Susan J. Bellerose-O’Donnell has over 15 years of experience in customer service management in the healthcare industry. She is currently the Service Center Manager at Gateway Alcohol and Drug Treatment Centers, where she oversees a 25-person call center providing treatment services inquiries. Previously she held several customer service supervisor roles at companies like Comcast and Concentra. She has a strong track record of improving customer satisfaction, managing call center operations, and developing customer service teams. She is pursuing an AA in Psychology and has additional training in customer service, leadership, and behavioral interviewing.

1. Susan J. Bellerose-O’Donnell
7827 Woodridge Dr.
Woodridge, IL 60517
630-803-5709
bseballsue@gmail.com
Summary: Customer Service Manager with extensive experience in the health care industry and customer service
management. Strengths include a passion for customer service along with motivation and acknowledgment of staff,
success in team building, coaching and implementation of process improvements. Possesses strong ability to maintain a
positive mental attitude and professionalism in a call center environment. Certified Trainer.
Work History:
Gateway Alcohol and Drug Treatment Centers, Naperville, IL- August 2011-Present
Service Center Manager
• Designed and created a 25 customer service representative call center which includes writing
procedures that collaborate with the organization’s strategy and goals, administer customer service
training, software implementation, quality assurance, reporting and development of training
manuals
• Manages the daily operations of a call center responsible for inbound and outbound inquiries
about treatment services.
• Manages a clinical supervisor and counselors in the service center.
• Monitors calls, tracks calls and forecasts call volume to ensure adequate staffing for optimal
customer service.
• Manages the service center operations budget.
• Interviews, hires and evaluates the performance of staff. Administers recommended discipline and
discharge of assigned staff necessary to ensure optimal performance and adherence to human
resource policies.
• Develops and recommends program goals and objectives, and designs and implements appropriate
plans to meet goals.
• Conducts regular meetings with staff to communicate program goals, objectives, and short and
long-term plans of the organization. Provides staff with information on changes to the policies and
procedures and organizational updates.
• Participates in various special projects assigned by executive management which can include
creating reports, evaluating procedures, and contributing expertise in development of proposals,
recommendations and strategies that promote achievement of overall goals and business plans.
• Maintains and fosters cooperative working relationships with a variety of referral sources
including hospitals, community organizations, criminal justice and social service agencies.
• Supports program outreach and public relations initiatives with sales and marketing.
Comcast
Customer Care Supervisor, Woodridge, IL- January 2008-June 2011
• Provided enthusiastic leadership in a large inbound call center environment in order to ensure excellent
customer service serving customers with billing questions, video troubleshooting and knowledge of
products and services. To insure call center sales, productivity and quality performance goals are met.
• Created an atmosphere of professionalism and mutual support among employees. Made appropriate
staffing and hiring decisions to ensure the quality and effectiveness of the Customer Account
Executives (CAE) within the center.
• Coached, developed and motivated 12-15 CAEs engaged in inbound call transactions with customers
providing service, Video troubleshooting and selling Video, high-speed Internet, and Comcast Digital
Voice Service.
• Analyzed sales, productivity and quality reports and results then formulate action plans for continuous
performance improvement.
• Designed, lead and coordinate sales incentives and activities in order to maximize sales performance.

