Roderick Allen Email & Phone Number

Cleveland, Ohio, United States

• Works with Medical Mutual members and providers providing medicalBenefit and eligibility information, claims status, claims adjudication, while providing the highest levels of customer service.
• Quickly identifies and resolves medical claims, coding and insurance discrepancies.
• Maintains the highest levels of accuracy and patient confidentiality.
• Collaborates with membership, finance, billing and affiliates to ensure accurate claims processing.
• Provides the highest levels of customer service ensuring member satisfaction

Cleveland, Ohio, United States

• Maintains company standard operating procedures while following goodClinical practice. Utilizes internet based medical billing software to workClosely with healthcare providers to help manage their practice.
• Data entry of clinical trial in Inform and other relevant databases.
• Produces timely site lists, enrollment reports and other required study information.
• Following company standard operating procedures to ensure accurate adverse event and serious adverse events are tracked and reported.
• Ship and package laboratory sample to third party vendor as assigned.
• Works hand in hand with management to ensure that the proper information is received for claims processing.

Remote

• Key customer contact owning responsibility for the entire customer experience in area such as; provisioning, and customer ordering and provisioning. Act as customer point of contact for management of service issues.
• Collaborated with sales, network, operations, and affiliates to ensure the correct solution was delivered to the customer.
• Interacted with customers to develop and maintained positive customer relations.
• Brought resolution to issues, engaging other departments as necessary and championed status reports to customer.
• Used various systems to troubleshoot problems and determined possible resolution or department to refer problem to.
• Oversaw the implementation of customer projects, managed the project across applicable Centers of Excellence.

Brecksville, Ohio

• Identified and made recommendations for process improvements.
• Analyzed, tracked and published performance indicators and results which identify performance trends and capabilities for success.
• Developed metrics that provided data for process measurement and identifying indicators for future improvement opportunities.
• Collected data and recommended solutions to root causes of problems.
• Identified and evaluated performance against process requirements and aligned improvement to performance shortfalls.

Brecksville, Ohio

• Managed all Narrowband call center operations for AT&T consumer and small business customers for AT&T’s 22 state repair needs.
• Identified performance gaps as well as for the development and implementation of process improvements to close those gaps.
• Coached and developed, provided performance management, and career development, for a team of Maintenance Administrators.

Pittsburgh, PA

• Managed a team of customer service agents in handling all activities in resolving customer billing disputes serving AT&T’s large business customers.
• Identified performance gaps as well as for the development and implementation of process improvements to close those gaps
• Collected performance data on team members and developed plans to meet or exceed metrics for Customer Sales and Service Specialists.

• Coached, led, motivated, and developed 10-15 Service Representatives engaged in the resolution of complex resolution of customer service issues and the sales of AT&T Business products and services.
• Conducted ongoing and ad hoc sales and customer service training on new methods and procedures, product offerings, promotions and sales techniques.
• Developed monthly, weekly and daily sales contests within team to help motivate and drive revenue results.
• Conducted frequent performance data analysis to establish and implement weekly action plans designed to produce individual and team goals that met or exceeded revenue objectives.
• Worked in conjunction with CWA partners to establish relationships and plans to help achieve joint goals.

Bachelor'S Degree, Telecommunications Management

Cyber Security Fundamentals

Cyber Security Fundamentals

Completed 4 courses: Foundations of Cybersecurity Networking and Security Mobile Security Ethical Hacking

Nanodegree, Data Foundations

Education record