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(EMAIL AVAILABLE)Street Address  Rising Sun Rd., #1Camden, DE Street Address
PHONE NUMBER AVAILABLEPROFESSIONAL EXPERIENCEAetna Inc, Dover, Delaware 1999  PresentCustomer Care SpecialistCommunicate with approximately 100 customers daily from 50 national accounts for a diversified portfolio of health insurance claims and benefits. Research and resolve customer, and provider, concerns by consulting appropriate health care plans that include Medicare, PPO, Total Health Plus Medicare Health Fund, Dental Flex and State and Federal Regulations . Proficient with medical terminology and medical billing codes that include CPT-4 and ICD-9 codes. Assist customers by correcting claim errors in order to facilitate the resolution of the claim. Attend weekly training meetings and read and follow policy bulletins. Receive quarterly bonuses by obtaining at or above 96% quality performance level. Excellent verbal and written communication skills.Nations Bank, Dover, Delaware 1997  1999Financial Service Asst. Supervisor Respond to member/nonmember financial requests in all aspects of banking transactions. Execute duties withattention to accuracy and customer satisfaction. Up-sell financial products and services. Effected greater than 50% closure rate. Maintain knowledge of, and comply with, all federal/state laws and regulations applicable to the financial institution, including compliance with the Bank Secrecy Act. Provide second level support by fielding escalated calls and supervising associates regarding customer service solutions. Excellent customer service skills. Achieve an above average rating on performance appraisals.Dover Limousine, Dover, Delaware 1995  1997Transportation Dispatcher Dispatch drivers for the purpose of meeting customer needs. Communicate information and instructions to drivers by advising drivers of situations that impact scheduled transportation. Resolve schedule problems by ensuring all driver routes are handled. Respond to vehicle emergencies by making recommendations and/or referrals for solution. Review for accuracy and process payroll.Wawa, Cheswold, Delaware 1993  1995Assistant Manager Manage the hiring, training, coaching and performance of customer service associates.. Provide subject matter expertise in the area of customer service programs including cash management, point of sales maintenance, product counts & scan audits. Maintain perpetual inventory, vendor processes and housekeeping. Ensure the 24/7 execution of all customer service programs & processes. Ensure execution of established safety, security, quality and store operations policies, procedures and practices. Analyze customer service results and trends to prepare action plans. Coordinate daily customer service assignments and activities of associates.Thoms Bait & Tackle, Cheswold, Delaware 1990  1993Owner/Manager Own and manage entire store operation for startup retail store. Ensure a pleasant shopping experience for all customers, responding to customer complaints or inquiries, and soliciting customer feedback and input. Handle inventory control, vendor accounts and merchandizing. Analyze daily sales receipts in order to buy and maintain inventory of over 500 SKUs to ensure profitability. Plan, develop and coordinate promotional campaigns. Educate self on industry trends and products.Capital School District, Dover, Delaware 1981  1990Food Service Manager Supervise 15 employees providing food service at two school cafeteria sites. Provide quality nutritional meals daily for approximately 1,000 students. Interact with people at all levels of the organization including students, teachers and administration. Cross train staff on all aspects of food service. Review inventory and requisitions and purchase food and kitchen supplies as required by anticipated volume and budget. Prepare various reports for the district food service supervisor.EDUCATION:Burlington County Vocational Technical High SchoolMt. Holly, New JerseyTechnical TrainingWawa Management CourseCertificate in Management, Delaware Technical and Community College, Dover, DEFood Service Training, Delaware Technical and Community College, Dover, DECertificate in Insurance Control, Aetna, Dover, DEComputer SkillsMicrosoft WordMicrosoft OutlookInternetAetna and Nations Bank Proprietary Systems