2. Viant Inc, formerly known as Concentra
Customer Service Relations Manager Naperville, IL- 6/07-10/07
 Manage three teams in the department: Provider Relations/Call Center, Network Appeals and Provider Data
Maintenance.
 Manage a staff of 28 employees daily with leadership assistance of a team leader in customer service.
 Manages Inquiries and Appeals in the department due to clients needs with specific turn around times.
 Meeting the Call Center service goals of 4% abandonment rate, 30 sec ASA and 2.30 talk times.
 Cross Training within each team and within the Team.
 Manage a team of temps, train and mentor hiring into full time positions
 Managing a department, this contributes over five million dollars of revenue by educating providers on fee
negotiations, network affiliation and contracts per hospital or group.
 Manage research and resolution in a 10-day turn around time.
 Manage Appeals in a 5-10 day turnaround time.
 Work together with other departments for process improvements.
 Maintain the Company’s complete provider file.
 Quality assurance
Combined Insurance/Aon
Customer Service Manager Chicago, IL- 2006-2007
 Managed a correspondent team of 40 associates, two supervisors and a trainer on a daily basis.
 Maintained production requirements and high quality standards. In one year took the team from 40-60%
production to 90-100% production.
 Excellent quality insuring a standard of 98.5 %. The outside audit for 2006 was 99.9%.
 Coached and mentored new trainees and cross training clerical, analysts and correspondence along with
customer service representatives.
 Performed evaluations for the staff and leadership staff. Annual merit raises.
 Responsible for the hiring, terminating, coaching, mentoring and developing promotion of staff.
 Maintained department standards of 85% performance with a two-day time service with 98.5% quality.
 Created and administered incentive and employee recognition programs.
Coverdell
Customer Service Supervisor Chicago, IL- 2005-2006
 Created and managed Customer Service Retention and Insurance teams made up of 35 customer service
representatives, including 15 BI-lingual representatives.
 In a three month span took retention from 17% to 30% after a year hitting the 40% goal.
 Handled all supervisors/escalated calls for customer satisfaction.
 Managed the call center phone system with a 20 ASA and 3% abandonment rate.
 Trained all customer service representatives for retention and insurance.
 Managed the incentive programs and team building exercises.
 Coached, mentored and trained customer service representatives as part of the supervisory staff.
 Performance management, including Call Monitoring for 100% customer satisfaction.
Direct Medical Data
Account Manager Des Plaines, IL- 2004-2005
 Collaborated with sales to service clients with medical data lists for marketing via email, phone and
fax for continuing medical education and seminars.
 Managed and bill clients for list data fees and information and update files.
 Supported sales with all client issues.
Unicare Health & Life Insurance/Wellpoint ~ Wellpoint is the nation's leading health benefits company serving the
needs of approximately 34 million medical members.

3. SR Employer Service Representative, Trainer and facilitator Springfield, MA/Chicago, IL-1998- 2004
 Communicated with clients as a liaison for Unicare by phone, email or traveling to the client’s office to
ensure extraordinary customer service and answer employee questions.
 Answered client inquiries regarding health plans or service issues and respond to the client and/or the
customer issues by investigation and resolution in a same day turn a round time.
 Coordinated client service needs to ensure customer satisfaction and avoid customer abrasion through
teleconferencing and onsite meetings.
 Coached, mentored and led the customer service team.
 Facilitated Kaset training (Soft Skills) and career development training (management) with Zenger Miller
courses.
 Assisted with Team Building and Morale activities for the customer service teams.
 Achieved excellent Interpersonal skills with the customer service representatives, other departments,
management and our external customers.
 Worked with management in meetings, focus groups and task forces ensuring customer satisfaction,
modeling the mission and values of Wellpoint.
Transplant Coordinator Springfield, MA- November 2001-May 2003
 Maintained the integrity of the transplant program with each member.
 Communicated benefits and provided exemplary customer service with providers and members regarding
“The National Transplant Program and Centers of Expertise”.
 Collaborated with case management to ensure maximum benefits for transplant patients, including assisting
members with the processing of travel expenses and in locating those places.
 Collaborated with all transplant coordinators internally to ensure best practices and support and excellence in
customer service for the patient’s and their family.
EDUCATION/ADDITIONAL DEVELOPMENT:
 Wabaunsee Community College ~ Aurora, IL 2013-Present pursuing AA Psychology
 University of Alaska ~ Anchorage, Alaska 1998-1999 with a major in psychology.
 Behavioral interviewing certification.
 Certified facilitator in Kaset Customer service training and a facilitator in Zenger Miller leadership and
Management training