Office of Society Services OSS American Chemical Society ACSNovember 2011 to June 2015Manager Washington, DC
Managed daily operations for ACS including customer service, business development initiatives, marketing campaigns and events.
Recruited, hired and trained call center staff ensuring their adherence to ACS-wide and OSS-specific policies and standards for quality and accuracy to include 24,000 calls and 15,000 emails annually.
Designed quality assurance policies and procedures to ensure optimum service levels were met and conducted weekly quality evaluations of four Customer Service Representatives (CSRs) based on the compliance of key metrics, policies and procedures within Parature and Talkdesk software.
Created and maintained an internal knowledgebase to increase business, customer service and Society-specific information via SharePoint.
Collected and created product and services via the ACS Online Store to include sales of $200K in tangible merchandise along with billing services generating over $74M in revenue.
Managed the fulfillment and renewal process for the high school magazine ChemMatters to include a subscribership of 2,300 teachers and students and over 32,000 annual copies.
Supported the Assistant Director with OSS operational annual budget of nearly $700K; monitored and tracked financial allocations.
Used CRM and PeopleSoft for labor, storage fees and financial reconciliations monthly to advise Finance and Senior Management teams.
Prepared ad hoc fulfillment and/or financial reports for supported, specialized and highly visible Outreach programs.
Made executive decisions during merger and acquisitions regarding employee relations issues and influenced organizational direction and culture.
Worked closely with staff in Publications to develop support functions including advertisement and product billing, as well as billing and fulfillment for single issues, back issues and supporting information.
Participated in reviews, briefings and conferences related to the Society's innovation and collaboration interests.
Office of Society Services OSS American Chemical Society ACSMay 2006 to November 2011Team Leader Washington, DC
Supervised, trained and coached staff by ensuring the "status-quo" was exceeded on each call and email to and from internal customers and external constituents.
Scheduled work assignments and weekly quality monitoring of the CSRs to ensure that all customer calls, emails, requests and orders were handled in a timely fashion and at optimal quality.
Ensured invoicing, credit memos, meeting registrations and subscriptions were processed correctly and within goals set by the Manager, OSS.
Established, documented, implemented, and managed standardized core metrics to determine level of service provided is consistent with ACS standards and policies to include call monitoring, agent feedback and coaching.
Developed, documented and executed standardized training program for CSRs.
Created and maintained administrative reports within specified time standards to keep Director of Administrative and Customer Services abreast of departmental performance.
Participated in the development or procurement of information resources, process documentation, equipment or other tools necessary for the CSRs to successfully perform their duties.
Served as in-house technical expert for OSS specific technologies such as the Automated Call Distribution (ACD) telephone system, CallParrot and RightNow email management.
Assisted with daily operations of answering calls, responding to emails, entering orders and processing transactions as needed due to staffing levels and team workload.
Participated in regular short-term and long-term strategic planning with the Manager, OSS and Human Resources to interpret and apply ACS policies and procedures in creating and implementing OSS procedures.
Acted on behalf of the Manager, OSS in her absence.
Representative, Customer Service.
CareFirst Blue Cross Blue ShieldOctober 2005 to May 2006Washington, DC
Effectively utilized CARE and/or FLEXX systems, products, and medical policy knowledge and processing techniques to resolve client inquiries.
Examined adjudicated claims to identify key elements and processing requirements based on diagnosis, procedure, provider, medical policy, contracts and policy procedures.
Calculated and verified deductibles, maximums, co-payments and co-insurance for resolving inquiries, facilitating adjustments and reporting of any systems processing errors, overpayments and underpayments.
Demonstrated the flexibility to process and service various types of products within each line of business according to the established quality, productivity and performance metrics.
Kaiser Permanente of the Mid-Atlantic StatesAugust 2003 to March 2005Supervisor Silver Spring, MD
Maintained day-to-day supervision of 20-25 Member Services staff to include training, recruiting, hiring, terminating and conducting performance reviews establishing goals, rewards and recognition.
Complied with all federal and state regulatory requirements governing confidentiality.
Ensured all callers (members, non-members, employers and staff) were provided with timely and accurate information, presented in a courteous and professional manner.
Networked with Management from various departments throughout the organization (i.e.
Claims, Provider Relations, Membership Accounting, etc.) for investigation to bring about swift case resolution.
ACS Catalyst Award Nominee (2014, 2013 & 2011) * Performance Recognition Cash Award (2014 & 2012) * The Phoenix Contributing Writer (2014) * National Association of Professional Women (2008) *.
Who's Who AmongAmerica's Executives and Professionals (2007).
Bowie State UniversityBachelors of Science: PsychologyBowie, MDGPA: Summa Cum LaudePsychology Summa Cum Laude