Dan Wolf Email & Phone Number

London, Canada Metropolitan Area

Awarded two commendations for excellent customer service within the 1st quarter of active service.

London, Canada Area

• 60,157.5 passenger-kilometers transported (pkm, total count)• 1,878.2 kilometres logged (total count)• 291.75 hours logged (driving, total count)• 99.998% complaint-free rate (per total passenger-kilometres transported)• 98.889% timeliness rate (per total trips completed)• 11,446.5 passenger-kilometres transported monthly (pkm/m)• 357.4 kilometres logged monthly

Columbia, South Carolina Area

• Successfully protected the Corporation's license to operate by appropriately responding to Department of Insurance of South Carolina Inquiries; • Regularly completed high-profile claim projects with charges greater than $100,000.00 thereby averting the loss of key accounts, potential legal exposures, and inflated request volumes;• Identified candidate logic corrections within the claims processing system to ensure group/policy compliance;• Resolved escalated provider payment issues as delegated by the Senior Management;• Managed complex claimsets routinely in excess of 200 claims;• Co-ordinated with multiple internal/external entities to resolve identified issues• Advocated for and tracked systemic corrections through to completion;• Defined database query criteria and evaluated the results to establish trends and/or identify claims for correction;• Created documentation to mitigate recurring issues for internal/external release;• Demonstrated high proficiencies in the areas of leadership, root-cause analysis, technical analysis, written communication, customer service, and organization; • Consistently exceeded Management expectations in the execution of this role.

Columbia, South Carolina Area

• Highest Team Production 124% (January 2009)• Developed 50+ macros supporting claim/inquiry resolution• Adjusted claims as required by group contract, corporate/pricing policy, or medical staff• Performed provider callbacks as directed by management on research-intensive issues• Resolved provider appeals

Columbia, South Carolina Area

• Evaluated phone, written, and web inquiries for accuracy and quality of service;• Evaluated internal provider network assignments and National Provider Identifier entries;• Trained Provider Certification Representative;• Reported emerging trends to Senior Management in written and oral formats;• Researched critical errors as directed by management;• Responded to rebuttals offered by both supervisors and agents;• Adopted the practice of including audit-level KUDOS to encourage desired practices.

Columbia, South Carolina Area

• Responded to claim/benefits service requests from providers• Resolved Inter-Plan Teleprocessing System (ITS) claim processing issues• Prepared and distributed several reference documents• Designed and implemented a near real-time tracking system for ITS team productivity• Performed technical functions including Excel spreadsheet trouble-shooting and PC setups

Columbia, South Carolina Area

• Designated Team Lead for the Companion Technologies Dispatch Team• Developed and maintained reports tracking call volume, average speed of answer; • Developed operating procedures for the group; • Oversaw scheduling and tracked attendance for three-member team;• Responsible for routing support requests to the appropriate support team• Evaluated the quality of service delivered by the team using a 33-point scale (Magic); • Coached team-members in providing excellent service to customers; • Demonstrated proficiencies in organization, management, leadership, training, customer service, written communication, and oral communication while serving in this capacity

Columbia, South Carolina Area

• Designated Lead Technician for the Companion Direct Support Center;• Developed the operational procedures for three-member team; • Trained staff on all facets of its support mission;• Oversaw team scheduling to ensure coast-to-coast coverage; • Resolved Internet transmission errors issued by the client software;• Identified errors for review by the software development team• Referred customers to responsible external vendors as needed:• Supported the migration to Changepoint (Customer Relationship Management System); • Conducted peer-to-peer training on Changepoint for several teams; • Offered feedback on the utility of WebEx in our operation• Documented incoming telephone support requests:• Demonstrated proficiencies in organization, management, leadership, training, technical support, customer service, written communication, and oral communication while serving in this role.

