Summary
Overview
Work History
Education
Skills
Timeline
Generic

Care Summers

Littleton,CO

Summary

Committed, detail-oriented professional with over twenty years of experience and a proven ability to build impacting relationships and add value to the company and customer. Aiming to leverage my ability to create meaningful and enjoyable interactions by providing timely, personable and accurate responses. By earning the trust and confidence, and by understanding the clients needs, I create a space where conversations become more fluid and provide potential across the board discussing business and identifying areas of opportunity.

Overview

17
17
years of professional experience

Work History

Account Coordinator

Optum
07.2019 - Current
  • Manage and establish relationships with top producing accounts that include a minimum of 25 customer contacts
  • Coordinate with internal departments to research and resolve any inaccuracy or discrepancies
  • Successfully identified multiple aged processes and implemented new flow charts
  • Oversee operational tasks and day to day business to ensure customer deadlines and satisfaction are met
  • Organized regular status meetings with clients to review project progress, address concerns, and align on future objectives.

Account Service Manager

Cochlear Americas
03.2012 - 12.2016
  • Built strong relationships with key clients, fostering long-term business partnerships and driving revenue growth.
  • Travel to clinics and hospitals to provide onsite support.
  • Manage and coordinate the implementation of business to business web based applications
  • Coordinated efforts among various departments to ensure smooth project execution for clients, resulting in higher client satisfaction ratings.
  • Supported clients during onboarding processes by providing comprehensive product knowledge resources tailored specifically to their businesses'' needs.

Regional Coordinator

Cochlear Americas
11.2010 - 03.2012
  • Supported the onboarding of new sales team members, facilitating their integration into the team smoothly.
  • Prepare customer facing reports showing sales and metrics.
  • Provided exceptional customer service, addressing inquiries and resolving issues promptly.
  • Spearheaded the implementation of new systems or tools designed to enhance productivity across teams in the region.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.

Customer Service Representative

Cochlear Americas
09.2009 - 11.2010
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.

Surgery Scheduler

Children's Ear Head & Neck Associates
04.2007 - 08.2009


  • Coordinated surgical team schedules for seamless procedure planning and execution.
  • Review insurance benefits with family and collect any co-pay or deductible.
  • Elevated patient experience by providing empathetic support throughout the entire surgical journey-from initial consultation to post-operative follow-up appointments.
  • Acted as a liaison between patients, insurance carriers, and the surgical team to secure necessary authorizations for timely procedures.

Education

Basic Military Training - Security Forces

United States Air Force
San Antonio, TX
06.2001

Skills

  • Research Expertise
  • Account Oversight
  • Troubleshooting and Problem Resolution
  • Order Management
  • Relationship Building
  • Account Management
  • Problem Solving
  • Staff Training
  • Performance Improvement

Timeline

Account Coordinator

Optum
07.2019 - Current

Account Service Manager

Cochlear Americas
03.2012 - 12.2016

Regional Coordinator

Cochlear Americas
11.2010 - 03.2012

Customer Service Representative

Cochlear Americas
09.2009 - 11.2010

Surgery Scheduler

Children's Ear Head & Neck Associates
04.2007 - 08.2009

Basic Military Training - Security Forces

United States Air Force
Care Summers