Anthony Bilbrey has over 15 years of experience in customer service and information management roles. He has a proven track record of maintaining customer satisfaction, strong communication skills, and the ability to manage multiple projects simultaneously. His background includes roles in dispatching, data entry, customer service, and information systems management for companies such as Enterprise Holdings, American Mechanical, and Express Scripts.

1. Anthony Bilbrey
C: 314­479­9363 | ​anthony.bilbrey@gmail.com​ | ​http://www.linkedin.com/in/anthonybilbrey
Summary:
Dedicated customer service representative motivated to maintain customer satisfaction and to
contribute to the growth of the company. P​roven leadership abilities, excellent oral/written
communication skills, and excellent project management skills. Also r​eliable and driven with proven
time management and prioritization skills.
Highlights:
Google Office Suite Microsoft Office Suite
FMS Remedy
ESC ­ Field Service Software Sharepoint
Policy development Service­oriented
Odyssey (IBM data base) Ralph (IBM Data Base)
Experience:
12/2015 ­ Present Enterprise Holdings
Information Management Coordinator
➢ Enter new rates into Ralph and ECars
➢ Execute macros to enter rates into Odyssey
➢ Update rates and rate locations per requests received from account management
➢ Assist with ad­hoc project requests
➢ Complete rush requests in a timely manner
8/2015 ­ 10/2015 American Mechanical
Dispatcher/Office Assistant
➢ Enter dispatch information into ESC
➢ Scan documents, label them correctly, and move them to the correct client folder on the
server
➢ Answer incoming calls to the office
➢ File paperwork into correct client folder
➢ Other duties as assigned by the office manager
1/2015 ­ 7/2015 Vi­Jon
Warehouse Data Entry Clerk
➢ Enter LTL carrier tracking numbers into SAP
➢ Greet incoming truck drivers and update SAP with required information to ensure shipment of
orders to correct location.
➢ File paperwork at end of day.
➢ Verify printed paperwork matches next day’s work.
➢ Schedule LTL orders with the proper carrier.

2.
12/2011­12/2014 Ascent Corporation
Operation Center Representative
➢ Developed procedures for inclement weather policies in areas that were monitored by the
operations center.
➢ Refined the procedures for response to critical alarms and critical events.
➢ Temporary second shift lead until a permanent lead was hired.
➢ Created a Google spreadsheet that documented critical alarms/events that could be updated
by all shifts. This was to ensure a smooth transition of critical issues between shifts.
➢ Researched vendors when scope of work expanded into other areas of the country.
➢ Assisted in the training of new employees.
➢ Developed tracking of scheduled generator run tests to prevent unnecessary contact of client.
➢ Conducted daily conference call, with client, to determine course of action for any unresolved
issues and for upcoming preventive maintenance work.
➢ Monitor emails for alarms or requested work that needed to be scheduled.
➢ Monitored client specific database for critical alarms.
➢ Input information about alarms, vendors dispatched and all actions taken to resolve the issue
into Remedy and FMS systems.
➢ Communicate, by email and phone, the correct client contacts for the monitored location.
➢ Create/resolve purchase orders in FMS and input assets into FMS.
➢ Answer incoming calls from vendors and log the information that is relayed via telephone.
➢ Create Remedy tickets for preventative maintenance or scheduled site visits of current
locations and future locations.
12/2001 ­ 4/2010 Express Scripts
Electronic Eligibility Analyst
➢ Led the employee satisfaction committee for six months. This was a voluntary position in
addition of normal work duties. The duties included leading a team of five employees,
organizing various team activities that were on­site and off­site, conducting monthly meetings
and following a strict yearly budget.
➢ Re­established the monthly department newsletter with a new format. This garnered
congratulations from upper management for the unique approach to the newsletter.
➢ Organized monthly birthday announcements for the department with a change to the format
of the announcements. This too garnered congratulations; however, this came from team
members.
➢ Volunteered and assisted with a committee, of fellow employees and management that was
compiling information for an electronic employee training manual for eligibility analyst
position.
➢ Monitor incoming electronic files.
➢ Troubleshoot any problems with the files. This would include locating the error, determining
how to correct the error and contacting the client with clear and concise information on how
to correct the error.
➢ Ran specialized reports on an ad­hoc basis.

3.
Manual Eligibility Team Lead 2005­2007
➢ Assisted team supervisors’ with the scheduling of employees.
➢ Audited team member’s data entry for accuracy.
➢ Assisted in training new employees within the department.
➢ Assisted in assigning work to team members.
➢ Assisted with inputting member information into database on an as needed basis.
Outbound Call Center Representative 2002­2003
➢ Established the policies and procedures for contacting members’ who utilized the mail­order
pharmacy.
➢ Contacted members’ to inform them that their mediation was on back­order.
➢ Contacted member’s with a status of the prescription and available options if the medication
was not available via the mail­order pharmacy.
Prior Authorization Representative 2001­2002 and 2004­2005
➢ Answered incoming calls regarding prior authorization coverage for medications that were not
on the member’s list of covered medications.
➢ Followed strict procedures to verify if the medication would be allowed as an exception for
coverage on a member’s plan.
➢ Contacted doctor’s offices to establish approval for specialty medications and injectables.
Inbound Call Center Representative 2001­2001
➢ Answered incoming member call regarding member status, coverage/cost of prescriptions and
location of local pharmacies,
➢ Selected for the leadership queue when the leadership team held team meetings.
➢ Assisted with training of new employees.
➢ Maintained an above average ranking within the call center environment.
Education
University of Missouri – St. Louis: Bachelors of Science, Criminal Justice
Florissant Valley Community College – Associates Degree, General Studies