Stephen Goldstein
Glendale,Wisconsin
Summary
SALES MANAGEMENT AND CUSTOMER SERVICE PROFESSIONAL with extensive and progressive experience in the manufacturing, retail and insurance industries. Areas of expertise include: Product / Employee Training Customer Retention Employee Development Customer Problem Resolution Hiring / Interviewing Microsoft Excel, Word and Epic
Overview
30
30
years of professional experience
Work History
Patient Access Service Representative (PASR)
Froedtert & MCW-Sergeant Internal Medicine Clinic
07.2021 - 02.2025
- Call Center: Schedule patients for future appointments or cancel upcoming ones.
- Review medications and send requests for renewals to the nurse pool.
- Contact pharmacy to verify prescription renewals have been received or if there were still refills available.
- Send messages to the nurses to contact patients who have questions.
- Front Desk: Check in patients for their appointments, schedule future appointments and lab appointments.
- In charge of the Kiosk program to help patients check in for the appointments and answer any questions they have.
- Use EPIC on a daily basis
Patient Access Service Representative (PASR)
Lancesoft Assignment at Froedtert & MCW
10.2020 - 06.2021
- Answered calls to check in patients for COVID-19 testing.
- Verified and reschedule patients for COVID-19 testing.
- Escorted patients to testers.
Call Center Representative/ Office Services
Randstad USA Assignment at Skygen USA
05.2019 - 06.2020
- Handled calls from United Healthcare, Aetna Better health of PA and VA members and Main Member Services.
- Helped answer questions concerning claims and authorizations, explained benefits and helped locate a provider for the member.
- Office Services Representative.
- Prepared statements with checks and remittance summary to be mailed daily to the dental offices.
- Processed incoming mail and prepare for further processing and scanning.
Retail Supervisor/Sales
Brooks Brothers
11.2018 - 06.2020
- Assigned employees to specific duties.
- Directed and supervised employees engaged in sales, inventory taking, reconciling cash receipts, or in performing services for customers.
- Provided customer service by greeting, assisting, and responding to customer inquiries and complaints.
Retail Department Manager
Bonton Stores-Boston Store
08.1995 - 08.2018
- Assigned employees to specific duties.
- Directed and supervised employees engaged in sales, inventory taking, reconciling cash receipts, or in performing services for customers.
- Established and implemented policies, goals, objectives, and procedures for their department.
- Examined merchandise to ensure that it was correctly priced and displayed and that it functioned as advertised.
- Hired, trained, and evaluated personnel in sales or marketing establishments, promoting or firing workers when appropriate.
- Instructed staff on how to handle difficult and complicated sales.
- Monitored sales activities to ensure that customers received satisfactory service and quality goods.
- Performed work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise.
- Provided customer service by greeting and assisting customers and responding to customer inquiries and complaints.
Call Center Associate Customer Care Call Center Representative
Northwestern Mutual Insurance
01.2011 - 08.2013
- Handled customer calls from agents.
- Assisted agents with licensing and clients, and field offices.
- Helped with status of applications, underwriting questions.
- Helped clients with claims and benefits.
- Maintained 98-99 percent quality call monitoring scores.
Account Executive Account Representative
American General Insurance
10.2004 - 02.2010
- Worked with field agencies to resolve escalated issues.
- Facilitated problem resolution by working with various departments to accomplish problem resolution 100 percent of the time.
- Conducted webinar training sessions for field agencies on use of the website.
- Served as a liaison between the field and home office to research any questions and concerns about application status and underwriting issues that the field agencies expressed.
- Handled 60-70 calls per day from field agencies.
- Solved concerns and followed up on status of.
- Assisted underwriters with risk evaluations and answered underwriting questions.
- Maintained 99 percent quality scores on inbound calls.
Call Center Associate
John Hancock Insurance
05.2002 - 04.2004
- Handled customer calls from agents, clients, and field offices.
- Helped with status of applications, underwriting questions.
- Assisted agents with licensing and contracting questions.
- Helped clients with claims and benefits.
- Maintained 98-99 percent quality call monitoring scores.
Regional Sales Leader
DEL CITY
01.1999 - 01.2001
- Company Overview: Manufacturer and distributor of electrical products for the automotive, trucking and marine industries.
- Was responsible for sales retention and growth of 300+ customers with sales volume of $300,000+ in a local territory and the sales growth of new customers in Wisconsin.
- Promoted new products to current customers using catalog presentation to gain sales in those categories.
- Resolved customer problems resulting from company acquisition, and as a result, retained business and generated new orders.
- Collaborated with Quote Specialist to customize pricing which increased sales volume 10% with current accounts.
- Satisfied customer needs by suggesting products to current accounts resulting in a 10% increase in sales volume.
- Manufacturer and distributor of electrical products for the automotive, trucking and marine industries.
Education
Certified BA - French Education and Social Studies
Michigan State University
Skills
good listener
problem solver
ability to work with all types of people
ability to answer questions and concerns
ability to direct people
ability to help people achieve their goals
Timeline
Patient Access Service Representative (PASR)
Froedtert & MCW-Sergeant Internal Medicine Clinic
07.2021 - 02.2025
Patient Access Service Representative (PASR)
Lancesoft Assignment at Froedtert & MCW
10.2020 - 06.2021
Call Center Representative/ Office Services
Randstad USA Assignment at Skygen USA
05.2019 - 06.2020
Retail Supervisor/Sales
Brooks Brothers
11.2018 - 06.2020
Call Center Associate Customer Care Call Center Representative
Northwestern Mutual Insurance
01.2011 - 08.2013
Account Executive Account Representative
American General Insurance
10.2004 - 02.2010
Call Center Associate
John Hancock Insurance
05.2002 - 04.2004
Regional Sales Leader
DEL CITY
01.1999 - 01.2001
Retail Department Manager
Bonton Stores-Boston Store
08.1995 - 08.2018
Certified BA - French Education and Social Studies
Michigan State University