• Handle multiple time sensitive priority requests by constantly adjusting focus based or customer factors• Create and improve process flows• Subject Matter Expert on project that involved the creation of a process that ensures calls are handled in the mandatory service timeframe• Created and maintain production reporting for management – representative level• Created and maintain dashboard involving customer status• Manage projects in order to ensure they are on time• Responsible for coordinating all new and existing customer support, from implementation to understanding how benefit plans are coded and administered • Provide ongoing customer support for all existing internal and external customers• Ensure timely and appropriate communications between all responsible areas occurs, as well as, providing seamless service to new and existing groups • Delivering elevated customer service to a variety of national / major and other key accounts

• Generate a sufficiently high level of sales activity to secure a minimum of two new clients per week• Prepare and execute a daily status plan to maximize territory management and develop a Sales Action Plan for prospects for my top 20 list• Used a Total Client Care sales approach to present full-service capabilities• Created presentations on performance for upper management• Forecasted sales numbers for management• Conducted business in accordance with company guidelines and applicable Federal/State Legal Guidelines

I am responsible for all level 1 and 2 tasks such as reviewing and analyzing small group renewal documents to ensure Underwriting Guidelines are met. I will also install and enroll these small groups from beginning to end, complete renewal terminations, small group sold case setup and quotes or pre-screens of any size group that come through the department email boxes. I will complete preparation of monthly renewals, new small group sold setup from beginning to end and revisions. I will also be responsible for the completion of miscellaneous duties within the department that will assist with the completion of the process. Additional responsibilities would include review and completion of all Association business, product versioning and provide backup to the Broker Operations Coordinator position. Superior customer service and positive attitudes are attributes that must be shown to both external and internal representatives on a daily basis. All processes must be completed in accordance to the Blue Cross Blue Shield of Nebraska Underwriting Guidelines and within our established service level standards.

Responsible for providing high quality assurance for departments such as Membership, Group Enroll, Case Install, and Benefit Design and Fulfillment. I received training in the following systems: Corelink, Macess, Wisgui, HIPPA Utilities, Blue Bridge, Foresight, Eagle, Blue Bundle, and Sales Force. I also received training to quality terms, renewals, and revision for lines of businesses such as BluePride and Bluefreedom sold cases, EHA, Large Group, and Small Business, NMA, and NACO. I learned to navigate and investigate into a subscriber’s application and contract with Blue Cross and Blue Shield of Nebraska. When a process owner receives an application they are to implement it correctly and efficiently within the Corelink system. On a day to day basis I pulled a percentage of the process owner’s work to make sure everything was implemented and correct. A Quality Control Analyst makes sure these different departments stay compliant with Member To Member and Business Critical guidelines every month.

Responsible for providing high quality and quantity of processing claims on a day to day basis to ensure members of Blue Cross Blue Shield of Nebraska were taken care of in a timely manner. I received training in the following systems: Corelink, Masses, Wisgui, HIPPA Utilities, Blue Bridge, Foresight, Eagle and Blue Bundle. Within these systems I have learned to navigate and investigate claims that deal with OPL Professional, Surgery, Plan on Plan, and Dental Institutional. With these systems I was able to use my best professional judgment in order to make sure claims were processed accurately and efficiently.

Responsible for providing post-sales customer support by contacting assigned customers based on established schedule to ensure customer satisfaction and to provide updates and reports to customers; receive calls from customer by exercising exceptional customer service skills and ensuring all issues are tracked until brought to resolution; answer billing questions and maintain customer satisfaction during all billing activities escalating concerns to supervisor as necessary; provide maintenance support to customers ensuring adherence to department policies; ensure maintenance issues are well documented and followed through to resolution.

Updated profiles for the office and sales representatives and purged any files that were out of date.

Assigned Equipment Operator- 1 I support, upkeep, preservation of public park areas,construction of park pathways, duties such as pouring concrete, mowing, snow removal , and assist in general maintenance duties when operating machinery, maintenance of ball fields, trash removal, cleaning of tools.

Operating forklift I would offload or load trucks with equipment or furniture to be delivered the next day. I would install equipment into schools such as desks, chalkboards, and lockers. I would also have to communicate with the personal to get their approval over the work site. Made sure the furniture is received in good condition.

I would help children with their school work, assist teachers in performing tasks, putting together curriculum for students, trained in taking attendance and tube feeding, communicating with parents about children and their progress during the school year. I was also trained in restraints, and CPR when dealing with children.