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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000






Defense Manpower Data Center
Human Resources Directorate
4800 Mark Center Drive
Alexandria, VA US

RE: Vacancy Announcement#: DMDC-18-10065884-MP / Control# 482208900

I am extremely interested in being considered for the Customer Call Center Division Director position and believe you will find my background uniquely supports the requirements. To acquaint you with my qualifications, my resume is included for review; in advance, thank you for your time.


As demonstrated, I am a senior-level healthcare industry professional with a consistent track record of steering customer support call center operations and building and leading teams to deliver superior service and achieve aggressive performance goals.

I offer comprehensive knowledge of private and secondary insurance regulations and policies, benefits administration, claims processes, industry stakeholders, and supportive resources; of note my background includes 7 years of experience with Defense Enrollment Eligibility Reporting System (DEERS). I excel in developing and implementing processes and procedures as well as strategically prioritizing, planning and managing workflow/projects to optimize performance across productivity, efficiency, cost controls, quality assurance, and service levels. A motivating, hands-on leader, I am equally effective in senior management, independent, collaborative teamwork, and cross-functional roles. Supporting this, I am an effective communicator and relationship builder with sharp research, analysis, problem solving, and decision making abilities.


Complementing my strong professional background, I am currently pursuing a Master of Science in Health Administration and previously earned Bachelor of Arts and Associate degrees. I have also completed a Certificate in Medical Office Management.


As a Customer Call Center Division Director, I am confident I will be able to deliver immediate and long-range results, with a continual commitment to supporting you in achieving and surpassing your goals. I welcome the opportunity to interview at your earliest convenience, and look forward to your response.






Bettina Randle

Bettina Randle

0000 xxxxxx xxxx , xxxx , xxxxx 00000

SSN: xxx-xx-xxxx

Veteran Preference Points: N/A

Clearances: N/A



Vacancy Announcement#: DMDC-18-10065884-MP

Position Title: Customer Call Center Division Director

Dept: DoD-Defense Human Resource Activity; Defense Manpower Data Center

Control#: 482208900


Core Qualifications


Healthcare Industry Professional; Customer Service/Support Call Center Management; Defense Enrollment Eligibility Reporting System (DEERS); Insurance Providers; Benefits Administration; Regulatory Compliance; Claims; Quality Assurance; Policies and Procedures Development; Process Optimization; Staffing; Training and Development; Team Leadership; Performance Evaluation; Budgeting; Profit and Loss; Administrative Operations; Research; Analysis; Problem Solving; Information Management; Management Reporting; Communications; Customer Education


Professional Experience


June 2016-Present

Apria Healthcare

Little Rock, AR

Hours Worked per Week: 40+

Salary: N/A

Supervisor Name: N/A; Phone Number: N/A; May Contact: Yes

General Manager

In an executive-level role, successfully steer broad-scope branch operations, with direct accountability for total P&L and achievement of aggressive performance goals; spans customer service, accounts receivable, clinical, distribution, and business development. Optimize bottom-line profit margins through close monitoring of staffing levels, expenditures, asset equipment utilization, and inventory levels.

Effectively implement and manage operational/office procedures and controls in compliance with federal, state, local, and Joint Commission regulations and company policies. Expertly develop and execute performance improvement processes to continually boost results. Collaborate in developing, interpreting and implementing new policies. Proficiently identify inefficiencies, troubleshoot issues and deliver innovative solutions.

Expertly hire, coach and direct staff; includes conducting performance appraisals as well as defining and initiating appropriate corrective actions. Strategically manage and supervise workflow/projects to meet critical deadlines and performance standards.

Drive revenue production through dynamic sales leadership. Assist in developing budgeted sales goals and track to ensure achievement of goals; additionally assist in evaluating and analyzing sales activities as well as developing effective sales strategies. Facilitate efficient acquisition business integration. Create and maintain a customer-focused environment, with commitment to ensuring delivery of superior service. Promptly address issues and inquiries across patients, physicians, referral sources, and related stakeholders.

