18 years of overall strategic and operational responsibility for staff, programs, expansion, and execution of organizational programs and missions. Deep knowledge of field, core programs, operations, and business plans. Able to oversee and manage over 100 employees while ensuring timely completion of deadlines and remaining on or under budget. ADDITIONAL SKILLS Strong oral and written communication skills. Excel in building relationships, diversity, integrity, teamwork, and employee development. Takes ownership and requires minimal direction. Proficient in Microsoft Word, Excel, Outlook and Power Point, along with AS400. Excellent innovation and problem solving skills with an ability to pinpoint disconnects and find creative solutions. Exceptional customer relations skills who consistently seek courteous resolutions to build customer loyalty. Outstanding project management skills, implementation, follow through, detail and goal oriented. Extremely organized, analytical, and self-motivated.
Assistant Director of Billing Operations February 2013 to August 2014Med America Billing Services Inc － Modesto, CA
Private Business/ Management Consulting 2015 Now Help business owners improve processes, utilize systems to be more productive.
Identify disconnects and find innovative solutions.
Work with teams to improve morale and increase productivity.
3 Billing Regions / 37 ED Sites: Responsible for 3 Managers, 1 Assistant Manager, 22 Billing Supervisors, 22 Assistant Billing Supervisors and 100+ Billing Specialists.
Responsible for precise income of chart flow, registration and invoicing for over 140K patient visits per month.
Responsible for monthly Accounts Receivable in excess of $5.1 Million per month.
Accountable for analyzing and maintaining a goal of less than 10% Accounts Receivable of over 120 days.
Monthly calls with providers to analyze our Qlikview-Dashboard, review coding, financials, and productivity reports.
Responsible for a well organized, efficient process of collaboratively on-boarding new sites to MBSI.
Watched over daily EDI transmissions, worked with the EDI team and/or hospital if errors occurred.
Special Projects: *Watching for trends and investigated any rise in any particular type of denials.
Had bi-monthly meetings on how best to work with problem payers.
Created training materials and presentations with my managers to help new leaders.
Managed in excess of 40,000 incoming patient calls per month.
Took in over $600,000 in payments monthly.
Utilize predicative dialer for outbound collection calls.
Fraud Supervisor November 2010 to March 2012Credit Union CO-OP Financial Services － Rancho Cucamonga, CA
Manage 30 Fraud Analysts with 3 other supervisors.
Measured productivity, procedures and attendance were followed.
Responsible for monthly call monitoring, new procedure updates shared and documented, and attendance reporting.
Manage client contact list, and handle research and investigations on high level client issues.
Project Management - Create a Mentoring Plan Supervisor to head the team to create a Mentoring program for the organization.
Organize, plan, and develop all processes, forms and structure for the new program for the organization.
Branch Operations Manager August 2008 to May 2009CompuPay Payroll Inc － Selma, CA
Manage Payroll Operations for 5 departments; Implementation, Service, Technical Assistance, Tax and Distribution.
Provide daily operational guidance for 30 employees and 5 Supervisors.
Ensure service delivery met client expectations, and met or exceeded service center's performance goals.
Project Management - Create a Supervisor Leadership Handbook The Supervisor's had no leadership training.
I compiled leadership materials over the years and used that to create a Leadership handbook for them.
It covered HR policies, professionalism, teamwork, and managing their teams and tasks.
Client Service Manager February 2005 to July 2008ADP Tax and Financial Compliance Services － San Dimas, CA
Manage 9 Account Managers with responsibility for 80-100 Fortune 500 clients' payroll tax deposits and filings.
Develop Account Managers for future growth and ensure they provide world class service to clients and our service goal of 82% was exceeded at 84%.
Project Management: New business Development Selected to help start up ADP's new Stand Alone Accounts Payable product.
Organize, plan, and develop all processes, work with vendor and structure of the new business unit from sales to client service.
New Hire Training Coordinate new hire on-boarding and all aspects of the new hire training program.
Client Visit Module Protocol Create the complete framework, power point modules and training for presentations.
CSR , Team Manger, Operations Manager Director level March 1992 to February 2005Sears Credit Billing Call Center － Rancho Cucamonga, CA
Manage inbound customer service and sales area with 6 Unit Managers and over 100 associates.
Develop Unit Managers for growth, manage department to exceed service quality standards in productivity, sales, as well as staffing and human relations issues.
Dedication to activities that support these perimeters and provide excellence in customer contacts and escalations As a Team Manager took two separate teams from the bottom of the rankings to the top and sustained top rankings in all metrics by developing individual opportunities.
Special Accomplishment: Top team in the Nation, winning the VP Champion Award 3times.
Project Management: National Assist Team Single Point of Contact (SPOC) Appointed by the Vice President of the organization to spear- head the process multi-unit management, taking each in-house Assist Team and create a National Assist Team for the entire network of National Account Services Departments.
Maintain and ensure consistency in all areas of this business.
3 Years) Management Operations Systems /Sales Champion Create, plan, introduce and train the National rollout for the new operating system to all levels of management and associates.
This included consultative sales techniques, using a sales call model, productivity and sales reports, coaching and development requirements.
1 year) Sales Champion-Taught consultative sales to 400 CSR's and to reinforce it I created a Sale's Coaching Team of their peers.
Unit Quality Champion- Facilitate the launch of a new process of customer service quality monitoring.
Calibrate monitoring scores with Managers, train all levels of local management to ensure consistency of service.
Masters of Arts DegreeBiola UniversityGPA: Graduated with Honors GPA: 3.8Graduated with Honors GPA: 3.8
Bachelors of Science DegreeBiola University
Graduated : Finance Finance and Related AccountingCalifornia Polytechnic UniversityGPA: GPA: 3.97GPA: 3.97
Accounts Payable, Accounts Receivable, ADP, Analyst, Assistant Manager, Billing, bi, Call Center, Coaching, Client, clients, customer service, delivery, EDI, financials, forms, HR, human relations, invoicing, Leadership, leadership training, managing, Management Consulting, materials, meetings, Mentoring, power point, network, New business Development, operating system, Payroll, policies, presentations, processes, improve processes, coding, Project Management, Quality, reporting, research, Sales, sales reports, staffing, Supervisor, Tax, teamwork, Technical Assistance, training materials, type, well organized