I am presenting my skills, work ethic, achievements, technical skills and abilities.
Apr 2014 - Present
Customer Success Manager
Aug 2014 - Present
Aol Open Contributor
Oct 2013 - Apr 2014
I worked with Sonoma Partners to assist with converting the company CRM from Microsoft Dynamics to Salesforce.com.
- Salesforce Chicago - Administration Essentials for New Admins ADM-201 (3/24/2014-3/28/2014)
Mar 2009 - Oct 2013
Provide tier one Microsoft Server 2000, Microsoft Server 2003, and Microsoft Server 2008 server support via phone and email to users to over four hundred contracted hospital facilities across the country. Provide Cisco WebEx remote desktop support to end users. Create a case for each point of contact in Salesforce.com CRM resolve and close cases in a timely manner, escalate to technical specialists as needed. Telecommute (as needed) via VPN using a Mitel 5212 ip phone. Worked the Network Operation Center (NOC) desk weekly until 4/1/11, was responsible for monitoring servers and resolving issues while taking queue calls from customers. Work in Salesforce.com Customer Relationship Management (CRM), Windows 7 Enterprise, Office 2010, SQL Server Management Studio 2008.
Apr 2013 - Sep 2013
Social Media Manager
Knight Ventures, LLC
I handled all social media channels for the following companies: Fair Mechanics, Neighborhood Nerds, 11 Farms, CoWorkKnox, DBR Systems, and Russell Knight Properties, LLC.
Jul 2011 - Mar 2013
Community Manager / Blogger
Created blog entries weekly, and managed a nationwide social media campaign that was featured twice on QVC.
Jan 2008 - Jun 2012
Social Media Manager
Duties include maintaining company email, all social media accounts.
- Linked In
- Yellow Book company website
- Search Engine Optimization (SEO)
Nov 2008 - Mar 2009
Medicare Data Analyst
After acquisition of PHP/Cariten Healthcare by Humana Inc., on November 1st, 2008, continued to perform the duties of the Medicare Data Analyst. I resigned amid the mass layoff situation before our new job roles were redefined so I could take my current position at The White Stone Group Inc.
Oct 2007 - Oct 2008
Medicare Data Analyst
Transmitted from the Centers of Medicare and Medicaid Services for the Eligibility department. Medicare Data Analyst also worked numerous coordinated tasks that are required to be completed in a timely manner per the Centers of Medicare and Medicaid Services guidelines and schedule.
Download & upload numerous weekly & monthly files from the Centers of Medicare & Medicaid Services Gentran email system.
Submitted enrollment data to Centers of Medicare & Medicaid Services, per guidelines and regulations.
Responsible for all facilitated enrollments & automatic fully dual eligible enrollments.
Knowledgeable regarding all Centers of Medicare & Medicaid Services enrollment election types.
Assigned by manager & CFO, to work 2006 & 2007 multi-million dollar reconciliation Prescription Drug Event errors on deadline for submission to pharmacy vendor before CMS deadline.
Submitted access to the MARx database, & the Gentran email system for submitting and downloading weekly and monthly files that were processed by CMS for enrollment and Covenant Health's IT department.
Submission access to SouthData third party payment coupon vender. Approved payment coupon proofs for 46,000 + membership & sent them to my manager for final approval.
Met once per week with Covenant Health’s IT business analyst & senior programmers to discuss end user issues that require CMS quarterly updates to remain compliant.
Submitted to third party IntegriGuard Company to adjust enrollment data for retro enrollments, pbp changes, and enrollment cancellations.
Assisted IT / programmers with the design and development of the .NET / SQL based Lead Tracking Maintenance System upgrade.
End user tester for IMAXSOFT/amisys01 release
Led departmental team in preparation for company wide Medicare audit.
Established departmental training procedures & guidelines per Medicare guidance.
Proficient SharePoint 2007, Amisys02, SunGard EXP, Lead Tracking Maintenance System (LTMS)
Sep 2006 - Oct 2007
Medicare Member Education Representative
Assisted the Medicare Member Education Coordinator with setting up & conducting member education meetings held at various East Tennessee locations. Position required a Tennessee Accident & Health Producer License to be able to conduct official business with membership.
Provided answers to an array of benefit & membership questions in a timely manner.
Conducted outbound calls to newly enrolled members to provide them with answers to various Medicare/HMO/PPO/Commercial health care benefit questions and to assist members with completing a health assessment survey; schedule, prepare & mail a various assortment of letters and documents as needed or requested on daily basis.
Received inbound member & provider calls regarding member benefits, pharmacy questions, & confirming eligibility & benefits whenever asked by supervisor to assist maintaining the department average speed of answer customer service levels per Medicare guidelines.
Designated as the point of contact for our department, Service Excellence Team to assist the finance department with contacting members regarding billing issues such as direct debit adjustments, payment arrangements, Social Security withhold, past due payments.
Selected to complete telephonic change of plans on a recorded line for members that wished to do so during the Annual Enrollment Period.
Assigned to work with members when they came into our office with questions regarding claims, billing, premiums, etc.
Contacted newly enrolled members and provide them with answers to various Medicare/HMO/PPO health care questions & to assist members with completing a health assessment survey.
Scheduled, prepared and mailed an assortment of letters and documents as needed or requested on daily basis.
Assisted finance department with contacting members about billing issues such as direct debit adjustments, payment arrangements, past due payments.
Scheduled & mailed late premium notice letters to members.