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  1. 1. Bruce Degerdon 5409 Hull Street Road, Apt. 12 Phone (mobile) 540-597-2106 Richmond, VA 23224 Email: mountainskytop@yahoo.com mountainskytop@gmail.com www.linkedin.com/pub/bruce-degerdon/6/626/799/ OBJECTIVE: To obtain a responsible position in the Richmond VA or greater surrounding regions or potential relocation geographic areas where I can effectively use and apply my substantial business experience, skills, talents and education. I am able to travel extensively. Relocation considered for the right opportunity. Contract opportunities considered. Heavy travel (Road Warrior) OK.I am a US citizen and hold a valid US passport. EXPERIENCE United Health Group - UHG/Equity Staffing Group, Inc. Roanoke, VA 8/2010 – 12/31/2011 Producer Help Desk Generalist – Temporary Contract Staff Employment via Equity Staffing (Broker Agent Service Representative) • Assisted and provided consulting to our Licensed Broker/Agents across the USA in sales and marketing efforts for Medicare Advantage, Medicare Supplement (Medigap) and Part D Prescription drug plans. Large call center environment. • Extensively trained and certified in all programs of UHG Medicare related health policies and Plans available in all 50 States. Also specially appointed and licensed to assist Licensed Telesales Agents in eligibility qualifying of potential consumer enrollees for Medicare Advantage, Part D PDP (Prescription Drug Plans) and also Medicare Supplement (Medigap) Plans from leads generated across the USA during the AEP (Annual Enrollment Period). Medicare Advantage (MA) plans included HMO, PPO, PFFS, SNP, DSNP, and HMOPOS. Knowledgeable in HIPPA compliance. • Resolved broker/agent inquiry issues including licensing, certifications, and researched plan coverage’s and other plan questions. Educated Licensed Health Plan Broker/Agents in the use of the online producer internet portal tools available to broker/agents in support of managing their broker/agent book of business. • Probe Broker/Agent inquiries regarding complex health plan coverage and eligibility issues. Analyzed the reason/purpose of inquiry, resolved Issue(s) if necessary, referred to other appropriate internal departments for further resolution. Also researched agent commission questions and issues. Extensive use of computerized proprietary corporate software/databases and related government databases. • This was a temporary staffing contract of 17 months through Equity Staffing group which ended as of 12/31/2011.
  2. 2. Dish Network LLC – Christiansburg, VA 4/12/2008 to 8/4/2010 Technical Service Representative  Large sophisticated Call Center environment performed highly complex satellite troubleshooting of customer issues regarding receiving satellite signal quality, programming, and equipment performance issues.  Resolved issues via phone and, if unable to resolve, arranged the appropriate field service work orders to resolve issues by Field Service Technical Service Representatives.  Customer Service functions regarding billing account issues, disputes and resolution.  Upgraded /downgraded account sales issues concerning equipment configurations and programming options and plan choices. Made adjustments to account as necessary. Flash Global Logistics, Inc. Pine Brook, NJ 2/13/2007 to 4/10/2008 Customer Service Representative/Associate – Third shift operations  All customer service/call center duties involving the taking, modifying, cancelling, scheduling shipping of complicated electronic replacement parts orders from a global “Blue Chip” customer clientele. Third shift operations.  Tracked orders in-transit status and shipment progress through to ETA and final delivery.  Scheduled shipments via appropriate air or ground means of transportation including NFO (Next Flight Out) critical priority shipment orders on an international basis.  Dispatched shipments to client base from our world-wide network of warehouses and couriers to all points on the globe. Europe Limousine – Paramus, NJ Dispatcher – Third shift 2004 – 2007  Dispatched stretch limousines, sedans, vans and buses to V.I.P. “Blue Ribbon” clientele throughout the NY/NJ metropolitan area via sophisticated computerized dispatch reservations system.  Driver base consisted of approximately 120 persons and was entirely comprised of independent owner/operators. Performed the third shift dispatching functions/operations. Airedale World Class Limousine/Ramsey Taxi – Mahwah, NJ Dispatcher 4/8/00 – 5/14/03  Dispatched up to 20 professional sedan, van, bus, and stretch limousine drivers in the NJ/NY metropolitan area for heavy corporate V.I.P. personnel client base.  Simultaneously dispatched for sister taxi company (Ramsey Taxi) for local transient rides.  Heavy driver management, supervisory skills and dispatch/reservation systems knowledge and experience.  Utilized state of the art computer text messaging paging, dispatching software (Limoware), plus the Apollo airline flight tracking and monitoring system. Heavy two way (Nextel) radio communications with drivers. Solved problems as they occurred.  Took new reservations, cancellations, and reservation changes from clients.  Ran the night (third) shift, from 10 PM to 6 AM. State of New Jersey Probation Officer – Criminal Division 1/8/96 – 4/29/98  In the Criminal Division, performed criminal Pre-Sentencing investigations and Pre-Trial investigations. Made Officer Assessments and recommendations to the court.  In Adult Criminal supervision Division, (post sentencing), supervised a caseload of approximately 180+ persons convicted and on probation for various criminal felonies of all descriptions and kind under Title NJS2C of the New Jersey Criminal Code. Included field work investigation, monitoring of probationers, and their supervision. Appeared in court as Officer as required.  Initiated and/or participated in the arrest of probationers when necessary  Periodically, assisted Judge on the bench with the criminal caseload before the court.
