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Microsoft Outlook
I currently use Microsoft Outlook for my work email. I often have to respond to meeting requests, update personal and team calendars as well as perform various other functions. I am currently enrolled in a SkillSoft trainign course to increase my Outlook proficiency.
Microsoft Publisher
I have utilized Microsoft Publisher to make multiple markerting brochures as well as job aids and handouts for customers. Continually increasing my skills in Publisher.
Microsoft Excel
I genuinely enjoy working in Microsoft Excel. I frequently utilize Excel to create and maintain spreadsheets. I can easily format and manipulate information within Excel. If I run into an issue, I work endlessly to resolve it or find a work around. My Excel knowledge is frequently utilized by my fellow associates and management as well as external entities.

Work experience

Senior Customer Service Representative/Loan Retention Specialist

World Savings

Started as outbound call representative, After 3 months volunteered to become an inbound customer service representative. Due to skills and knowledge pulled back to outbound department to be loan retention specialist in new outbound call campaign.

•Utilized interpersonal skills to explain new loans, loan options, equity lines of credits and payment schedules.

Oct 2008Present

Tricare Service Representative 1

Humana Military

Assist beneficiaries face-to-face at TRICARE Service Center. Given increasingly more responsibility including administrative work for management. Demonstrates leadership by taking initiative, problem-solving and training incoming employees. Develop comprehensive job aids, procedural documents and educational brochures.Recipient of company award for going above and beyond to support business needs.

  • Awarded 2011/2012 Summit Award(1 of 10 recipients out of 40, 000 employees) received $5,000 award; 2011 Humana Military Star recipient ($200 award); 2012 Received first Humana Military Presidential Leadership Examples Going On (L.E.G.O.) all for traveling to cover other offices, often on short notice as well as outstanding service.
  • Presented 16 TRICARE briefings in 2013 to audiences of 1 to 30, including briefings to high ranking military officials.
  • 1 of 2 TSR1s (out of 250) asked to collaborate with colleagues on process improvement committee.
  • Develops and maintains moderately complex spreadsheets.
  • Collect data and generate management information reports and graphs, often on little notice.
  • Supports development and modification of presentations. Created various presentations autonomously.
  • Demonstrates exceptional verbal and written communication skills in documentation of beneficiary contacts, assisting 3045 beneficiaries in 2013 often handling highly confidential and time sensitive information on a daily basis..
  • Utilize Microsoft Outlook to participate in team calendar as well as schedule and respond to meeting requests.
  • Demonstrated ability to exercise good judgment and discretion, analyzing and resolving confidential, difficult and sensitive situations with diplomacy and tact.
  • Traveled 68 days from 2009-2012 to support other offices and attend company conferences.
  • Coined 4 times by high ranking military officers in recognition of outstanding service.
  • Developed claims teaching tool to assist with empowering beneficiaries to understand their claims.
  • At the request of Randolph Clinic developed handout with important contacts that they can pass out to patients.
Jan 2007Oct 2008

Healthcare Finder

Humana Military

Responsible for entering medical referrals for TRICARE by utilizing correct documentation. Exceeded all company and government standards through utilization of extensive knowledge of systems, medical coding and policies and procedures. Exercised exceptional relational and training skills as preceptor and trainer for incoming employees for team of 15.

  • Entered approximately 50-80 referrals a day, exceeding contract requirements by 200%.
  • Scored 100% on all monthly audits.
  • Provided administrative support for management by acting as team auditor on a semi-monthly basis.
  • Supported process improvement projects in system transition, acting as liaison between trainers and fellow associates.
  • Created and maintained job aids that were implemented within my team.
  • Responsible for accurate data input from documents ensuring that highly confidential and time sensitive information was handled appropriately.
  • Based on abilities given additional duties to support the team including specialty referrals and computer software questions.
  • Amassed resources in order to find solutions to problems and shared them making the team more efficient.
  • Took the initiative to create documents that enhanced job and performance.
Apr 2006Dec 2006

Temporary Employee

Frost Bank/LeadingEdge Personnel

Originally hired to prepare checks for scanning and data entry. Due to task mastery asked become a check imaging/sorter machine operator then asked to train incoming employees on department processes and procedures.

Dec 2003Sep 2006

Patient and Surgical Care Coordinator

Kennth L. Piest, MD

Initially hired as patient care coordinator and visual field technician. Within six months was given additional responsibility and became surgical care coordinator after the nurse who responsible for scheduling surgeries left the practice. Handled patient billing on a weekly basis and increased patient payments by 50% by utilizing $20 billing tool.

•Coordinated and maintained patients’ appointments and records as well as completed subpoenas and records request.

•Scheduled surgeries with facility and patients including coordination of any required pre-operative testing.

•Created financial analysis which was utilized in business plan.

•Employed outstanding interpersonal skills in day-to-day patient relations, coordinating the activities of diverse functions including answering multi-line telephone system, assisting the physician and patients.

•Completed several continuing education seminars as well as computer based trainings on topics such as Medicare.

•Created cosmetic marketing brochure utilizing Microsoft Publisher skills.

•Developed and implemented training and procedure manual.

Dec 2001Jul 2003

Receptionist/Administrative Assitant

Enterprise Rent-A-Car

Temporary contract bought out by Enterprise due to exceptional service provided to them as a temp. When there was not enough work to keep me busy in my department I sought additional work on my own from other departments. Awarded 11% pay increase after providing an 8 page list of duties and work that I performed on a regular basis.

•Applied internal and external customer service skills to answer multi-line telephone system and greet visitors routing calls and emails to appropriate staff members.

•Performed administrative assistant duties creating and maintained filing system, updating employee information and organizing the file room.

•Utilized exceptional Microsoft Excel skills to create, analyze, and manage spreadsheets.

•Maintained calendars and call lists.

•Employed coordination skills to manage activities with diverse functions while providing assistance to Accounting, Recruiting, Loss Control and Corporate Marketing departments.

•Assisted in various types of departmental projects, including company-wide initiatives.

•Completed continuing education courses such as, Secrets to Being a Front Desk Superstar.

•Took initiative and created and implemented receptionist training and procedures manual.

•Used interpersonal skills to interact with peers and executives on a professional level

•Strong interpersonal skills as demonstrated by the ability to effectively partner with all levels of management, employees and external clients.

•Supported off-site locations via remote.

•Maintained filing system for key documents.

Jul 2001Dec 2001

Temporary Employee

LeadingEdge Personnel

•Enterprise Rent-A-Car in the Human Resources Department (3 week assignment)

§Job responsibilities included creating and maintaining filing system and organizing the file room.

§Assignment extended due achievements such as reorganizing the file room.

•Travelocity (3 month assignment).

§Led a team of 16 temps at Travelocity, managing incoming refund requests after 9/11, impacting hundreds of thousands of customers for Travelocity with ticket values of several million dollars.

§Created and coordinated an improved refund process resulting in quicker refunds of tickets following 9/11.


Sep 2011Present

B.S. Information Technology

Walden Univserity


Jeannie LeDoux

Jeannie was my supervisor at Humana Military for approximately 3 years. She is one of my biggest cheerleaders.

When asked what unique qualities I possess she responded , "Flexible, sought after, public speaker, great communicator, creative, comfortable in any setting from Col to enlisted. Reliable."

Lisa Hohensee

Lisa and I worked together at Humana Military in the referral and authorization management department. Lisa was my nurse contact for medical/referral questions. Lisa has gone on to become a Front Line Leader with the organization.