1. Michelle Mosley
I am a team player virtuallyor in-office. I work efficientlyonmyown andtake great pride inCustomer
Service. I feel it is imperative to constantlyfindways to improve the balance betweenqualityandquantityin
order to excel in the industry. I feel the focus shouldremain onthe customer andthe integrityof the
company.
EXPERIENCE
Cigna-HealthSpring, NashvilleTN
CustomerServiceComplaintsand Escalations
Grievance Specialist
August 2008-August2015
 Investigatedcomplaints written bymembers.
Determined if therewereadditionalappeals, claims
issues, quality of service,quality ofcare orpossible
Fraud Wasteand Abuseby eithermember or
physician.
 Resolved complaints and escalatedissues very quickly
and sentresolution letterto editing for Medicare
approval.
 Trained otherteammembers onwritten grievances
and was responsiblefor editing whenteamlead was
off work.
 Maintained relationships with alldepartment
managers andlearned allstandardoperations to
determineif an internal erroroccurredwhich would
need to be addressed by management.
 This was a work fromhome position.
Management Recruiters of Nashville,
NashvilleTN
CustomerService/ AdministrativeSupport
January2006- August 2008
 Reviewed allresumes, maintainedinterview
schedules, made outboundcalls, kept office
supplies, providedcandidate research for a
healthcare recruiting team.
 Answeredincomingcallsandkept maintenance
on all office equipment.
EssexTechnologyGroup, Nashville TN
DepartmentManager
January2004- January 2006
 Manageda team trained to mass test sound
equipment and other electronics.
 Responsible for inventoryspreadsheets, product
condition, shipment of product andtrainingof
employees whenneeded.
 Extremelydetailorientedandrequired multi-
tasking at all times.
 Obtaineda forklift/tow motor license while
workingwith this company.
Zimmer,NashvilleTN
CustomerService/ Field SalesSupport
and Delivery
January2004-January 2006
 Managedorthopedic instruments for
sterilization at Vanderbilt, Centennial,
Baptist, St. Thomas and manyother
Tennessee andKentuckyhospitals.
 Ensured everyinstrument andorthopedic
implant were accountable for andready
for knee, hip or shoulder surgery.
 Networked and built relationships with
hospitals and staff.
 Administrative support for sales
representatives inthe office.
Overview
Service-orientedresolutionspecialist with a 20
year background in Customer Service. Core
competencies include handling escalatedissues
quickly, verbal communications alongwith
excellent written communication and time
management skills. Handle tasks with accuracy
and efficiency.
References
Lisa Knight 615-519-0034 Asurion
Lana Gray 615-601-4769 Complex Care Solutions
Senior Director of Managed Long Term Care
Former Pharmacy and Customer Service Director
at Cigna-HealthSpring
Additional references available upon request.
524 Scotts Creek Trail
Hermitage, TN 37076
(615) 497-4654
recordthis1 @gmail.com
Application Knowledge
MAC, iOS, Windows,
Microsoft Word, Excel,
PowerPoint, OneNote,
MHC, Adobe Photoshop,
CAPS, EZCap, QNXT, Nitro
Pro.
EDUCATION
St. Mary HighSchool,
Paducah, KY
High school Diploma
1990
Murray State University,
MurrayKY
Studied Psychology and
GeneralEducation
No degree. JoinedMilitary