Polished and energetic customer service supervisor with 7+ years of experience bringing extensive customer care experience in internal, external
and blended environments. Strength in training and development, client relations and problem solving with a proven track record of delivering world class customer service leadership in administrative, management, and organizational skills of diversified experience.. Recognized for superior
business acumen poised in high-pressure, fast paced business environment. Utilizes project management principles to
independently plan and direct high-level business growth. Proven leader that motivates employees to meet and exceed corporate goals, personal goals and standards while providing a positive impact on performance, efficiency, and morale. Superior passion for leading and assisting others which coupled with my
work ethic continues to propel me to achieve increased levels of greatness.
Escalation and Problem resolution
Effective work flow Management
Excellent time management skills
MS Office expert Customer-focused
Excellent planner and coordinator
Adherence to high customer service standards
Exceptional interpersonal communication
Strong client relations
Billing and collection procedures expert
Medical terminology understanding
to 11/2016 Maximus Federal Services – Irving,
Support and implement emerging business plans and strategies by managing correspondence, escalated issues and regulations.
Assign work to customer service agents based on priority and workflow.
Use independent judgment to solve problems while overseeing a functional department.
Ensures performance metrics are met to be in compliance with service level agreement.
Implement coaching and feedback to team members, including the development of formal corrective action plans through
means appropriate to business line.
Expertise in billing resolutions for government and commercial insurance carriers.
Obtains revenue by conducting research and implement solutions to resolve order and invoice disputes; maintaining customer
relations; resolving problems with payment transfers.
Meet billing operational standards by contributing billing information to strategic plans and reviews; implementing
production, productivity, quality, and customer-service standards; resolving problems; identifying billing system
to direct one or more functions within a department, including staffing, and
Provide expertise claims support to teams in reviewing, researching, investigating, negotiating, processing and adjusting
Review and identify root cause for all escalated service requests and utilize information for continuous improvement within
Customer Service Supervisor01/2009
to 01/2015 Stoneriver Pharmacy Solutions – Memphis,
Supervised the customer service efforts of a department or
team, serving as the liaison between StoneRiver and the external client.
Trained, coached and monitored staff to ensure smooth adoption of new customer service programs, policies and procedures.
Implemented innovative programs to increase employee loyalty and reduce turnover.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Prepared and communicated performance reports by collecting, analyzing, and summarizing data and trends.
Devised and published metrics to measure the organization's success in delivering high quality customer care and billing
Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer
Ensure communication is sent on team performance and findings to practices and revenue cycle management teams on a
assistance, guidance, and mentoring to Patient Account Specialists (PAS)
regarding collection of outstanding receivables and reduction of bad debt.
Maximize efficiency of allocated resources.
Used appropriate cost containment techniques including strategic vendor partnerships to reduce overall cost of accounts toward
auto, workers compensation and healthcare claims.
Act as subject matter expert regarding collections processes, procedures, and regional jurisdictional rules/regulations and requirements.
Assist employee development by providing on-the-job training, mentoring, and coaching to assigned staff.
Work directly with Training and Quality teams as required to increase productivity and effectiveness of staff.
Bachelor of Science: Business Management 2011Strayer University-
TNCoursework in Business Administration, Management, Communications and Conflict Resolution