Columbia, South Carolina Area

• Supervised an internet support team of up to 15 staff• Managed up to 2,000 support requests per day• Monitored team call times to achieve service delivery goals• Guided first and second level technicians as needed• Responded to escalated customer support requests• Used instant messaging to track/respond to emerging issues• Prepared daily activity reports for supervision/management • Clarified/refined team goals/strategies with management• Notified Internal/External System Administrators of outages• Directly responded to service requests as needed• Ensured customers were extended the best service possible• Supported residential dialup internet customers (Windows/Macintosh platforms)• Serviced incoming and outgoing support requests for all accounts on contract• Configured dialup internet connections • Diagnosed and resolved internet connectivity issues• Assisted customers with email, FTP, and web-browsing applications• Demonstrated proficiencies in organization, management, leadership, documentation, written communications, diagnostics/forensics, customer service, technical support, and oral communications within this demanding call center while holding this position

Columbia, South Carolina Area

• Supported residential dialup internet customers (Windows/Macintosh platforms)• Serviced both incoming and outgoing support requests for all accounts• Updated Macintosh Support Documentation• Configured dialup internet connections • Diagnosed and resolved internet connectivity issues• Educated customers in the use of email, FTP, and web-browsing applications• Demonstrated proficiencies in documentation, written communications, diagnostics/forensics, customer service, technical support, and oral communications while executing this role

Columbia, South Carolina Area

• Supported residential dialup internet customers (Windows/Macintosh platforms)• Serviced incoming support requests from the largest account• Configured dialup internet connections • Diagnosed and resolved internet connectivity issues• Assisted customers with email, FTP, and web-browsing applications• Demonstrated proficiencies in documentation, written communications, diagnostics/forensics, customer service, technical support, and oral communications while executing this role

Kitchener, Canada Area

• Responded to incoming support requests by telephone• Assisted residential customers with internet configuration and connectivity issues• Offered support within the Windows and MacOS environments• Assisted customers with FTP, browsing, and email client software• Demonstrated proficiencies in customer service, technical support, and analysis while serving in this capacity​

Ottawa, Canada Area

• Produced report for the Environmental Choice Board of the EcoChoice Program• Surveyed the adverse environmental impacts associated with the Housing sector• Identified usage impacts (energy, water, waste) and siting impacts (habitat loss)• Researched R2000 and Advanced House programs• Recommended the creation of criteria for products reducing usage issues in the home• Discouraged the creation of a "whole home" criteria as problematic and limiting• The Board adopted the recommended approach• Demonstrated proficiencies in written communication, research, leadership, and analysis while serving in this capacity• University of Waterloo Co-operative Education Record reflects a "Good" evaluation for this work term​

Port Perry, Ontario, Canada

• Provided instruction on environmental themes at a day use outdoor education facility• Instruction was provided in both classroom and interpretive trail settings.• Taught classes of 15-30 students from primary to secondary grade-levels• Created a program that encouraged students to reflect on how spaces affected them• Demonstrated proficiencies in oral communication, written communication, and training while serving in this capacity• University of Waterloo Co-operative Education Record reflects a "Good" evaluation for this work term.​

Ottawa, Canada Area

• Solicited proposals to reduce environmental impacts caused by the transportation sector• Identified two key impacts: (1) greenhouse gas emissions and (2) acidic deposition • Invited initiatives that would improve systematic efficiencies• Encouraged adoption of greener energy sources within this sector• Demonstrated proficiencies in written communication, research, and analysis while serving in this capacity.• University of Waterloo Co-operative Education Record reflects an "Excellent" evaluation for this work term​

Bachelor Of Environmental Studies, Environment And Resource Studies, Completed Three Years Of A Four Year Program

Continuing Education Units, Business, Management, Marketing, And Related Support Services

Secondary School Honour Graduation Diploma

Activities and Societies: Recipient of Honours English Award, Peace Club

Corporate Training, Business Administration And Management, General

Activities and Societies: Corporate Training firm used by BlueCross BlueShield of South Carolina.

E-Learning/Corporate Training, Information Technology

Activities and Societies: Mindleaders is now Skillsoft (https://www.skillsoft.com/about/mindleaders/). This content was made available.

Corporate Training, Customer Service

Activities and Societies: NOTE: Please see www.communicoltd.com. This course was offered through BlueCross BlueShield of South Carolina.