Objective:

• Self - motivated home-based management position wif a highly reputable company while utilizing my organizational skills.
• Detail oriented team player wif problem resolution abilities and proven ability to handle multiple tasks.

TECHNICAL SKILLS

• Microsoft Office Suite
• Kronos Time Keeping Software
• ADP
• QuickBooks
• Salesforce
• GroupWise
• Lotus Notes
• Oracle Database
• Access 98
• Avaya
• Mosaic
• Quicken
• Salesforce
• SAP
• VMware
• Onesite
• MRI
• Zendesk
• Workday
• Field Glass
• LinkedIn

PROFESSIONAL EXPERIENCE

Confidential

Program Manager

Responsibilities:

• Developed and managed newly created customer care department for consumer goods and water treatment product manufacturer. Served on executive leadership team. Collaborated wif marketing, sales, and quality departments to analyze customer feedback to improve processes and products, coached team on resolving customer situations. Managed two external call centers for optimal service, before successfully leading project to in-source the call center.
• Launched new department and coordinated effective product, process, and system cross-training for all personnel, resulting in efficient operations, effective workload management, and high customer satisfaction across product lines.
• Managed, hired, and trained a team of 25 Customer Service Representatives
• Identified, communicated, and began measurement against Customer Care metrics for the company, which provided basis on which to gauge how well we are serving our customers, platform for identifying areas for improvement, and means by which to communicate performance to entire company.
• Implemented successful outbound sales calling program.
• Closely managed team of 25 representative, showing steady improvement in service level, abandoned call rate, and first call resolution.
• Initiated and managed mystery shopper program, resulting in improved responses to customers and more effective call handling by call centers.
• Proposed and implemented in-sourcing of call center for improved customer satisfaction.
• Complete Prior Authorization, Insurance Verification, Scheduling Appointments and coordination and demographic information necessary to process the referral.
• Follow up on patient appointment and receipt of appointment notes to close referral.
• Use problem solving, customer service and adapt to changing priorities to overcome issues dat arise.
• Familiarity wif EPIC, ICD-9 and CPT coding, Medical Terminology and all patient demographics.
• Verifying patient insurance / demographics in a timely manner prior to or for same-day appointments to ensure error-free claims processing in a fast-paced environment.
• Correcting errors in various work queues to ensure correct claim filing or refiling of denied claims.
• Verified insurance benefits and Excel training on insurance payers such as Medicare, Medicaid, Aetna, UHC, BCBS, Tricare and more.

Confidential

Team Manager

Responsibilities:

• Drive performance of staff by creating incentives and a positive work atmosphere.
• Track attendance daily and maintain an acceptable adherence rate.
• Responsible for monitoring and scoring calls to enhance coaching sessions and help develop team.
• Coached to success including using the corrective action process when appropriate.
• Provide daily feedback to team on key performance indicators including quality, attendance, and average handle time of fielded calls.
• Administrating recognition and rewards programs to motivate and build team morale.
• Providing subject matter expertise as well as resolving escalated customer issues.
• Communicating wif direct reports regarding new policies, procedures, and client changes in a timely manner.

Confidential

Team Leader

Responsibilities:

• Drive performance of staff by creating incentives and a positive work atmosphere.
• Track attendance daily and maintain an acceptable adherence rate.
• Responsible for monitoring and scoring calls to enhance coaching sessions and help develop team.
• Coached to success including using the corrective action process when appropriate.
• Provide daily feedback to team on key performance indicators including quality, attendance, and average handle time of fielded calls.
• Administrating recognition and rewards programs to motivate and build team morale.
• Providing subject matter expertise as well as resolving escalated customer issues.
• Communicating wif direct reports regarding new policies, procedures, and client changes in a timely manner.

Confidential, Brooklyn NY

Leasing Assistant

Responsibilities:

• Greeted prospective clients, showed community, and performed leasing duties.
• Maintained accurate resident records and issued appropriate notices.
• Reported any service dat needs to maintenance staff.
• Answered and handled incoming phone calls from prospective new residents.
• Notified appropriate staff of move-out notices and vacant units.
• Leasing Applications were processed wifin 24-48 hours of receipt and in accordance wif FCM Qualifying Criteria and Policy & Procedures Manual guidelines.
• All residents and prospects were always treated wif excellent level of customer service.
• Receive, process/log, and file service requests in a timely manner.
• Assist in planning and overseeing resident activities as requested by Community Manager.
• Performed any additional duties the Community Manager or Regional Manager assigned.