Terry J. Burkhead
Toledo,OH
Summary
Highly skilled sales and customer service professional with over 20 years of experience. Proven ability to work with diverse groups and meet client needs, driving business growth. Recognized as a leader and team player with an excellent track record in business and academia. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
33
33
years of professional experience
Work History
Customer Service Representative
Medical Mutual
Toledo, OH
09.2023 - Current
- Resolved customer concerns related to claims and benefits
- Demonstrated accuracy in processing claims and adhered to company policies
- Provided excellent customer service by skillfully addressing billing-related problems
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Claims Auditor
ProMedica / Paramount
Toledo, OH
03.2023 - 09.2023
- Reviewed and audited claims to identify errors or discrepancies in the documentation.
- Executed data analysis through the utilization of Tableau to produce claims reports
- Created customized reporting framework using Excel
- Document all identified issues
Technical Specialist
Medical Mutual of Ohio
Toledo, OH
03.2018 - 03.2023
- Provided support in identifying issues encountered by the reps while addressing claim or benefit concerns, thus reducing questionability.
- Assisted in Resolving Claims and Benefits conflicts among Providers and Members
- Enhanced job performance by teaching reps a diverse range of skill sets
- Claim inventory management and accurate processing
- Identified and implemented process improvements to enhance efficiency and productivity company-wide.
Customer Service Representative
Medical Mutual Of Ohio And Its Family Of Companies
Toledo, OH
08.2015 - 03.2018
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Intern
Owen Community College
Perrysburg, OH
01.2015 - 12.2015
- Managed and maintained databases for the college Honor’s Option Contract
- Created database to track academic information, streamlining the previous process. Database now adopted by college.
- Engaged in planning and executing the Spring Honor's Symposium.
Store Manager
Battery Wholesale
Toledo, OH
01.1998 - 12.2009
- Managed stores in Michigan and Ohio, increasing the annual profitability
- Improve revenues in the store through advertising to become the second ranked store in the company
- Developed a data base to track customer needs ensuring a growth in sales
- Provided the highest level of customer service to retain customers
- Responsible for the overall budget and payroll for each store managed
Department Coordinator
Wabash National Inc.
Lafayette, IN
01.1992 - 12.1998
- Supervised the production work of 20 + employees
- Managed the construction and completion of trailer sides
- Certified in Team Training I and II
- Responsible for the maintaining orderly records for production line products
Education
MBA - Healthcare Management
Purdue Global
Lafayatte, IN12.2024
Bachelor of Arts - Applied Business Administration
Ohio University
Athens, OH01.2015
Associate of Business Administration -
Owens Community College
Perrysburg, OH01.2013
Skills
- Data Entry
- Call Management
- Product Knowledge
- Complaint resolution
- Process Optimization
- Call Center Operations
- Escalation management
- Customer Education
- Critical Thinking
- Microsoft Outlook
- Problem-solving abilities
- Microsoft Office expertise
Internship
Intern, Owens Community College, Perrysburg, OH, 2015, Responsible for maintaining databases for the college Honor’s Option Contract., Created a database, now adopted by the college, to track academic information streamlining the previous process., Activity engaged in the planning and execution of the Spring Honor’s Symposium
Reference
- Jeremy Baker, Co-Chair, Social & Behavioral Sciences, Assistant Professor, 567-661-7985, Owens Community College, Founders Hall # 1085, Toledo, OH
- David Seeger, President CEO, Great Lakes Credit Union, 419-246-5905, 6600 Sylvania Ave, Sylvania, OH, 43560
- Stephanie Njaim Manager COB & Workers Compensation Rossford, OH 419-473-7733
Timeline
Customer Service Representative
Medical Mutual
09.2023 - Current
Claims Auditor
ProMedica / Paramount
03.2023 - 09.2023
Technical Specialist
Medical Mutual of Ohio
03.2018 - 03.2023
Customer Service Representative
Medical Mutual Of Ohio And Its Family Of Companies
08.2015 - 03.2018
Intern
Owen Community College
01.2015 - 12.2015
Store Manager
Battery Wholesale
01.1998 - 12.2009
Department Coordinator
Wabash National Inc.
01.1992 - 12.1998
MBA - Healthcare Management
Purdue Global
Bachelor of Arts - Applied Business Administration
Ohio University
Associate of Business Administration -
Owens Community College
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