  3. 3. Occupational Center of Hudson County – Jersey City, NJ 1/92 – 1/5/96 Employment Specialist/Job Coach  Non profit organization serving the adult disabled and economically disadvantaged population in an inner city environment. ADA compliance orientation.  As a member of the Rehabilitation Staff, developed job opportunities and placed graduating agency education program clients in suitable employment.  Monitor client performance on job. Coached clients as applicable.  Performed individual and group career counseling.  Taught job seeking skills in individual and formal group classroom settings.  Extensive field work developing job opportunities and working with potential area employer contacts.  Twice awarded Rehabilitation Staff “Employee of the Month”. The Equitable – Clark, NJ Registered Representative/Independent Agent 1/90 – 1/91  Marketed a full line of financial products and services to groups and individuals.  Products and services included mutual funds, life and health insurance, and annuities.  Held NASD securities Licenses, Series 6 and 63, and also NJ and NY Licenses in Life, Health, and Annuities. Ellwood S. New, Inc. Rutherford, NJ Real Estate Agent/Salesperson 1985 – 1991  New Jersey Licensed Real Estate Agent and Realtor  Listed and sold commercial and residential real estate. Doubleday and Company, Inc. Garden City, Long Island, NY 1981 - 1984 Director – Credit and Collections  As a member of the Corporate Treasury Staff, responsible for developing and implementing viable corporate credit, collection, and accounts receivable risk administration, world-wide. Revenue base was in excess of $750 million annually.  Operations included approximately 20 corporate divisions and subsidiaries in the USA and around the world.  Established monthly standardized reporting and performance statistics for these operations, as well as monitoring performance from a Staff position standpoint. The Hertz Corporation – Truck Division – Parsippany, NJ 1979 – 1981 Division Credit Manager  Responsible for converting Credit Operations from a decentralized to a centralized operation serving Hertz district location throughout the USA and Canada.  Organized this new Credit operation and recruited and managed the department staffing necessary to process, analyze, approve or decline credit for long term truck fleet leasing transactions. Also, a high volume daily truck credit approvals for rental transactions.  Established online real time system handling credit approval or decline of the high daily transient truck rentals transactions across the USA and Canada.  Responsible for sole negotiating and implementing a 5 year 75 million dollar leased truck fleet fuel purchasing program through a third party vendor.  Consulted with all other division departments including, Finance, Accounting, Operations, Collections, Systems, and Corporate General Counsel as to policy and procedures. Education Upsala College, East Orange, NJ B.S. Business Administration B.S. Human Resources Management KEYWORD/SKILLS SUMMARY: Heavy experience in; General Administration – Department Management, (in both Line and Staff operations and capacities) – Credit, Collections, and Accounts Receivable (A/R) Administration operations and Management - Customer Service – Medicare Advantage – Medicare Supplement (MediGap) – Part D Prescription Drug
  4. 4. Plans - Health Insurance – HIPPA knowledge and compliance - Billing – Accounting - Accounts Payable (A/P) – Customer account analysis – Customer Charge Back resolution/settlements – Claims – Customer Service - Transportation and global warehousing Logistics – Dispatching and Dispatching Operations and related two way radio communications/computer support and reservations and computerized dispatching systems – Seasoned in large National/International Call Center work metric driven environments - Complex Technical Services (satellite) customer/client troubleshooting - Sales and Marketing - Staff recruitment and training - International Trade – Documentary and Standby Letters of Credit (both Domestic and International) - Computer systems and support – Negotiable Instruments/Sight Drafts – Bills of Lading and Air Waybills - Private non-profit plus government sector experience – Law Enforcement/Criminal Justice experience - Criminal Probation Officer Operations – ADA and HIPPA compliance - Experienced in a number of licensed areas including insurance, investments, and real estate including Securities, Series 6 and 63, plus Life, Health, Annuities and Real Estate – Computer experienced and literate in Microsoft Office Suite including Word, Excel, Power Point, Outlook plus many various proprietary industry/company specific software applications – Internet research experienced – Excellent platform and presentation skills’ - I am a US citizen. I can travel extensively, including internationally as may be required and I currently hold a valid US passport.