Gillian Moore
Big Stone Gap,VA
Summary
Enthusiastic and pleasant with over 20 years secretarial, administrative and experience in the National Health Service Works well as both part of a team or as an individual Presents as being both professional and pleasant with a positive attitude Holds a Medical Secretarial Certificate Has 5 years experience as a Human Resources Office Manager Detail orientated Authorized to work in the US for any employer
Overview
17
17
years of professional experience
Work History
Claims Manager
ModivCare
11.2019 - 12.2021
- Look to create more efficient and cost saving processes for transport providers to ensure payments are received and paid out accordingly to Company guidelines
- Being proactive about any fraudulent activity being reviewed and reported appropriately
- Encouraged and maintained positive energy within the team to ensure that productivity was maintained at an acceptable level but that the team was actively encouraged
- Ensured that communications with transport providers and members were conducted in a polite and professional manner
Call Center Supervisor
ModivCare (formerly Logisticare)
09.2014 - 11.2019
- Liaised with Call Center Manager and Director of Operations on daily basis presenting daily call statistics and call center issues
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Supervisor calls
- Created and maintained comfortable and enjoyable work environment
Customer Service Team Lead
Logisticare
06.2013 - 09.2014
- Delivered statistical call data on daily basis to CSR's
- Answered CSR's questions/concerns
- Supervisor calls
- Liaised with Call Center Supervisor with team concerns
- Developed friendly atmosphere for team
- Escalated issues to proper supervisors when standard processes were not effective.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Encouraged CSR's to be the best they could be
Claims Processor/Mail Clerk
Logisitcare
08.2011 - 06.2013
- Utilized specialized software to process incoming claims, enter data and generate reports.
- Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
- Collected mail to and from Post Office on a daily basis and delivered to appropriate parties
Team Manager, ManagerCustomer Service Representative
Sykes Enterprises
09.2006 - 06.2011
- Assisted in introducing a new line of business to call center
- Encouraged a friendly atmosphere
- Presented quarterly call statistics to Director of Operations
- Talked to client on daily basis
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Maintained productivity and quality standards at all times.
Customer Service Representative
Sykes Enterprises, Incorporated
08.2004 - 09.2006
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Education
College Degree - Medical Secretarial
Newcastle University
Newcastle Upon Tyne05.1980
Skills
- Data Analytics
- Tableau Software and MS Office Suite
- Association of Medical Secretaries, Practice Managers,Administrators and Receptionists (UK) - May 1979 to Present
- Detail orientated
- Phone etiquette
- Medical terminology
- Solid written and verbal communication skills
- Understanding of HIPPA law
- Organization and Planning
- Client Rapport-Building
- Performance Monitoring
- Team Motivation
Timeline
Claims Manager
ModivCare
11.2019 - 12.2021
Call Center Supervisor
ModivCare (formerly Logisticare)
09.2014 - 11.2019
Customer Service Team Lead
Logisticare
06.2013 - 09.2014
Claims Processor/Mail Clerk
Logisitcare
08.2011 - 06.2013
Team Manager, ManagerCustomer Service Representative
Sykes Enterprises
09.2006 - 06.2011
Customer Service Representative
Sykes Enterprises, Incorporated
08.2004 - 09.2006
College Degree - Medical Secretarial
Newcastle University
Similar Profiles
KIMBERLY M JACKSONKIMBERLY M JACKSON
Member Service Specialist at ModivCareMember Service Specialist at ModivCare
Ethan BosleyEthan Bosley
HR Generalist at ModivcareHR Generalist at Modivcare
Nicole PolsonNicole Polson
RCM Contractor Manager at ModivcareRCM Contractor Manager at Modivcare
John FryJohn Fry
Vice President, Transportation at ModivcareVice President, Transportation at Modivcare
Joseph SparkmanJoseph Sparkman
Customer Service Expert at IntuitCustomer Service Expert at Intuit