William R Keefer

30 Black Walnut DriveEtters, PA 17319

Home: (717)303-6871wrkeefer@gmail.com

Experience

KDS Delivery systems-Owner11/2014-Current, Etters PA

Delivery package and medical supplies for a vast clientele base. Developed computer generated invoicing and billing procedures. Same day delivery with 24hr service

Marketing Manager/Customer Service7/2014-11/2014 Days Inn, New Cumberland, PAHandled customer inquiries, complaints, billing questions and payment extension/service requests. Calmed angry callers, repaired trust, located resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.

Key Accomplishments: Managed a high-volume workload within a deadline-driven environment. Became the lead “go-to” person for new reps and particularly challenging calls Helped company attain the highest customer service ratings (as determined by external

auditors.Assembly Worker9/2013-4/2014 Harley Davidson (Manpower) York, PA

Assembled and installed prefabricated motorcycle parts and components to form subassemblies and finished motor vehicles.

Position and install parts, subassemblies and accessories such as engines, transmissions, instrument panels using hand and power tools and other aids like overhead hoists

Key Accomplishments: Contributed to an 80% production quote increase in 2014 by improving lead-generation and

processing techniques. Met or exceeded production completion of 400+ motorcycles daily per 10 hr shift

Inside Sales Account Rep/Customer Service Rep8/2012-9/2013 Wesco Distribution (Manpower) Lemoyne, PA

Obtained orders by answering telephone calls, verifying and entering items, transferring orders to fulfillment, explaining stock-outs and expected delivery dates. Reported industry trends, Collaborated with Outside Sales Increased orders, Opened new customer accounts,Kept abreast of new products,Identified ways for continuous improvement of processes. Prepared, generated and follow up on verbal or written quotations

Key Accomplishments: Resolved an average of 550 inquiries in any given week and consistently met performance

benchmarks in all areas (speed, accuracy, volume) Gainfully reestablished several accounts lost to poor customer service generating a 15%

increase in sales Implemented and Processed 13 million dollar account from inception to completion with less

than 3% error rate in delivery and customer satisfaction.

Independent Contractor - HVAC Asst., Electrician Asst., General Labor

5/2005-8/2012 Etters, PA

Electrical Asst. - Performs the skilled entry-level work required to install, modify, inspect, troubleshoot, repair,and maintain electrical componants.General Labor- operate and tend machines or used brushes and spray equipment to apply paint, enamel, lacquer or other non-metallic protective and decorative coatings. HVAC Tech Asst. - Performs the skilled journey-level work required to install, modify, inspect, troubleshoot, repair, and maintain heating, ventilation, air-conditioning, refrigeration equipment

Key Accomplishments: Obtained certification as an HVAC Technician Achieved 98% customer satisfactory rating for HVAC and Electrical service and installation Processed customer complaints and billing errors within 24hrs with Contractors.

Medical Assistant Program Specialist3/2002-5/2005, DPW/Pharmaceutical Div., Harrisburg PA Developed and implemented legislation that impacted Medicaid and Medicare recipient pharmaceutical benefits. In addition, implemented and update the drug file and drug formulary file on a monthly basis. Provided expert testimony to other states in processing of Medicaid/Medicare claims processing, billing and dispute resolution.

Delivered formal presentations to government boards and decision makers in the pharmaceutical arena.

Negotiated resolutions with Generic Drug companies to achieve a 45% savings (valued at $1,860,000.00) in past due payments and interest

Planned, recruited and facilitated staffing and management for the Commonwealth Drug Utilization Review (DUR) Board

Medicaid Case Worker2/1999-3/2002 Department of Welfare, Harrisburg PA

Initiated and completed processing of Medicaid and Medicare claims for recipients for the Commonwealth of PA. Verified and investigated the recipients background for accuracy and ligitimacy of the claim. Intiated investigations into fraud and abuse of the system and filed documentation with the Appeals department and testified on behalf of the Commonweath.

Key Accomplishments: Processed claims with a 90% efficiency rate of 250 recipient case load Instrumental in developing a new format for processing claims by assembling team

members to process claims as a unit. Reduce number of fraud investigations by 60% on my case load

Vice President, Contract Administration, Marketing and Sales, Customer Service6/1995-2/1999 Managed Care Rx/Mednet-Mediclaim PBM. Camp Hill PA

Developed innovative delivery methods to accommodate a variety of clientele. Negotiated contract agreements from inception to completion. Monitored and prepared RFP/IFB for State, County and Private pharmacy benefit management programs and delivery of medications to a diversity of nursing homes, correctional institutes and universities. Developed marketing material for distribution through mail, email and internet methods.

Key Accomplishments: Negotiated exclusive contract with Commonwealth of Pennsylvania to provide medication to all

State Correctional Institutions

Established a 95% Customer Satisfaction rating with on time delivery and 100 % rating with zero error for prescription fill.

Processed all complaints, delivery problems and contract issues to meet or exceed customer needs, via phone, email or in person.

Developed and implemented web browser that was user friendly and customer oriented

EducationSteelton Highspire High School 1969-1975 Business GraduateAcad Medical Arts/Business 1995-1996 Legal Asst GraduateThomson Institute 2006-2007 HVAC Tech GraduateCedar Valley Comm College 2009-2010 Auto Tech Graduate

SkillsSkill Name Skill Level Last Used/Experience Customer Service Expert 2014/25 years

Call Center Service Operations

Expert 1995/5 years

Complaint Handling / Dispute Resolution

Expert 2014/25 years

Sales Lead Generation Expert 2014/25 years

Data Entry / Records Management Expert 2014/25 years

Multiline Phone Use Expert 2014/10 years

MS Word, Excel and Access Expert Currently used/25 years