Customer Service Manager or Customer Service Specialist

________________________________________ RONALD M. CARTWRIGHT JR. ________________________________________ 5390 Brendonridge Rd., Indianapolis, IN 46226 Home 317-547-4482, Cellular 317-987-2254, [email protected] CAREER SUMMARY ________________________________________ * Self-motivated, articulate individual with 11 years experience of exceptiona l leadership, organizational and supervisory skills, encompassing key values of integrity, honesty, appreciation, teamwork, growth and results-orientation with an eye toward continuous improvement. * Respected team leader with excellent interpersonal skills. Interact well wit h individuals from diverse cultures and all professional levels. Teach, train, m entor, motivate and evaluate personnel to achieve the highest quality standards. * Lead special projects and provide strategic insight into operations. Effecti vely manage and prioritize multiple responsibilities. Ensure adherence to polici es and procedures to achieve objectives in quality, production, call center/ cus tomer service practices and cost. AREAS OF EXPERTISE ________________________________________ * * * * * * * * * * * * * * * * * *

Recruiting and Hiring Staff Performance Evaluations Payroll Reporting Personnel Supervision Field Management Managing Approval Activities Quality Control Organizational Management Approving All Exceptions Managing Approval Activities Scheduling Staff Call Monitoring Monthly and Quarterly Forecasting Budgeting and Controlling Expenses Training and Staff Development Motivating through Incentives / Contests Part A and Part B Medicare policies ICD9 and HCPCS Coding and Medical Billing

PROFESSIONAL EXPERIENCE ________________________________________ Unit Collections Manager 2007 to 2010 [SallieMae] Student Assistance Corporation, Indianapolis, Indiana Managed $50 million in monthly collections and oversaw 20 default prevention collectors actively pursue delinquent borrowers, averting numerous defaults and thereby assisting schools in lowering their default rate. * Ensures compliance with all applicable policies, procedures, laws, and regulat ions to ensure that established corporate, client and divisional goals were met and exceeded. * Provided performance coaching and implemented strategies for career developmen t * Analyzed team and individual goals and statistics; developed and proposed stra tegies, policies and procedures that ensured effective and efficient operation o f the activities within my direct reports and the department at competitive leve ls.

Account Executive Manager 2007 to 2007 DHL GlobalMail & SmartMail, Indianapolis, IN *Acted as primary link between the external clients and DHL GlobalMail, acting u pon the information received from the client to meet their product request for p roduct fulfillment. *Other duties include create work instructions for other departments, research c lient and their specific inventory issues, set up and procurement of new busines s and accounts and set account priorities. North and Central Region of Indiana Field Member Services Supervisor 2002 to 2 006 [United Healthcare Group] AmeriChoice, Indianapolis, Indiana Reponsibilities included: Managing up to 20 Benefit Adv ocates in a north & central state region. * Acted as liaison between Benefit Advocates and other departments, outside agen cies, and OMPP: Office of Medicaid Policy and Planning, FSSA, or MCO representat ives. * Analyzed team and individual statistics; prepared reports * Devised and implemented incentive programs to improve stats while maintaining QA * Trained team and peer supervisors on new program information and policies * Collaborated with other Regional Supervisors to develop and implement departme nt goals, objectives and procedures in accordance with program objectives and MC O contractual responsibilities * Recruit, interview, hire, and train new Benefit Advocate staff members. Vacation Planning Supervisor 2002 to 2002 Resort Condominiums International, RCI, Indianapolis, Indiana *Oversaw a team of associates combining customer service and sales skills to ass ist our members with planning resort vacations. *Responsible for establishing and maintaining effective relationships with custo mers and gaining their trust and respect. *Focused team to be dedicated to meeting the expectations and requirements of in ternal and external customers-acting with the customer in mind. Indiana & Kentucky Beneficiary Assistance Customer Service Supervisor/Specialist (PROMOTION) 1998 to 2001 [Anthem] AdminaStar Federal, Indianapolis, Indiana Acted as team lead for Indiana & Kentucky Part A and Part B Beneficiary Assistan ce Department. * Oversaw all daily activities of Customer Service representatives. * Performed quality audits and other unit CPE measurements. * Analyze team and individual statistics; prepared reports. Customer Service Representatives III 1998 to 1998 [Anthem] AdminaStar Federal, Indianapolis, Indiana * Answered requests by phone, mail, or in person ( walk- ins) regarding MEDICARE insurance claims or policies. * Other duties included Medicare Secondary Payer updates, Distribution conflicts , and Fraud and abuse referrals. (PROMOTION)(Interim) Unit Director 1993 to 1996 [The Boys & Girls Club] Central Unit of Greater Huntsville, Al, Huntsville, Al *Specialized in solving problems, answering questions, and interfacing with the public. *General supervision of a 10-person team in daily activities and the implementat ion of any child awareness activities. (PROMOTION)Computer Lab Asst. Director

