Joanne Snodgrass

Highly Analytical* Practical* Investigative* Fact-FinderCustomer Relations

joannesnodgrass@yahoo.com

Career Summary• 12 years in Customer Care with T-Mobile, USA and

AmeriBen (TPA)• 8 ½ years troubleshooting computerized

merchandise• 2 years researching medical claims• Earned a position of Customer Service Rep II and

Client Specialist with in 1st year of employment• Subject matter expertise in claims processing,

telecommunications, sales, payment processing, people relations

AmeriBen/IEC Group TPA• Provided exceptional mentoring methods to on-board new hires • Review claims for accurate processing for timely payments• Review of medical records to ensure accurate coding• De-Escalate problems for better customer experience• Advocate for members to enhance their peace of mind

experience• Decipher between a medical claim and subrogation claim• Recognized for Exceptional Customer Relations

T-Mobile, USA Telecommunications

• Demonstrated impeccable customer service to over 1million customer base

• Successfully enhanced revenue by 20% in sales enriching the bottom line

• Actively participated in focus groups to enhance customer experience

• Recognized for keeping company Core Values• Maintained high quality control for customer satisfaction• Review accounts for inaccurate information preventing lawsuits

Unique Strengths• Restorative: Love collaboration groups that lead to positive productivity.

Instinctively assess reasons why goals are missed and deadlines failed.• Exceptional Learner: Looking for ways to continually improve in all

aspects of performance. Instinctively think on the tasks at hand.• Responsibility: Naturally seek out the right way to do things which leads

to better ways to complete tasks• Consistency: Actively bring matter-of-fact awareness to situations that

require hard work.• Analytical: Instinctively rely on observation and assessments to make a

logic and reasonable decision.

EducationDeVry University-GPA 3.70

Honors Graduate

• Health Insurance and Reimbursement• Ethical and Legal Issues• Legal and Regulatory Issues in Health

Information• Health Information Practicum

Capstone• Data Applications• Critical Thinking and Problem Solving• Data Analysis with spreadsheets• Pathophysiology• HIT Practicum

• Computer Applications• Basic Medical Terminology• Human Anatomy and Physiology• English• ICD Coding with Lab I and II• CPT Coding• Pharmacology and Medical Treatment• English• Algebra

• Associates Degree

Volunteer/Personal Development

• Veteran’s Administration• Spokane Valley Outreach• Spokane Valley VBS• Life Care’s of Treasure Valley