OBJECTIVE:

EXPERIENCE:

7/2013 - Present

Industry: Healthcare Services

Member Services Representative

Provide members that contact the Call Center with answers to questions about MassHealth, coverage and services provided to our customers.Serve as the primary contact to members for questions related to claims, benefits, member eligibility, transportation, premium billing, and other questions related to MassHealth.Interface with Claims, Enrollment, IS, Network Management, Pharmacy, Behavioral Health and other internal departments to provide Service Excellence to our customers.Maintain a professional level of service to our customers at all times.Maintain confidentiality of information at all times.Consistently support MassHealth's approach to Service Excellence by adhering to established department and company standards for all work.Interact positively with all Network Health Departments.

12/2012 - 6/2013

Industry: Travel, Transportation and Tourism

Travel Support

Handle customer service inquiries, via telephone, mail, Internet, or in person, for existing products, services, or new customer service order requests.Provide resolutions to customer inquiries in a timely and efficient manner, ensuring all objectives/goals set have been met.Prepare and maintain all records/documents associated with each client I interact with on daily basis. Identify and report problems on client accounts and work through implementing a corrective plan of action resolving issue.

1/2012 - 1/2013

Industry: Government and Military

HR/Labor Relations Administrative Assistant

Maintained labor relations, employment and litigation files.Managed Union grievance process, including scheduling and tracking cases through the Arbitration level.Tracked applicable labor relations metrics.Modified collective bargaining agreements to reflect negotiated changes and ensure the timely implementation of all three union contracts within public works. Provided guidance to supervisors and managers dealing with labor relations issues.Assisted HR Director in the negotiation and administration of labor contracts, management of schedule, and interdepartmental communications.Managed department databases tracking union grievances and HR/benefit related matters.Created new department process designing a database and spreadsheet that tracked all steps of the hiring and staffing process for public works department. Managed new hire on-boarding process from paperwork completion to conducting initial new hire training.

12/2006 - 8/2010

Industry: Telecommunications Services

Sr. Staff Consultant - Video Network Operations

Managed complex networking and design for 15 national video hub sites.Researched network products, services, protocols, and standards in support of network procurement and development efforts.Wrote job requisitions, conducted interviews, selected/hired candidates and trained/on-boarded all new personnel to service fifteen national of Video Hub offices located across the United States.Consulted with department heads and managers to determine workforce/H.R needs based on budget and allowances and then wrote and delivered business plan to support all wants and needs.Designed, developed, and conducted training courses for supervisors, Sr. Staff, and associates covering topics such as; new equipment, vendor knowledge, corporate policy, and HR matters.Maintained all records, policies, procedures supporting ISO certification, FCC mandates, regulations, and rulings for organization to ensure in compliance at all times.Researched network products, services, protocols, and standards in support of network procurement and development efforts.Created recommendations and implemented new methods, techniques and /or procedures.Negotiated with vendors and contractors to secure network products and services.

12/2004 - 12/2006

Industry: Telecommunications Services

Manager- Installation & Maintenance

Managed, coached, and developed 50 to 100 technical associates in the Installation and Maintenance bargaining unit located across New York and New England region.Resolved external/internal customer escalation issues, ensured technician safety and job performance expectations were met.Interfaced with cross functional departments regarding installation/maintenance process improvements, order resolutions and to implement appropriate pro-active solutions on an as needed basis.Developed and administered telecommunication policies and procedures in compliance with local, state, and Federal government agencies.Investigated billing errors and discrepancies with 100 plus vendors.

12/2001 - 12/2004

Industry: Telecommunications Services

Outside Plant & Network Engineer

Engineered and project managed four turfs within the Framingham district.Utilized strong strategic and analytical skills in order to quickly identify and solve a variety of complex technical problems and overcome provisioning roadblocks.Designed and provisioned broadband via HI-Cap circuits and residential FTTP architectureEngineered projects ranging from residential, commercial buildings/Plazas, Mass Highway, Town, New Construction, and Retail space.

5/1998 - 12/2001

Industry: Telecommunications Services

Customer Sales & Service Representative

Answered customer inquiries on billing, Bell Atlantic products/services offered, and associated account service orders for about forty to fifty customers on a daily basis.Computed service orders in a timely and efficient manner, in order to provide customers with new installation of service, change and disconnection of service, as well as, the addition of new products that would best fit customer daily needs.Responsible for providing advice and coaching to fellow unit members regarding the best approaches to take to ensure meet their daily, weekly, and monthly objectives, along with keeping up team morale.Won numerous office contests for meeting and exceeding sales objectives, as well as, received many letters of recognition for providing outstanding customer service.

EDUCATION:

Bachelor's Degree

LANGUAGES:

Languages

Proficiency Level