Christine Feliciano
Huntley, IL 60142 |- |-| www.linkedin.com/in/christinefeliciano2020
PROFESSIONAL PROFILE
MBA professional with 15+years of success in management, administration, communications, and customer service within global diverse environments in Healthcare, Retail, Manufacturing, Public Relations, and the Event Planning Industry via remote and face to face interpersonal skills.
Founder of award-winning Christine the Officiant 7+years, 2017 & 2018 Chicago Small Business Excellence Awards, Thumbtack Best of 2015 & 2016, and partnership with Basic Invite and featured in Chicago Voyage Magazine
Supporting Executive level cross functional teams while developing, evaluating, and utilizing processes using detailed analytics such as KPI’s with strategic implementation building strong and effective foundations.
Languages: Bilingual; English and Greek
Technical Skills: MS Office Suite, Teams, Google, Windows 10, QuickBooks, Mailchimp, InContact, Midas, SAP, Crystal, Visual, Outlook, Slack, CRM, Live Plan, Xceyls, Meps, SharePoint, USPS verification, Linguistica, Duo, Central Point, Citrix, IVR, CTI, Jabber, Cisco, I3 Interaction
EDUCATION
University of Phoenix
Master of Business Administration (Remote Based) October 2020
Bachelor of Science in Business (Remote Based)June 2019
General Management Certificate August 2018
Member of National Society of Leadership and Success
International Open Academy (Remote Based)
Teaching English to Speakers of Other Languages Certificate September 2020
PROFESSIONAL EXPERIENCE
Robert Half 12/2019-04/2022
Account Supervisor PORT Team (Centene Fortune 25-Remote) 11/2021-04/2022
Reduced member issue/concern by 95%, saving company and member time with identifying solutions, actively listening, anticipating needs, asking probing questions, and advising an appropriate course of action while utilizing company tools for eligibility of current and future insurance/medical plan. 94.5 % Star Rating Customer Service. Provide education for medical needs. Last Call Resolution to provide member education on account information in accordance with CMS Guidelines.
Promoted to Research and Development Team/PORT within two months as Account Supervisor. Demonstrating sympathy, sincerity, compassion, and empathy while building relationship with members that may include being in great stress and critical life altering situations.
Billing and claim data, support member concerns, or delegate to accommodating departments for the best outcome. Effectively communicating and assisting members while explaining medical terminology/statements and documentation.
Client Services Project Consultant (State of Michigan-Remote) 04/2021-11/2021
Problem-solving, troubleshooting system, analyze, public administration, review, forecast, trend complex claims files and USPS address verification of 83,000+ claims. Data examiner/client confidential service management, call center setting at 30,000+ calls per week, team of 1,200+, and service solutions. De-escalating and defusing clients in highly emotional and vulnerable state, providing solutions, support, and guidance on software application systems
Provide education/support to member complexity of insurance processes and plans, medical/pharmaceutical needs/wellness benefits, and vendor information in call center environment
Executive Coordinator/Administrator (Project Consultant) -/2020
Credit and data analysis for new and existing clients B2B Inspected and controlled D&B reports. Created protocols, data management and procedures for AP, AR, and Client Orders. Retrieved/audited/collected over $100,000 in back payments. Reconciled yearly data electronic and paper copies, account management, provided sales and customer service support.
Christine The Officiant, Huntley, IL & Remote01/2014-Present
Communication Manager/ Founder/Officiant
Created, developed, and founded business in a previously untapped market. Self-funded and built from the ground up. Accelerated into new market and industry, increased sales and revenue by 100% within the first year.
Accomplished 2017 and 2018 Chicago small business excellence award, Thumbtacks best 2015 and 2016, Featured in Chicago voyage magazine, partnership with Basic Invite, Featured in All Business Media FM. Consulted with high profile and celebrity clients; Increased net followers by 400% within one quarter via organic social media content.
Development, Data, and communications; social media content, marketing, brand management strategic implementation of foundational start up, training, strategic implantation, daily procedures, and protocols. Coached four multilingual officiants on: detailed data and documentation management, officiating, consulting sales methodology, and closing techniques catering to a diversified audience.
Planned and executed brand strategy for optimal growth through, competition analysis, brand positioning, user groups and behaviors, cloud computing, viral marketing. Manage legal aspects of licensing, data verification, and completing required government documentation; advise clients on processes. Evaluate, research, and gather data, to write and create entire ceremonies unique to each couple. Perform under high pressure with “one opportunity” to create a tailored and personal ceremony for each couple, public service, public speaker: crowds of 300+
Liz Rae Weddings, Chicago & Remote, IL 10/2017-09/2020
Officiant
Performed and wrote ceremonies 100+audience, achieved 96% client success reviews while executing legal documentation. Advised client resource and data/documentation management resulting in positive proficiency, collaborated and coordinated with vendors to provide excellent service.
New York and Company, Algonquin, IL 10/2009-12/2019
Assistant Manager/Sales Associate
Trained and influenced 15+ sales associates on CRM system, client engagement, marketing, branding, coordinating, and sales relations to improve speed, efficiency, and goals. Increased daily sales goals by 40% while developing customer-focused relationships, generating sales, and a credit lead for $1.5M revenue store while achieved weekly goals.
Coster U.S.A. Inc, South Elgin, IL 11/2004-11/2007
Executive Assistant to Operation Manager
Managed, oversaw, and composed $250M+ product orders for global/international clientele and B2B such as Johnson & Johnson, Unilever, Procter and Gamble, and Paslode (including sales, credit analysis, purchase orders, freights, equipment, and production) Seize responsibility for operations while Operations Manager was LOA.
Processed payroll, HR benefits for 30+ employees. Created new policies and documented procedures according to US standards, account management, pricing, OSHA requirements, manufacturing requirements, etc. Assessed and established ISO, OSHA, and SAP training certifications. Developed and applied different processes per the United States standards, converting European standards to United States standards and vice versa. The initial point of contact for United States Operations working cohesively with CEO and Operations Manager. Ensured accuracy of regulations, including billing, freight, company policies, startup documentation, and procedures that allowed for structured implementation with U.S. regulations.
Dr. Joseph E. Canzona DDS, Evanston, IL 01/2003-10/2003 Administrator
Processed 15+ patients daily, account management, and advised on protocols for aftercare and safety guidelines. Optimized file/patient documentation and created an updated methodology which saved processing time by 50%. Reconciled and managed AR/AP, including pricing, evaluated patient responsibility, and maximized insurance benefits saving patients $1000+ in upfront service costs/copayments.
Illinois Bone and Joint Institute, Des Plaines, IL 11/2001-01/2003
Switchboard Operator/Call Center Scheduler Corporate Office
Trained and evaluated new hires, generated, and developed new hire documentation and processes to work more effectively. Operated, and assessed 600+daily calls, acting as a liaison between patient and nurse or doctor to determine next steps for the patient. Insurance preauthorization and processing and created protocols for 10+doctors in the medical and clinical database.
LEADERSHIP AND VOLUNTEER EXPERIENCE
Georgian Place Homeowners Association, Director2021-Present
Property improvement evaluation and authorization; newsletter distribution, marketing, and social media manager
