1. Ralph Giordano
1390 SW Vizcaya Circle
Palm City, FL 34990
772‐263‐0858
rgiord54@comcast.net
SUMMARY:
An experienced Supervisor with over 12 years in a fast paced customer service and call center environment.
Work well under pressure handling personnel problems and problems with the public. Self‐driven and motivated
constantly expanding my people skills and computer knowledge.
HIGHLIGHTS:
Superior communication skills Self‐motivated
MS office proficient Superior organizational skills
Effective trainer and team player Dependable and reliable
Avaya software customer management systems Results driven
ACCOMPLISHMENTS:
 Boosted customer service ratings by 40% by developing and improving work flow.
 Responsible for training 300 employees on policies and procedures of Liberty Medical, in Florida and the
Philippines.
 Created other employee training programs as necessary to improve efficiency and employee morale.
 Experienced in customer satisfaction area as a recognized problem solver.
EXPERIENCE:
11.09.12 to present –Order Review Team –
 Review and evaluate orders to ensure product accuracy and compatibility.
 Record all customer information accurately into all sales and tracking systems with the ability to multi‐
task.
 Review account information for completeness and accuracy based on organizational, payer/plan, and
regulatory requirements. Performs in a manner that will prevent errors in order to ensure proper
billing.
 Keying order information into Liberty’s CRM system with accuracy and efficiency.
 Familiarity with insurance plans and coverage, as well as the ability to fully evaluate plan benefits
and/or restrictions.
 Knowledge of document requirements including but not limited to: DO, AOB, BGL, PPN, RX and
prior authorization.
 Ability to fully evaluate Liberty’s products and services using features and benefits.

2. Ralph Giordano
1390 SW Vizcaya Circle
Palm City, FL 34990
772‐263‐0858
rgiord54@comcast.net
 Ability to multitask between systems, job aides, and instructional tools in an effort to ensure the correct
supplies is processed to the correct payer(s) for the correct eligibility time.
 Provide feedback to other teams regarding errors, trends, etc.
 Meet or exceed performance goals on a daily basis, all scorecard expectations on a monthly basis, as
well as other employment objectives such as:
 Quality
 Productivity
 Adherence to Schedule
 Adhere to all company policies and procedures and overall employee conduct expectations.
 Regular and reliable attendance is required with flexability in scheduling to meet changing business
requirements.
11.05.09 to 11.09.12 –Work Force Coach –
 Reviewing work performance of staff for compliance with policies and procedures, as well as sales forecasting
reporting directly to VP of Customer Service.
 Created collaborative classroom experience through at Liberty Medical.
 Staff training and development
03.01.03 to 05.05.07 – Team Leader
 Supervised a team of 35 staff members. Responsible for training, motivating and work performance.
 Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of
customer satisfaction
PERSONAL:
1/1/1971 Military. U.S. Air Force Six Years, in the Air National Guard as an Engineer Environmental Support Specialist
and Civil Engineer