Bettina Randle Page 2 of 3

Oct 2010-May 2016

HealthScope Benefits

Little Rock, AR

Hours Worked per Week: 40+

Salary: N/A

Supervisor Name: N/A; Phone Number: N/A; May Contact: Yes

Health Advocate; Nov 2014-May 2016

Progressed to contribute expertise toward assisting clients in efficiently navigating open enrollment process of Third Party Administrator (TPA) health benefits as well as providing education on benefits and high-dollar-value claim issues. Expertly referred clients/patients to optimal resources based on medical needs and coordinated access to services ranging from financial assistance and legal aid to education.

As advocate for health, consulted with members on strategies for attaining healthy lifestyles. Developed and established proactive guidelines for disease prevention.

Call Center Customer Service Supervisor; Oct 2010-Nov 2014

Steered wide range of high-volume call center operations including human resources, customer service, production, and financial; achieved impressive average speed of answer (ASA) of 30 seconds or below. Took the initiative to track and adapt to emerging trends in call center operations management in order to ensure top performance across productivity, efficiency, cost-effectiveness, and service levels. Collaborated in facilitating efficient enrollment for Healthcare Reform members.

Successfully recruited, selected, oriented, trained, developed, and led high-performance team to continually deliver world-class client services. Directly assigned, evaluated, and managed 35 Call Center Representatives; monitored inbound and outbound calls to ensure quality phone etiquette and client services. Actively participated in facilitating ongoing training and development programs.

Maximized profitability by effectively estimating financial requirements, developing annual budget, allocating expenditures, and analyzing variances. Defined and implemented targeted action plans to improve use of financial resources and control costs. Promptly addressed and resolved escalated payment issues; included creating detailed spreadsheet to effectively track escalations and subsequent resolutions.


July 2003-Oct 2010

Arkansas Blue Cross and Blue Shield

Little Rock, AR

Hours Worked per Week: 40+

Salary: N/A

Supervisor Name: N/A; Phone Number: N/A; May Contact: Yes

Quality Assurance Claims Supervisor / Auditor; May 2009-Oct 2010

Promoted to recruit, train and supervise 21 Representatives and serve as Lead Project Manager on key Wal-Mart program. Closely monitored phone calls to ensure effective coaching, training and quality control; minimized redundancies in Claims Analyst efforts by strategically redirecting quality assurance initiatives.

Effectively formulated quality regulations and evaluations by thoroughly monitoring data flow and applying findings. Efficiently coordinated claims projects supporting external and internal initiatives, including auditor and examiner evaluations. Actively collaborated with Claims Department in achieving 0% error rate target. Reduced auditor claims by strategically controlling resources. Proficiently reviewed and analyzed cost reports and presented final reports to senior management.




Bettina Randle Page 3 of 3

Quality Assurance Analyst / Call Center Supervisor; Aug 2005-May 2009

Progressed to manage high-volume inbound/outbound call center and steer Medicare project; effectively led team of 25 direct representatives to achieve ASA of 45 seconds or less. Boosted performance by monitoring and analyzing quality and delivering solutions as well as contributing ideas and constructive feedback for improving communications and coaching team in time management and work ethic. Conducted monthly monitoring of call center with contractor s beneficiaries using approved quality scorecard and criteria for reporting.

Customer Care/Claims Analyst; Jul 2003-Aug 2005

Efficiently collected HIPAA verification on all calls in accordance with requirements. Proficiently processed 150+ claims daily. Successfully resolved high volume of customer service issues through thorough research and analysis, expert troubleshooting and prompt delivery of productive solutions.


Prior Experience (Details on Request)


Document Examiner II, Arkansas Department of Human Services; Dec 2002-Aug 2003

Account Representative, Baptist Health; Jun 2002-Aug 2002

Senior Provider Relations Analyst, Electronic Data Systems; Jan 1995-Jun 2002




Strayer University

Degree: MS, Health Administration

Earned: N/A; in progress, Jan 2016-present


Credit Hours Earned: N/A


University of Arkansas at Little Rock

Degree: BA, Speech Communications

Earned: 2015


Credit Hours Earned: N/A


Pulaski Technical College-Little Rock, AR

Degree: Associates of General Studies

Earned: 2011


Credit Hours Earned: N/A


Certifications/Specialized Training


Certificate, Medical Office Management-San Jose, CA


Technical Skills


Microsoft Office Suite: Word, Excel, PowerPoint, Access, Outlook






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