experience education skills charlie carter 81721 donnelly club san francisco ca phone 1 555 329 5414 customer service advocate new york ny 042016 present assist global outsourced customer service team resolving customers claimsinquiries providing clear instructions necessary coordinates work activities supervisors managers departments etc provides expertise customer service support members customers andor providers follow golden rules call queue management quality call management quality email communication education disease management programs healthy living programs personalized customers medical condition health improvement goals demonstratesmodels networks service excellence standards performance interactions customers internal external works research resolve problems timely manner maintaining productivity standards performance developer advocate boston 072011032016 reviewing maintaining technical documentation plus creating support materials developers acting advocate developers reporting acting observed areas improvement support efforts conducting deep dive analysis provide routine reporting inbound contact activity across developers identifying patterns trends promote agile software development practices including scrum extreme programming xp paired programming test driven development tdd conducting deep dive analysis provide weekly business reporting inbound contact activity across developers identifying patterns trends conduct deep dive analysis provide weekly business reporting inbound contact activity across developers identifying patterns trends actively participating open source projects member open source community client advocate san francisco ca 102008 052011 manage policy checking delivery within mandated timeframe manage policy checking delivery within mandated timeframe provide direction management servicing team provide direction management construction servicing team provide direction management client servicing team provide direction management real estate servicing team willingness go outside comfort zone work projects outside job description go extra mile make customers successful columbia university bachelors degree psychology detailed knowledge experience health plan claim processing customer service functions extensive medical insurance billing follow strong organizational ability prioritize tasks meet deadlines valid certificate good conduct familiar various types medical plans knowledge client plan provisions acts knowledge resource items related participant claims andor accesstocare issues strong writing verbal skills computer literate proficiency ms word outlook excel identifies trends able provide clientready trend analysis phone professional interaction skills microsoft office outlook windows powerpoint excel word etc