[The Boys & Girls Club] Sertoma Learning Center, Huntsville, Al *Supervised a Two member team, and guided the development of children working ha nds on with the Mac L.C. unit. *Taught essential Learning skills through many educational games as well as beco ming computer literateTeen Counselor [The Boys & Girls Club] Central Unit of Greater Huntsville, Al, Huntsville, Al *Tutored, Created and designed activities for ages 6 through 18 years. *Counseled Teenagers with everyday problems. EDUCATIONAL BACKGROUND ________________________________________ B.S., Sociology, Minor: Psychology 1997 Alabama Agricultural & Mechanical University H.S. Diploma, Liberal Arts 1989 Cathedral College Preparatory High School PROGRAM DEVELOPMENT ________________________________________ * Spearheaded development, planning, Implementation and customer service strat egies of company-wide Quality Call Monitoring Program (QCM) process improvement, for AdminaStar Federals (Anthem) Beneficiary Assistance & (DMERC) Durable Medic al Equipment Regional Carrier Departments. Resulting in a decreased call handle time and after call time, and 30% reduction of Beneficiary complaints. * Essential contributor in development, planning and State-wide strategies of implementation for the Medicaid Select Program to all (DFR) Department of Family and Children offices. SYSTEMS KNOWLEDGE ________________________________________ * * * * * * * * * * * * * * * * * * * * * * * *

ACMS Systems IPAL Connection Systems ACD Reporting Concur Expense System Lucent CMS Aspect Lucent G3R FISS Systems Lexus Nexus Accurint AIM Blue Pumpkin Custom View Director Nortel Networks Symposium TCS Report Runner Crystal Reports Novell PeopleSoft Citrix SQL Kronos Workforce Timekeeper Borrower Pursuit System Avaya Predictive Dialer FastData Web

PROFESSIONAL TRAINING ________________________________________ * Conflict Management

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Sexual Harassment Project Management Time Management Resource Management Team Building Diversity In The Workplace Strategic Management Customer Service Excellence Leadership Training Seven Habits of Highly Effective People Problem Solving/ Decision Making

HONORS ________________________________________ * 2001, Outstanding Performance Award, Indiana & Kentucky Customer Service Dep artment, [AdminaStar Federal] Anthem, Indianapolis Indiana. Annual award bestowe d on Employee that has exemplified exceptional customer service and attendance. * 2001, 2001 edition of International WHO'S WHO of Professionals, WHO'S WHO Hi storical Society, Boston, MA PROFESSIONAL REFERENCES ________________________________________ Erikka Smith-Yohler Director of Carrier Operations, AdminaStar Federal, Inc. National Government Services Phone: (317) 908-0512 E-mail: [email protected] Danielle Bigsbee Process Expert, WellPoint, Inc. Office: (317) 287-7112 E-mail: [email protected] Tommy Roper Business Analyst, AdminaStar Federal, Inc. National Government Services Office: (317) 414-9870 E-mail: [email protected] Tiffany Graves Sr. Unit Collections Manager [Sallie Mae] Student Assistance Corporation Office: (317) 213-4649 E-mail: [email protected] Shantel Malloy Unit Collections Manager [Sallie Mae] Student Assistance Corporation Office: (317) 410-5461 E-mail: [email protected] Robert Flores Unit Collections Manager [Sallie Mae] Student Assistance Corporation Office: (254) 231-9368 E-mail: [email protected]