The candidate is applying for a position with the company. She has over 10 years of experience in healthcare, insurance, call center operations, and customer service. She is currently pursuing an MBA in healthcare operations. She believes her strengths in communication, team management, and customer satisfaction would make her a strong candidate. She requests an interview to further discuss her qualifications and interest in the role.

1. Lorisa Oliveira
3020 Bodwell Road
Manchester, New Hampshire03109
I have included my resume for your review. I have experience in healthcare, insurance, call center telecommunication operations and customer service
which have equipped me with many transferable skills to apply in a position within your company.
I have worked under budgets, time restraints and in numerous settings involving customers, patients, employees and clients. I have strived to maintain if
not exceed everyone’s expectation of satisfaction; reaching a solution whenever possible. I strive for open communication across the business structure
to assist in promoting a positiveand best practice environment.
An interview would provide me the chance to further reflect my strengths and abilities and why I believe I am a good candidate for a position in your
company. I look forward to speaking with you.
Lorisa M. Oliveira
Lorisa M. Oliveira
Enclosure

2. LORISA OLIVEIRA
3020 Bodwell Road Manchester, New Hampshire 03109
Cell: (603) 965-5042 Email: Lorisa.M.Oliveira@Gmail.com
PROFESSIONAL
EXPERIENCE
CALLOGIX INC., BEDFORD, NEW HAMPSHIRE
Outsource TelecommunicationsCenterForLarge Massachusetts Health Insurance Carrier
Quality Assurance Coordinator, June 2012- June 2014
 Streamline all business into quality programs for nearly two hundred CSRs
 Working closely with CEO; meeting prospectiveclients and introducing Customer Service programs
 Liaison for customer service matters between outsource and client, incorporate client and company expectations
 Manage QA employee team of six, ensure tasks are delegated and company and personal goals are met
 Measureprograms success and graph data, incorporate CRM tactics internally for employee development
 Work with all account managers for quality and employeeperformance reviews
 Managed team of 6 QA specialists among two facilities. QA teams oversaw nearly 200 employees daily quality
 Create and maintain informational job aids, announcements, company newsletter
 Created and ran employee incentive monetary programs incorporating personal and team set goals
Quality Assurance Specialist, July 2010- June 2012
Outsource TelecommunicationsCenterForLarge Massachusetts Health Insurance Carrier
 Create, initiate and conduct employee incentive programs
 Participatein employeeorientation and training
 Create and providecurriculum from external clients to internal training department
 Evaluate and audit quality performance of employees
 Backup for employeevacancy; assist taking calls
 Create and enforce employeeprotocols, document and provideemployee feedback
CustomerService andClaims Representative, July 2007 – July 2010
Outsource TelecommunicationsCenterForLarge Massachusetts Health Insurance Carrier
 Resolve caller inquiries with an above average AHT
 Assisted callers with claims, Coordination of Benefits, Medicare and MS/PS inquiries
 Employee mentor, assisting new hire trainees to transition to calls
 Participatein SQM, mentor and customer service training
 Familiar with Managed Care, Indemnity and PPO plans and claims processing as well as billing and coding for dental
WALMART, PHARMACY TECHNICIAN, April 2008-June 2009
 Count medication, label and provide to pharmacist for review
 Cashier responsibilities and customer service
 Contacting insurance companies and providers relating to authorizations and rejects
CALLOGIX INC., MANCHESTER, NEW HAMPSHIRE
Answering Service Associate, April 2006 – July 2007
 Answered multi-line telephones, routed calls, and took accurate messages
 Sorted mail, faxed, and photocopied documents for service coordinators
 Maintained office organization and special client requests
COMEDPRO, DR. SOBRADO AND ASSOCIATES, NORTHANDOVER, MASSACHUSETTS
Clerical Assistant /Receptionist, January 2005 – November 2005
 Welcomed and greeted patients, Pulled charts upon request
 Answered multi-line telephones / Outbound patient appointment reminders
 Filing patient charts, photocopyingand documenting accounts
 Utilized DOS scheduling systems and transitioned paper charts to electronic charts
EDUCATION
SOUTHERN NEW HAMPSHIRE UNIVERSITY, MANCHESTER, NEWHAMPSHIRE
MBA, Healthcare Operations, Fall 2015-2017
NEW ENGLAND COLLEGE OF BUSINESS AND FINANCE, BOSTON, MASSACHUSETTS
BSBA, Management 2013- September 2015
NEW ENGLAND COLLEGE OF BUSINESS AND FINANCE, BOSTON, MASSACHUSETTS
ASBA, Marketing 2011-2013
SALEM HIGH SCHOOL, SALEM, NEW HAMPSHIRE
Advanced Graduation Program, 2002-2005
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ADDITIONAL SKILLS
 Self- starter while able to communicate, work with and manage a team
 Encourage and develop positiverelationships with peers and subordinates; promoting a healthy workplace
 Technical proficiency in: Microsoft office (Word, Excel, PowerPoint, Publisher and Outlook) Witness, Pega & Dos