Bruce Sanders Email & Phone Number

Denver, Colorado, United States

• Receive, review, and process maintenance requests from internal stakeholders and external partners, ensuring accurate and timely handling.• Assess maintenance requests to determine potential damage claims and coordinate investigations with the Non-Energy HSE Manager.• Utilize a preferred vendor list to identify and select appropriate repair vendors, ensuring cost-effective and efficient solutions.• Prioritize maintenance tasks based on urgency and impact on operations, avoiding unnecessary dispatches and reducing costs.• Maintain detailed records of maintenance activities, costs, and vendor interactions to support operational transparency and efficiency.

Denver, Colorado, United States

Functioned as a member of the Business Process Management team in the capacity to handle and resolve escalated calls and complex cases on behalf of members. Conducted member outreach when issues are resolved. Ensured that service standards are achieved. Utilized monitoring and tracking systems as well as recommended process changes and enhancements. Independent judgement to provide solutions, extensive knowledge of the organization, products, and/or services. Handled problem resolutions which may require additional follow up and/ or escalation to higher level of expertise. Ability to perform data analysis and summarize findings for Leadership review and action.

Denver, Colorado, United States

• Effectively address and resolve escalations, intricate data modifications, and complex issues originating from CSR's, training department, and management peers within the On-exchange line of business.• Collaborated seamlessly with external business partners such as the MACE team, HPS, state exchanges, and the Department of Managed Health Care, ensuring the timely, efficient, and comprehensive handling of member concerns, complaints, and data modifications.• Offered guidance and constructive feedback to CSR's, collaborating with Team Managers to enhance performance and facilitate continuous development in the context of the On-Exchange operations.• Actively supported Team Managers by participating in team meetings and huddles, delivering current and relevant information to contribute to the team's ongoing success.

Denver, Colorado, United States

• Guaranteed high levels of customer satisfaction and retention by delivering precise, reliable, and timely information to members, providers, and KP employees.• Cultivated positive customer interactions, resulting in the successful resolution of all customer complaints.• Sustained current and comprehensive knowledge of healthcare, including Kaiser Permanente's policies, regulations, and practices, through the utilization of the Customer Repository Information System.

Denver, Colorado, United States

Handled inbound telephone inquiries from patients, recorded appointment details, directed calls to the designated personnel based on established protocols, and efficiently coordinated the scheduling of medical service appointments.• Cultivated positive rapport and established collaborative relationships with members and patients.

Aurora, Colorado, United States

Spearheaded the seamless and accurate configuration and continuous management of customer accounts within the customer relationship management system (InVision database program).Facilitated the training and on boarding of new departmental hires, assuming a pivotal role as a subject matter expert in customer account setup.Leveraged expertise to troubleshoot, articulate, and diligently track solutions for both internal and external customer inquiries, ensuring prompt resolution.Collaborated effectively with cross-functional teams to streamline account implementation processes and enhance overall customer satisfaction.Utilized keen attention to detail to guarantee the precision and integrity of customer data, contributing to the company's data quality standards.Played a crucial role in fostering positive client relationships by providing exceptional service and support throughout the account implementation journey.Demonstrated a commitment to ongoing learning and professional development to stay current with industry best practices and emerging technologies.

Aurora, Colorado, United States

Provide end-to-end support for B2B online ordering platform, addressing technical issues, assisting users, and ensuring smooth order processing.- Collaborated closely with IT and development teams to diagnose and resolve technical glitches, ensuring minimal disruption to online ordering functionality.- Served as the primary point of contact for B2B customers, offering guidance on system usage, troubleshooting steps, and best practices for seamless order submissions.- Conducted thorough training sessions for new customers and internal stakeholders to enhance understanding of the online ordering platform's features and functionalities.- Monitor and analyze system performance and user feedback, proactively identifying areas for improvement and suggesting enhancements to optimize the ordering process.- Maintained accurate documentation of support interactions, technical solutions, and frequently asked questions to create a comprehensive knowledge base for future reference.- Participate in cross-functional team meetings to provide insights from customer interactions, contributing to the continuous refinement of the online ordering platform.

Aurora, Colorado, United States

Handling incoming calls to provide comprehensive assistance to both internal and external customers regarding orders, delivery status, and addressing complaints. Proficiently utilizing various software programs including E-Gain, Salesforce, InVision, E-Way, and others. Maintaining exceptional Quality Assurance scores consistently exceeding 90%. Garnered recognition for outstanding performance from Call Center leadership, my coach, and appreciative customers.