Experience

• 

  Amazon

  • Inbound Support Service (ISS) Rep - Tier III (BWI2)

    • Apr 2015 - Present

  • Inbound Support Service (ISS) Rep - Tier III (PHL7)

    • Aug 2014 - Mar 2015

  • Fullfillment Center Associate - Tier I (PHL7)

    • Oct 2012 - Jul 2014

• 

  Fireside Partners LLC

  • New Castle, DE

  • HELP Team Member

    • Mar 2012 - Dec 2014
    • New Castle, DE

    Specializing in the business and private aviation sectors, Fireside Partners provides 24/7 aviation emergency response services and on-site support. Fireside Partners delivers a full scope of response services including daily aircraft and private asset monitoring, worldwide weather and hazardous ...

• 

  FrontierMEDEX (formerly MEDEX Global Solutions)

  • Baltimore, Maryland Area

  • Education and Development Specialist (Auditor)

    • Jan 2009 - Aug 2011
    • Baltimore, Maryland Area

    Participated in the development of the Quality Assurance call monitoring programContributed to the creation, review, and maintenance of the Emergency Response Center’s policies and procedures Monitored and audited Case Managers’ telephone conversations and case records,and provided individual fee...

• 

  MEDEX Global Solutions

  • Education and Development Specialist (Trainer)

    • Jan 2006 - Dec 2008

    Responsible for the primary formal education of new hires, promoting their professional development as Emergency Response CoordinatorsResponsible for the continuing educational development of Coordinators as they progressed to the next higher level position of Case ManagerDeveloped new and improved existing educational materials for the Emergency Response CenterParticipated as a member of the Operations Leadership Group in establishing and implementing initiatives oriented toward improving work products, performance, and environmentDelivered supplemental training and education to Case Managers at the Team Leader's requestCompleted Bob Pike's Train-The-Trainer Boot Camp (February, 2008)

  • Senior Case Manager/ Emergency Response Center (ERC) Team Leader

    • Jan 2005 - Dec 2005

    Independently managed complex medical evacuations, repatriation of mortal remains, and security situation casesDistributed and assigned casework to all team members and handled all escalation callsCoached and mentored other team members to develop their case management skillsResponsible for the team functioning dynamics and resolution of internal conflicts

  • Emergency Response Center (ERC) Case Manager

    • Mar 2000 - Dec 2004

    First responder delivering courteous and empathetic customer service to inbound calls from members experiencing medical or travel emergencies globallyLiaison with clients, members, providers, and others to communicate health insurance benefits, billing arrangements, medical information, and travel itinerariesDeveloped plans of action to assist members with their needs or to resolve situations using critical thinking skillsCoordinated worldwide medical evacuations and arranged repatriation of mortal remains Maintained accurate and complete case documentation

• 

  Tersiguel's French Country Restaurant

  • Ellicott City, Maryland

  • Line Cook (Saute)

    • Jul 1996 - Dec 1998
    • Ellicott City, Maryland

    Responsible for preparing and cooking to order all sauted items on the menu and operated the fryer in the kitchen of a fine dining restaurantMaintained a clean and hygienic work station according to Health Department guidelines