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RONALD M. CARTWRIGHT JR.

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5390 Brendonridge Rd., Indianapolis, IN 46226
Home 317-547-4482, Cellular 317-717-7845, rc6f0506@westpost.net
CAREER SUMMARY
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* Self-motivated, articulate individual with 11 years experience of exceptiona
l leadership, organizational and supervisory skills, encompassing key values of
integrity, honesty, appreciation, teamwork, growth and results-orientation with
an eye toward continuous improvement.
* Respected team leader with excellent interpersonal skills. Interact well wit
h individuals from diverse cultures and all professional levels. Teach, train, m
entor, motivate and evaluate personnel to achieve the highest quality standards.
* Lead special projects and provide strategic insight into operations. Effecti
vely manage and prioritize multiple responsibilities. Ensure adherence to polici
es and procedures to achieve objectives in quality, production, call center/ cus
tomer service practices and cost.
AREAS OF EXPERTISE
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* Recruiting and Hiring Staff
* Performance Evaluations
* Payroll Reporting
* Personnel Supervision
* Field Management
* Managing Approval Activities
* Quality Control
* Organizational Management
* Approving All Exceptions
* Managing Approval Activities
* Scheduling Staff
* Call Monitoring
* Monthly and Quarterly Forecasting
* Budgeting and Controlling Expenses
* Training and Staff Development
* Motivating through Incentives / Contests
* Part A and Part B Medicare policies
* ICD9 and HCPCS Coding and Medical Billing

PROFESSIONAL EXPERIENCE
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Unit Collections Manager 2007 to 2010
[SallieMae] Student Assistance Corporation, Indianapolis, Indiana -
Managed $50 million in monthly collections and oversaw 20 default prevention col
lectors actively pursue delinquent borrowers, averting numerous defaults and the
reby assisting schools in lowering their default rate.
* Ensures compliance with all applicable policies, procedures, laws, and regulat
ions to ensure that established corporate, client and divisional goals were met
and exceeded.
* Provided performance coaching and implemented strategies for career developmen
t
* Analyzed team and individual goals and statistics; developed and proposed stra
tegies, policies and procedures that ensured effective and efficient operation o
f the activities within my direct reports and the department at competitive leve
ls.
North and Central Region of Indiana Field Member Services Supervisor 2002 to 2
006
[United Healthcare Group] AmeriChoice, Indianapolis, Indiana -
Responsibilities included: Managing up to 20 Benefit Ad
vocates in a north & central state region.
* Acted as liaison between Benefit Advocates and other departments, outside agen
cies, and OMPP: Office of Medicaid Policy and Planning, FSSA, or MCO representat
ives.
* Analyzed team and individual statistics; prepared reports
* Devised and implemented incentive programs to improve stats while maintaining
QA
* Trained team and peer supervisors on new program information and policies
* Collaborated with other Regional Supervisors to develop and implement departme
nt goals, objectives and procedures in accordance with program objectives and MC
O contractual responsibilities
* Recruit, interview, hire, and train new Benefit Advocate staff members.
Indiana & Kentucky Beneficiary Assistance Customer Service Supervisor/Specialist
(PROMOTION) 1998 to 2001
[Anthem] AdminaStar Federal, Indianapolis, Indiana -
Acted as team lead for Indiana & Kentucky Part A and Part B Beneficiary Assistan
ce Department.
* Oversaw all daily activities of Customer Service representatives.
* Performed quality audits and other unit CPE measurements.
* Analyze team and individual statistics; prepared reports.
Customer Service Representatives III 1998 to 1998
[Anthem] AdminaStar Federal, Indianapolis, Indiana -
* Answered requests by phone, mail, or in person (walk- ins) regarding MEDICARE
insurance claims or policies.
* Other duties included Medicare Secondary Payer updates, Distribution conflicts
, and Fraud and abuse referrals.
EDUCATIONAL BACKGROUND
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B.S., Sociology, Minor: Psychology 1997
Alabama Agricultural & Mechanical University
H.S. Diploma, Liberal Arts 1989
Cathedral College Preparatory High School
PROGRAM DEVELOPMENT
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* Spearheaded development, planning, Implementation and customer service strat
egies of company-wide Quality Call Monitoring Program (QCM) process improvement,
for AdminaStar Federals (Anthem) Beneficiary Assistance & (DMERC) Durable Medic
al Equipment Regional Carrier Departments. Resulting in a decreased call handle
time and after call time, and 30% reduction of Beneficiary complaints.
* Essential contributor in development, planning and State-wide strategies of
implementation for the Medicaid Select Program to all (DFR) Department of Family
and Children offices.
SYSTEMS KNOWLEDGE
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* ACMS Systems
* IPAL Connection Systems
* ACD Reporting
* Concur Expense System
* Lucent CMS
* Aspect
* Lucent G3R
* FISS Systems
* Lexus Nexus Accurint
* AIM
* Blue Pumpkin
* Custom View Director
* Nortel Networks Symposium
* TCS
* Report Runner
* Crystal Reports
* Novell
* PeopleSoft
* Citrix
* SQL
* Kronos Workforce Timekeeper
* Borrower Pursuit System
* Avaya Predictive Dialer
* FastData Web

PROFESSIONAL TRAINING
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* Conflict Management
* Sexual Harassment
* Project Management
* Time Management
* Resource Management
* Team Building
* Diversity In The Workplace
* Strategic Management
* Customer Service Excellence
* Leadership Training
* Seven Habits of Highly Effective People
* Problem Solving/ Decision Making
HONORS
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* 2001, Outstanding Performance Award, Indiana & Kentucky Customer Service Dep
artment, [AdminaStar Federal] Anthem, Indianapolis Indiana. Annual award bestowe
d on Employee that has exemplified exceptional customer service and attendance.
* 2001, 2001 edition of International WHO'S WHO of Professionals, WHO'S WHO Hi
storical Society, Boston, MA