Gwen Robinson has over 10 years of experience in customer service and claims management roles. She has a proven track record of managing teams, improving processes, developing training programs, and ensuring compliance. Her objective is to join an organization where she can continue developing strong customer relationships and foster personal growth.

1. GWEN E. ROBINSON ■ 2778 Rideout Lane, #L1204 ■ Murfreesboro, TN 37128 ■ (404) 966-1983
gwenrobinson101@gmail.com
OBJECTIVE:
To join an organization that will benefit from my passion for creating exceptional customer relationships,
while providing an atmosphere for continued personal growth.
WORK EXPERIENCE:
FRANKE (KITCHEN SYSTEMS)
September 2014 – April 2015: Customer Service Manager – Smyrna, TN
• Responsible for day-to-day management of 6 Customer Service Representatives and 2
Technical Representatives;
• Ensured a smooth transition from existing operating system to new operating system for the
team within a 60 day timeframe;
• Managed abandonment rates and average speed of answer at 5% or less and 30 seconds or
less respectively;
• Assisted Call Center Agents with technical issues, customer relationships and problem
solving;
• Worked closely with Regional Sales Managers and Product Managers to resolve customer
issues or complaints;
• Managed and coordinated with Manager and/or Human Resources all aspects of employee
relations including but not limited to, employee interviewing, hiring, coaching, counseling,
disciplinary action, complaints, scheduling, training and development; and
• Provided daily statistical reporting to staff and weekly reporting to management, taking
appropriate action on findings as needed.
IOD, INCORPORATED
February 2013 – May 2014: Area Manager – Nashville, TN
• Responsible for management of budget for Area and ensuring we meet that budget on a
monthly/quarterly basis;
• Responsible for day-to-day supervision of 22 Client Service Representatives at 12 hospital
and physician sites and 4 Image Technicians at 1 hospital site;
• Responsible for hiring, training and orientation of employees;
• Ensure staff complies with all release of information regulations and document when
compliance isn’t achieved;
• Available to staff as well as the client to answer procedural questions as it relates to release
of information;
• Consult with IOD legal department as well as the client’s legal department when guidance is
needed to comply with a request for records;
• Arrange for site personnel to move between sites as needed for optimal coverage; and
• Keep site management informed of potential problems related to release of information.
May 2012 – February 2013: Client Service Supervisor – Shreveport, LA
• Responsible for day-to-day supervision of 11 Client Service Representatives at 4 hospital
sites as well as 1.5 employees at the hospital’s storage site;
• Responsible for hiring, training and orientation of employees;
• Ensure staff complies with all release of information regulations and document when
compliance isn’t achieved;
• Available to staff as well as the client to answer procedural questions as it related to release
of information;

2. Gwen Robinson (404) 966-1983
Page Two
• Consult with IOD legal department as well as the client’s legal department when guidance is
needed to comply with a request for records;
• Arrange for site personnel to move between sites as needed for optimal coverage and
training; and
• Keep site management informed of potential problems related to release of information.
COVENANT ADMINISTRATORS
February 2008 – September 2010: Manager, Customer Service/Compliance – Atlanta, GA
• Changed culture of Customer Service Unit from a call center to a genuine customer service
unit delivering “Raving Fan” service;
• Developed training manual for Lead Customer Service Representative (CSR) to use while
conducting training of new representatives;
• Trained Lead CSR on interview techniques so she could assist in the initial interview
selection process;
• Ran monthly reports to post to company website for all clients;
• Designed verification of benefits for new and existing clients available on company’s website
as well as company’s automated telephone system for providers and clients;
• Developed a company-wide newsletter to keep staff informed of happenings throughout the
company;
• Developed a customer service incentive program, which produced improved morale in the
department;
• Utilized various resources to stay abreast of new health care reform initiatives and assisted
Account Executives in answering client questions; and
• Attended various webinars to gain ongoing knowledge of the new health care reform as the
program continues to evolve.
October 2003 – February 2008: Manager, Claims/Customer Service – Atlanta, GA
• Developed and implemented a claims and customer service audit program;
• Implemented a work-at-home program for claims examiners, which was modeled and rolled
out to two other departments;
• Increased claims department productivity by 33% while maintaining excellent audit results,
averaging 99% for financial accuracy and 98% for procedural accuracy;
• Implemented a 3-tier customer service approach, which included hiring and developing a
customer service unit;
• Assisted in implementation and development of work flows to send claims daily to our
vendor partner for scrubbing of inaccurate coding, fraud and abuse as well as repricing out-
of-network claims;
• Member of implementation team for new and renewal business to ensure complete
understanding of client needs and guarantee proper set up of clients in system;
• Completed RFP’s for new business and renewed business as it pertained to claims and
customer service; and
• Worked with all levels of staff at client, broker and provider sites.
EDUCATION:
Lincoln High School
Seattle, Washington
Seattle Community College – General Studies

3. Seattle, Washington