Raymond Stone
Marion,IL
Summary
Knowledgeable professional offering 28 years of experience in quality control. Focused, detail-oriented and dedicated to continuous improvement and helping team produce top results. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Customer Service Representative II
Wisconsin Physicians Service Insurance
West Frankfort, IL
08.2024 - 02.2025
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered customer inquiries via phone, email, and chat.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer complaints promptly and efficiently.
- Provided accurate information about products and services to customers.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Case Manager Assistant
Shawnee Health Alliance
Carterville, IL
04.2023 - 07.2024
- Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
- Maintained accurate case records and documentation according to agency guidelines.
- Compiled reports on cases and submitted them to supervisors as required.
- Counseled clients on available resources within the community that could help meet their needs.
- Provided referrals to appropriate health care providers or other community resources.
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
Community Health Worker
Christopher Rural Health
Sesser, IL
08.2022 - 03.2023
- Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
- Maintained accurate case records and documentation according to agency guidelines.
- Compiled reports on cases and submitted them to supervisors as required.
- Provided referrals to appropriate health care providers or other community resources.
- Supported family members by providing information on local support groups.
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
Budtender
Thrivent Financial
Harrisburg, IL
02.2022 - 04.2022
- Assisted customers in selecting the best products for their needs.
- Performed daily opening and closing duties including cleaning tasks as assigned.
- Complied with federal, state, and local laws regarding the sale of marijuana products.
- Verified customer identification to ensure they met age requirements for purchasing marijuana products.
- Maintained knowledge of current cannabis strains, edibles, concentrates, and paraphernalia.
- Monitored inventory levels and informed management when stock was low or depleted.
- Operated cash registers to process payments from customers.
- Organized backroom shelves according to item size and category for easy access.
- Utilized point of sale systems to handle transactions accurately and efficiently.
- Watched for and recognized security risks and thefts to prevent or handle situations.
Sr. Quality Analyst
Blue Cross Blue Shield of Illinois
Marion, IL
05.2017 - 02.2022
- Maintained quality assurance procedure documentation.
- Monitored completed work and provided feedback to improve team member performance.
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
- Recommended improvements to systems and procedures for increased productivity.
- Identified quality trends to investigate system flaws, process inefficiencies and training needs.
- Participated in calibration sessions with stakeholders to promote consistent alignment on policies and processes.
Provider Services Quality Coach
Blue Cross Blue Shield of Illinois
Marion, IL
01.2001 - 05.2017
- Analyzed quality control test results and provided feedback and interpretation to production management or staff.
- Collected and analyzed production samples to evaluate quality.
- Fielded customer complaints and rectified service issues.
- Completed various financial and quality audits for different departments.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
Customer Advocate Specialist
Blue Cross Blue Shield of Illinois
Marion, IL
08.1994 - 01.2001
- Performed extensive research on all inquiries and concerns to achieve complete client satisfaction.
- Maintained thorough and detailed documentation of customer interactions and outcomes.
- Used different knowledge banks to research customer problems and develop accurate responses.
- Reached out to providers to help develop comprehensive solutions.
- Researched problems with benefits, accounts and services with speed and accuracy.
Education
Associate of Science - General Studies
John A Logan College
Carterville, IL05.1993
Bachelor of Science - Health Care Management
Southern Illinois University Carbondale
Carbondale, ILSkills
- Organized and Detail-Oriented
- HIPAA Guidelines
- Microsoft Office Proficiency
- Health Coaching
- Health Service Referrals
- Individual and Community Advocacy
- Cross-Departmental Agency Collaboration
- Client and Community Service
- Verbal and Written Communication
- Maintaining Updated Records
- Work Planning and Organization
- Community Outreach
- Client Databases
- Progress Monitoring
Certification
- Certified Community Health Worker State of Illinois - 2022
Timeline
Customer Service Representative II
Wisconsin Physicians Service Insurance
08.2024 - 02.2025
Case Manager Assistant
Shawnee Health Alliance
04.2023 - 07.2024
Community Health Worker
Christopher Rural Health
08.2022 - 03.2023
Budtender
Thrivent Financial
02.2022 - 04.2022
Sr. Quality Analyst
Blue Cross Blue Shield of Illinois
05.2017 - 02.2022
Provider Services Quality Coach
Blue Cross Blue Shield of Illinois
01.2001 - 05.2017
Customer Advocate Specialist
Blue Cross Blue Shield of Illinois
08.1994 - 01.2001
Associate of Science - General Studies
John A Logan College
Bachelor of Science - Health Care Management
Southern Illinois University Carbondale
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