Peter Swanson
Parma,OH
Summary
Results-driven finance professional with proven track record in managing client accounts and optimizing financial processes. Skilled in financial analysis, customer service, and problem-solving. Strong focus on team collaboration and driving outcomes. Reliable and adaptable to changing business needs.
Overview
32
32
years of professional experience
Work History
Escalated Account Specialist
Cleveland Clinic
06.2016 - 11.2024
- Responsible for de-escalating billing complaints and concerns by doing extensive research and investigational work on a patients account to find the appropriate resolution
- Adding and billing insurance to resolve billing errors
- Correctly allocate payments to alleviate patient confusion
- Communicate with Reimbursement Specialists, coders, and billers to ensure there are no errors in the processing of insurance claims
Outbound Sales/Customer Service
Amerimark Direct
08.2000 - 06.2016
- Positions held were Team Supervisor, Team Lead, and Reports Analyst
- Responsible for managing a team of 15 customer service representatives to exceed goals for service levels of handle time, not ready time, adherence and average wrap up time
- Successfully exceeding service level goals and sales goals by closely monitoring and coaching while finding trends
- Responsible for maintaining and distributing daily outbound statistics for the Day/Night Outbound sales team
- Focus on service levels (sales per hour, quality, compliance, not ready time, talk time, adherence, conversion rate, and coaching accordingly)
- Monitor associate performance to reach and then exceed departmental goals
- Operations and maintaining all functions of the dialer for 25 outbound representatives
- Member of the Associate Contribution Team
- Found ways to improve overall representative experience at work
- Reporting and calculating how efficient all areas of the call center is running (calls per hour, talk time, total orders, cost per call, abandon rate)
- Daily reporting of agent performance (offers per hour, total orders, validation, tray carry over, tray count)
- Coached Data Entry agents accordingly to reach and then exceed departmental goals
Regional sales associate
Action Music Sales
06.1992 - 08.2000
- Responsible for the sales of compact discs, cassettes, and albums to National retail chains and independent retail stores (Ohio, Pittsburgh, Kentucky)
- Responsible for marketing and merchandising new products
- Facilitate promotions and advertising
- Met monthly sales goals while reducing return rate
Education
Associate of Arts -
Cuyahoga Community College
12-2020
High School Diploma -
Parma Senior High School
06-1986
Skills
- Proficient with MS Office
- Outlook
- Word
- Excel
- MS Internet Explorer
- Customer relationship development
- Account updating
- Billing resolutions
- Research proficiency
- Customer Engagement
- Problem-solving abilities
Timeline
Escalated Account Specialist
Cleveland Clinic
06.2016 - 11.2024
Outbound Sales/Customer Service
Amerimark Direct
08.2000 - 06.2016
Regional sales associate
Action Music Sales
06.1992 - 08.2000
Associate of Arts -
Cuyahoga Community College
High School Diploma -
Parma Senior High School
Similar Profiles
ALICIA STANZIANOALICIA STANZIANO
CLIENT PROGRAM MANAGER at THE CLINIC BY CLEVELAND CLINICCLIENT PROGRAM MANAGER at THE CLINIC BY CLEVELAND CLINIC
NICOLE PETRIMENICOLE PETRIME
Registered Nurse at Cleveland ClinicRegistered Nurse at Cleveland Clinic
Sharree AndersonSharree Anderson
Lead Tech at Cleveland ClinicLead Tech at Cleveland Clinic
Emma SinticEmma Sintic
Patient Care Nurse Assistant at Cleveland ClinicPatient Care Nurse Assistant at Cleveland Clinic
David KriegerDavid Krieger
Robotics Engineer at PPGRobotics Engineer at PPG