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operations manager customer experience resume example with 20+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

Highly accomplished, versatile and respected customer/client/provider services professional with more than 20 years of extensive accomplishments within diverse operational units. History of accepting full accountability for direction and strategic management. A dynamic leader who consistently achieves outstanding results through data based management, leveraging industry trends and collaborative strategies. Experience in building high performance teams, with regard to contiguous process improvement by utilizing cross-functional training, resourcefulness and inspiration.

Skills
  • Leader and manager with strong organizational skills, project manager orientation and the ability to work effectively under pressure and stress. Efficient in identifying problems/needs and initiating effective solutions.
  • Demonstrated ability to gain employee/client trust and provide exceptional follow-thru resolution.
  • Promote working environment/procedures conducive to improving productivity, increasing efficiency, enhancing quality and strengthening financial results.
  • Diverse experience in direct/indirect oversight of various call/ client/operation centers.
  • Problem Anticipation and Resolution
  • Customer Experience Improvement
Education
Hampton University Hampton, VA Expected in Bachelor of Science : Biology - GPA :
University of Maryland - University College Hyattsville, MD Expected in Master of Science : Business Administration And Management - GPA :
Certifications
  • LOMA (Life Office Management Association) - ACS (Associate, Customer Service) designation, Certification in Property and Liability Insurance- Insurance Institute of America
  • Department of Defense (DOD) "Position of Trust Clearance
  • Various certifications and trainings in Contact Center technologies, inclusive of: Avaya Contact Management, E-Workforce Management and TeleStrat Engage.


Accomplishments


  • Supervised team of more than 35 staff members.
  • Collaborated with team in development/refinement of quality improvement process and procedures which reduced errors by 60%
  • Used Microsoft Excel to develop inventory tracking spreadsheets- This information was captured and analyze for trends
  • Documented and analyzed (and implemented corrective actions, when appropriate) customer concerns, which led to increased customer confidence
Work History
Magna International Inc. - OPERATIONS MANAGER, CUSTOMER EXPERIENCE
Sterling Heights, MI, 02/2019 - 09/2022
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
  • Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues.
  • Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
  • Maintained key performance indicators and acceptable performance levels to support assigned customer base.
  • Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
  • Reviewed shift reports to understand current numbers and trends.
  • Devised processes to boost long-term business success and increase profit levels.
  • Documented customer interactions in internal database to maintain customer service history details.
Johns Hopkins Bayview Medical Center - MANAGER, RECIPIENT/PROVIDER OPERATIONS
Baltimore, MD, 07/2012 - 08/2018
  • Developed the Provider Re-enrollment and Outreach Plan for Maryland Medicaid’s Fiscal Agent responsibility to enroll , credential and contract 70,000 provider types/specialties into Maryland’s Medicaid (DHMH), new Medicaid Management System Provided leadership in developing administrative policies and training for call center agents
  • Developed project plan for stand-activities for Provider/Recipient Services Operations, inclusive of contact call center, provider enrollment unit, recipient buy-in unit, and provider relations, field representatives
  • As Lead stakeholder, headed team that developed “to be” business processes for recipient/provider operations
HEALTHNET FEDERAL SERVICES - MANAGER, PROVIDER SERVICES OPERATION
City, STATE, 12/2005 - 04/2012
  • Successfully developed and implemented training template for consistent training of Provider Relations Representatives
  • Since tenure, consistently met or exceeded, contractual standards in accordance with the current TRICARE North contract
  • Developed and initiated successful automated verification (outreach) process, in coordination with telephone outreach
  • Developed a more efficient and varied outreach for providers to submit demographic data which resulted in better directory accuracy
  • Lead on three (3) quality improvement process initiatives, both interdepartmental and intradepartmental using Six Sigma and Six Sigma Lean methodology
SIERRA MILITARY HEALTH SERVICES - SUPERVISOR
City, STATE, 12/2000 - 06/2005
  • Increased employee knowledge with development and implementation of formalized customer service training and enrichment program
  • Enhanced employee performance and attendance through development and utilization of an online tracking tool
  • Maintained above average quality ratings for appointing and customer services based upon contractual/ service level agreements

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Resume Overview

School Attended

  • Hampton University
  • University of Maryland - University College

Job Titles Held:

  • OPERATIONS MANAGER, CUSTOMER EXPERIENCE
  • MANAGER, RECIPIENT/PROVIDER OPERATIONS
  • MANAGER, PROVIDER SERVICES OPERATION
  • SUPERVISOR

Degrees

  • Bachelor of Science
  • Master of Science

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