Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Training
Timeline
Hi, I’m

Ron Wickerham

Lansing,Michigan
Ron Wickerham

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

33
years of professional experience

Work History

Accident Fund Insurance Company
Lansing, MI

Business Development Support II
11.2022 - 11.2023

Job overview

  • Administering and assigning incoming Worker's Compensation Activities and Tickets utilizing various applications and systems to the appropriate departments
  • Participate in Team special projects
  • Field and transfer Operator calls to appropriate department
  • Utilize multiple computer programs/platforms screening and assigning incoming electronic work items to correct areas
  • Assist less experienced team members
  • Serve on Performance and Quality Work Group in determining the criteria to meet
  • Other tasks and work assignments as directed.

Accident Fund Insurance Company
Lansing, MI

Provider Relations Specialist
05.2022 - 11.2022

Job overview

  • Administering the status of worker's compensation claims via email inquiries and telephone calls from providers, third party administrators, and claimants.

Blue Cross Blue Shield of Michigan
Lansing, MI

Customer Service Representative II
02.2013 - 05.2022

Job overview

  • Auto, Key and Large Service Center
  • Individual, Small and Mid-Group Business Unit - Analyze, evaluate, resolve, service and respond to member/provider inquiries received via telephone or correspondence involving a variety of claim/benefit issues under various product lines that includes research, requesting data, service responses, rerouting misdirects
  • Direct adjudication of claims/inquiries Organize work to meet National/Corporate/Department Production and Quality Standards while striving for First Call Resolution
  • Consistently meet or exceed Quality Monitoring standards
  • Orchestrate multiple activities at once to accomplish department and company goals
  • Evaluates, and resolves inquiries involving a variety of claim, benefit, membership, and/or billing inquiries
  • Conducts internal and external research to determine and request the data needed to manage inquiries from internal and external business partners inquiries
  • Provides accurate and timely service responses via telephone, and/or written correspondence to our internal and external customers
  • Follows department/corporate reporting policies and procedures requirements
  • Organizes work to meet productivity and quality standards
  • Reroutes misdirected inquiries
  • Interacts with others inside and outside the organization to resolve the inquiry/claim related problems
  • Resolve customer inquiries through clear and simple explanations of the applicable policy and/or procedure
  • May assist less experienced Customer Service Representatives and manage unusual or urgent inquiries, including irate calls
  • Perform other related duties as assigned.
  • Analyzed consumer feedback received via surveys or focus groups in order to make necessary changes in product design and features based on customer requirements.
  • Evaluated and identified customer needs, preferences and requirements.
  • Responded promptly to customer inquiries through email or telephone while ensuring satisfaction throughout all communication exchanges.

Jackson National Life
Lansing, MI

Financial Disbursements Processor
10.2009 - 02.2013

Job overview

  • Utilize documented procedures and multiple software applications to review outgoing policy transfer requests deeming in/not in good order, properly documenting related checklist, keying policies into Asset Loss Prevention, generate associated correspondence, document status of transfer request, re-index policies, and processing outgoing transfers
  • Assist internal and external customers on policy-related inquiries via telephone.

Family
Lansing, MI

Family Care Aid
01.2000 - 04.2010

Job overview

  • Perform health and home care responsibilities for family members.

Capitol Bancorp Limited
Lansing, MI

User Security Specialist
10.2006 - 10.2007

Job overview

  • Receive and process security authorization requests
  • Create and maintain appropriate end-user access to Information Technology resources
  • Grant, remove or change user access to the network, AS400 and requested ancillary products
  • Administer new user walk through and access to all requested applications, programs, and software
  • Maintain archive of security forms for new user requests and existing user's changes

Neogen Corporation
Lansing, MI

Customer Service Representative
06.2005 - 05.2006

Job overview

  • Up-sold $7,653.50 over eight consistent calendar months
  • Service customers via telephone and computer
  • Provide product information and place orders
  • Resolve customer complaints through problem resolution
  • Perform daily matching, maintenance and filing of customer invoices
  • Responsible for telemarketing projects and processed daily customer mailings.

