Goal-oriented Customer Service Manager with 5 years of experience leading and motivating a customer service team. Detail-focused and driven to help employees succeed in meeting and exceeding business and professional goals. Charming leader skilled in communication and collaboration for best-in-class service.
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• Conduct qualitative and quantitative data collection, including completing stakeholder interviews and case record reviews.
• Demonstrate awareness of resources available to clients and other team members.
• Document and report issues with compliance, standards of care and quality assurance requirements.
• Implement methodologies, evaluations and analysis plans.
• Ongoing efforts to understand service delivery system for programs administered by states and monitored by federal regulators.
• Serve on Diversity and Inclusion Philanthropic Working Sub-group.
• Write monthly reports to amplify strengths and highlight areas in need of improvement.
• Acted on behalf of the Director to establish priorities and resolve problems that were administrative in nature.
• Analyzed processes and practices to develop strategies that improved efficiency.
• Created new programs that resulted in increasing productivity and customer satisfaction.
• Maintain client relationships and generate new ones, prepare contracts, coordinate month end remittance to clients, data entry.
• Managed quality assurance program, including on-site evaluations, internal audits and client surveys.
• Participated in meetings on Director's behalf inform after the fact.
• Prepared financial statements, grant reports, and various other monthly, quarterly and annual financial reporting.
• Scheduled meetings,recorded meetings to transcribed minutes for dissemination, track and update action items.
• Tackled and addressed top-level, high-priority issues while maintaining professional administrative discretion.
- Analyzed complex accounting systems to obtained comprehensive picture of what to keep, change, normalize or assimilate post-merger.
- Collaborated to frame effective policy approaches and developed comprehensive training manual.
- Coached and developed employees to meet targets or move bar to improve performance.
- Evaluated calls to assess performance of customer service representatives.
- Gathered information regarding insurance products, group billing and agent commissions during merge and acquisition.
- Identified and promoted employees that welcome more responsibility and demonstrate advancements in professional skills and knowledge.
- Maintained cheerful outlook and collaborative work environment to build mutual respect and trust.
- Performed ongoing customer service representative performance reviews and evaluations for 8 call center employees.
- Reviewed complex group billing records to resolve any unaddressed concerns customer service billing issue.
- Provide opportunities for ongoing training and professional development to all employees throughout their tenure.
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School Attended
- University Of Arkansas At Little Rock
- University Of Arkansas Clinton School Of Public Service
Job Titles Held:
- Continuous Quality Improvement Analyst
- Executive Assistant to the Director, Court Service
- Call Center Customer Service Supervisor
Degrees
- Bachelor of Arts
- Executive Master of Public Service
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