policy and Planning, FSSA, or MCO representat
ives.
* Analyzed team and individual statistics; prepared reports
* Devised and implemented incentive programs to improve stats while maintaining
QA
* Trained team and peer supervisors on new program information and policies
* Collaborated with other Regional Supervisors to develop and implement departme
nt goals, objectives and procedures in accordance with program objectives and MC
O contractual responsibilities
* Recruit, interview, hire, and train new Benefit Advocate staff members.
Vacation Planning Supervisor 2002 to 2002
Resort Condominiums International, RCI, Indianapolis, Indiana -
*Oversaw a team of associates combining customer service and sales skills to ass
ist our members with planning resort vacations.
*Responsible for establishing and maintaining effective relationships with custo
mers and gaining their trust and respect.
*Focused team to be dedicated to meeting the expectations and requirements of in
ternal and external customers-acting with the customer in mind.
Indiana & Kentucky Beneficiary Assistance Customer Service Supervisor/Specialist
(PROMOTION) 1998 to 2001
[Anthem] AdminaStar Federal, Indianapolis, Indiana -
Acted as team lead for Indiana & Kentucky Part A and Part B Beneficiary Assistan
ce Department.
* Oversaw all daily activities of Customer Service representatives.
* Performed quality audits and other unit CPE measurements.
* Analyze team and individual statistics; prepared reports.
Customer Service Representatives III 1998 to 1998
[Anthem] AdminaStar Federal, Indianapolis, Indiana -
* Answered requests by phone, mail, or in person (
walk- ins) regarding MEDICARE insurance claims or policies.
* Other duties included Medicare Secondary Payer updates, Distribution conflicts
, and Fraud and abuse referrals.
(PROMOTION)(Interim) Unit Director 1993 to 1996
[The Boys & Girls Club] Central Unit of Greater Huntsville, Al, Huntsville, Al -
*Specialized in solving problems, answering questions, and interfacing with the
public.
*General supervision of a 10-person team in daily activities and the implementat
ion of any child awareness activities.
(PROMOTION)Computer Lab Asst. Director
[The Boys & Girls Club] Sertoma Learning Center, Huntsville, Al -
*Supervised a Two member team, and guided the development of children working ha
nds on with the Mac L.C. unit.
*Taught essential Learning skills through many educational games as well as beco
ming computer literateTeen Counselor
[The Boys & Girls Club] Central Unit of Greater Huntsville, Al, Huntsville, Al -
*Tutored, Created and designed activities for ages 6 through 18 years.
*Counseled Teenagers with everyday problems.
EDUCATIONAL BACKGROUND
________________________________________
B.S., Sociology, Minor: Psychology 1997
Alabama Agricultural & Mechanical University
H.S. Diploma, Liberal Arts 1989
Cathedral College Preparatory High School
PROGRAM DEVELOPMENT
________________________________________
* Spearheaded development, planning, Implementation and customer service strat
egies of company-wide Quality Call Monitoring Program (QCM) process improvement,
for AdminaStar Federals (Anthem) Beneficiary Assistance & (DMERC) Durable Medic
al Equipment Regional Carrier Departments. Resulting in a decreased call handle
time and after call time, and 30% reduction of Beneficiary complaints.
* Essential contributor in development, planning and State-wide strategies of
implementation for the Medicaid Select Program to all (DFR) Department of Family
and Children offices.
SYSTEMS KNOWLEDGE
________________________________________
* ACMS Systems
* IPAL Connection Systems
* ACD Reporting
* Concur Expense System
* Lucent CMS
* Aspect
* Lucent G3R
* FISS Systems
* Lexus Nexus Accurint
* AIM
* Blue Pumpkin
* Custom View Director
* Nortel Networks Symposium
* TCS
* Report Runner
* Crystal Reports
* Novell
* PeopleSoft
* Citrix
* SQL
* Kronos Workforce Timekeeper
* Borrower Pursuit System
* Avaya Predictive Dialer
* FastData Web
PROFESSIONAL TRAINING
________________________________________
* Conflict Management
* Sexual Harassment
* Project Management
* Time Management
* Resource Management
* Team Building
* Diversity In The Workplace
* Strategic Management
* Customer Service Excellence
* Leadership Training
* Seven Habits of Highly Effective People
* Problem Solving/ Decision Making
HONORS
________________________________________
* 2001, Outstanding Performance Award, Indiana & Kentucky Customer Service Dep
artment, [AdminaStar Federal] Anthem, Indianapolis Indiana. Annual award bestowe
d on Employee that has exemplified exceptional customer service and attendance.
* 2001, 2001 edition of International WHO'S WHO of Professionals, WHO'S WHO Hi
storical Society, Boston, MA
PROFESSIONAL REFERENCES
________________________________________
Erikka Smith-Yohler
Director of Carrier Operations, AdminaStar Federal, Inc.
National Government Services
Phone: (317) 908-0512
E-mail: Erikka_Yohler@Anthem.com
Danielle Bigsbee
Process Expert, WellPoint, Inc.
Office: (317) 287-7112
E-mail: Danielle_Bigsbee@Anthem.com
Tommy Roper
Business Analyst, AdminaStar Federal, Inc.
National Government Services
Office: (317) 414-9870
E-mail: Tommy.Roper@Anthem.com
Tiffany Graves
Sr. Unit Collections Manager
[Sallie Mae] Student Assistance Corporation
Office: (317) 213-4649
E-mail: Tiffany.Graves@salliemae.com
Shantel Malloy
Unit Collections Manager
[Sallie Mae] Student Assistance Corporation
Office: (317) 410-5461
E-mail: Shantel.Malloy@salliemae.com
Robert Flores
Unit Collections Manager
[Sallie Mae] Student Assistance Corporation
Office: (254) 231-9368
E-mail: Robert.Flores@salliemae.com