Education

American Institute of Bank At Lansing Community Co
Lansing, MI

Banking Customer Service Skills Diploma from Banking History, Operations And Customer Service.
04-1996

University Overview

Lansing Community College

Associate degree from Media Technology
05-1981

University Overview

Skills

  • Cross-selling strategies
  • Product Knowledge
  • Account Reconciliation
  • Product expertise
  • Sales closing
  • Revenue Generation
  • Customer Needs Assessment
  • Analytical Thinking
  • Adaptability and Flexibility
  • Product and service knowledge
  • Interpersonal Communication
  • Adaptability
  • Interpersonal Skills
  • Professional Demeanor
  • Problem-solving abilities
  • Task Prioritization
  • Written Communication
  • Reliability
  • Goal Setting
  • Relationship Building
  • Customer Relations
  • Problem-solving aptitude
  • Retention Strategies
  • Banking and Customer Service industry expertise
  • Analytical Skills
  • Teamwork and Collaboration
  • Continuous Improvement
  • Excellent Communication
  • Product and Service Sales
  • Attention to Detail
  • Decision-Making
  • Problem-Solving
  • Active Listening
  • Multitasking
  • Team Collaboration
  • Self Motivation
  • Professionalism
  • Time Management
  • Effective Communication
  • Time management abilities
  • Organizational Skills

Certification

  • Certificates of Recognition for 10 years of service with Emerging Markets, 02/18/23
  • Certificate of Recognition for CORE VALUE of Efficiency Emerging Markets, 08/31/22
  • December 2020 Certificate of Achievement - Member 1st Quality Performance (January and November 2020) Blue Cross Blue Shield of Michigan, 12/01/20
  • October 5th, 2020, Certificate of Achievement in Recognition of Outstanding Service for KLASC (Key, Large & Auto Service Center) Blue Cross Blue Shield of Michigan, 10/05/20
  • 2019 SQM World Class IMPROVEMENT Certified Blue Cross Blue Shield of Michigan, 01/01/19
  • 2019, 2020 and 2021 Blue Sapphire Circle of Excellence-100% quality pass rate, no Member Touchpoint Measurement's or Performance Guarantee errors, and no non-negotiable samples Blue Cross Blue Shield of Michigan, 01/01/19
  • 12-20-207, 09-28-2018 and 01-02-2018 Blue Cross Blue Shield of Michigan Certificate of Appreciation- "Goes above and beyond providing exceptional customer service to ensure customer satisfaction is achieved on each phone call.", 12/20/07
  • 2019, 2017 and 2016 SQM World Class Certified Blue Cross Blue Shield of Michigan Customer Service Representative and 2017 Blue Cross Blue Shield of Michigan Blue Expert, 01/01/19
  • 2016 Blue Cross Blue Shield of Michigan Best in Class - First Call Resolution, 01/01/16
  • Member/co-worker compliments
  • Meet/exceed annual Performance Expectations and Quality consistently.
  • Industry related Recognitions and Certificates of Achievement
  • 100% call monitor reviews and World Class Calls
  • Lead Worker/Team Specialist results of improvements in productivity, sales, and service - Michigan National Bank Telephone Banking Services
  • On the Spot Award for outstanding communication, follow-through, and willingness to go the extra mile - Capitol Bancorp Limited, April 2007, 04/01/07
  • Circle of Five recognition based on performance to goal, February 1998 - Michigan National Bank Telephone Banking, 02/01/98
  • Approved loan dollars sold $3,133,324.00, 1998-1999 - Michigan National Bank Telephone Banking, 01/01/98
  • New money deposits sold $207,902.00, 1998-1999 - Michigan National Bank Telephone Banking Services, 01/01/98
  • Telephone Banking Services Representative of the Year, 1998-1999 - Michigan National Bank, 01/01/98
  • Certificate for outstanding achievement in obtaining New Household Rate-PLUS accounts - Michigan National Bank Telephone Banking Services, September 1995, 09/01/95

Accomplishments

Accomplishments
  • Magna Cum Laude - Phi Theta Kappa Honor Society
  • Distinguished Student 2nd Runner Up

Training

Training
  • Excel 97: Beginning - New Horizons Computer Learning Centers, 08/01/01
  • Advanced Retail Banking Training Program - Republic Bancorp Inc, 05/01/01
  • Essentials for Personal Bankers Training Program - Republic Bancorp Inc, 11/01/00
  • Customer Service Skills Diploma - American Institute of Banking, 03/01/96
  • Telephone Sales Training Program - D.E.I. Management Group, Inc, 09/01/95
  • Dynamic Communicators Workshop, 02/01/92
  • An array of industry certifications and trainings

Timeline

Business Development Support II
Accident Fund Insurance Company
11.2022 - 11.2023
Provider Relations Specialist
Accident Fund Insurance Company
05.2022 - 11.2022
Customer Service Representative II
Blue Cross Blue Shield of Michigan
02.2013 - 05.2022
Financial Disbursements Processor
Jackson National Life
10.2009 - 02.2013
User Security Specialist
Capitol Bancorp Limited
10.2006 - 10.2007
Customer Service Representative
Neogen Corporation
06.2005 - 05.2006
Family Care Aid
Family
01.2000 - 04.2010
American Institute of Bank At Lansing Community Co
Banking Customer Service Skills Diploma from Banking History, Operations And Customer Service.
Lansing Community College
Associate degree from Media Technology
Ron Wickerham