SERVICE DELIVERY MANAGER Resume Example Novitex Enterprise Solutions

SERVICE DELIVERY MANAGER

Core Strengths

Word, Excel, Access, Outlook, SharePoint, Lync, PaperVision, Electronic Media Conversion, Clarify, ACD, TDY, LAN, CRM, Collection Partner (Hubbard), CLS (Commercial Legal Software), IBM Image, Maintained security clearance/entitlement for employees, payroll, A/P, A/R, FDCPA, RICA, HIPPA, Harrington Group CaWeb, HQMS, Max Retriever, Kodak Reader/Printer, C-Cure 800/800 security system version 10.2 and Fargo DTC 1000 badge printer, S2 System, Kantech badge management

Work Experience

09/2016 to Current

SERVICE DELIVERY MANAGERNovitex Enterprise Solutions － Baltimore, MD

Contracted with Exelon Corporation to actively manage and coordinate mailroom workflow within the team for Help Desk service delivery and performance.
Coordinated overall services with the customer base for daily customer support, change, incident management.
On-site customer advocate and primary interface with Property Management, Facilities and Security to streamline logistics and maintain inventory control of all mailroom functions.
Developed and monitored weekly and monthly reports on Profit and Loss, Service Level Agreements and historical data.

07/2007 to 02/2016

PROCESS SUPPORT - RECORDS AND DOCUMENT CONTROL MANAGERAmerican Red Cross － Baltimore, MD

Managed Office of patient account access, billing, payroll administration, records inventory and data management providing research results from patient testing.
Management of donor acquisition records in a Regulatory environment with various retention spans, record retrieval system both live data, off-site storage, and various media sources.
Subject: Matter Expert (SME).
Regularly conducted auditing of records and document inventory control along with creation, modification and distribution of SOP's with national approval for internal process changes in conjunction with FDA approval/notification.
Volunteered to ensure the Donor Services Center department is adequately staffed and trained to provide appropriate and efficient response to referrals, accurate evaluation of potential donors, timely and efficient coordination during blood drives.

02/2006 to 03/2007

COLLECTION NETWORK MANAGEREdison Worldwide － Baltimore, MD

Created and developed Attorney Network for outsourcing collection portfolio in excess of $30M.
Interviewed, negotiated, and selected Law Firms and Agencies to perform collection efforts in compliance to expected timeliness guidelines to assure file penetration via telephone collection efforts, litigation collections, bankruptcy, suits and arbitration to meet expected set collection recovery goals.
Customer Relationship (CRM) Integration enabling management of customer portfolio.
Inbound - Outbound Call Center Management achieving answer time of less than 3 sec and talk time expectations.
Vendor Management securing ordering and delivery of merchandise, ID card management.
Quality Control review to assure timely resolution of faulty equipment.

01/2004 to 02/2006

OFFICE MANAGER - LITIGATION COLLECTION MANAGERMargolis, Pritzker, Epstein & Blatt, P.A － Towson, MD

Accounts Receivable, billing management.
Successfully managed migration of two independent collection litigation law firms consisting of 40 staff members.
Mastered Commercial Legal Software EDI and trained employees on conversion software, Staff ID Card Management.
Realigned total Litigation Process for MD, DC with approximately 35,000 active accounts.
Enhanced and drafted motions, discovery, legal documents (suits, garnishments, etc.), Adversary Proceedings, status reports, maintained Court Calendar for trials, service, etc.
for attorneys in all Maryland Courts.
Communicate results of compliance and performance with firm partners, clients and staff.
direct external communications with District and Circuit Courts.

05/1999 to 04/2003

OFFICE MANAGER - COLLECTION OPERATIONS MANAGERMartin & Seibert, LLC － Martinsburg, WV

Management of collection portfolio in excess of $37M of medical, credit and subrogation cases for various client profiles.
Converted documents to Image (scanning) - engineered storage of docs for 15+ years of legal files.
Reorganized collection functions to reflect pyramid of specialty functions (judgment renewals, garnishments etc.
Developed and implemented internal operation for Patient Account Collections - Estate, Insurance Recoveries, subrogation.
Increased collection results by 17% in first 6 months.
developed all MIS, compiled historical data to create Strategic Planning, forecasting and Operations Analysis.
hosted client programs to increase business through various venues.
Secured new client whose revenue exceeded $50K monthly in commissions.
Developed internal strategies to collect and reconcile A/R and A/P and daily cash-out procedures.

08/1983 to 01/1998

CREDIT - CUSTOMER SERVICE OPERATIONS MANAGERCitibank － Hagerstown, MD

Perform daily activities of the customer service, credit & collection departments, inbound/outbound account retention., invoice dispute resolution and review of accounts with sales staff.
Managed conversion of all incoming paper docs to paperless environment, Accounts Receivable, billing management.
Inbound - Outbound Call Center Management Customer Service, Collections, New Accounts, Credit, Sales Management - debt burden analysis, meeting SLA, ASA, exceeding customer satisfaction surveys and first call resolution.
Managed reporting data to major credit reporting agencies.
Instituted many programs designed to increase productivity, reward employees and retain accounts, staff ID Card Management.
Created outbound system enhancement providing a net save in excess of $240M fiscal year, meeting talktime standards.
Instituted and recovered fraud losses in excess of $2MM for initial processing for private label portfolio.

Educational Background

Bachelor's Degree: Organizational LeadershipMountain State UniversityOrganizational Leadership

Associates Degree: Business ManagementHagerstown Junior CollegeBusiness Management

Financial Services Program - through HJC and Citicorp - Certificate

Skills

Accounts Receivable, ACD, streamline, A/P, arbitration, Attorney, auditing, billing, C, Call Center, CLS, Clarify, Conversion, CORPORATE TRAINING, Credit, CRM, client, clients, customer satisfaction, Customer Service, customer support, data management, DC, delivery, EDI, FDA approval, Financial, forecasting, Help Desk, IBM, Image, Insurance, maintain inventory, inventory, inventory control, LAN, Leadership, Team Leadership, Law, Legal, legal documents, Litigation, logistics, Managerial, Managing, Max, Access, Excel, Office, Outlook, SharePoint, Word, migration, MIS, Network, Operations Analysis, payroll, Printer, Profit and Loss, Property Management, pyramid, quality, Quality Improvement, Quality Management, Quality Control, Recruiter, reporting, research, sales, Sales Management, scanning, security clearance, Service Level Agreements, SLA, SOP, Strategic Planning, surveys, telephone, Time Management, TQM, Vendor Management, workflow, Writer

Additional Information

NOTARY PUBLIC: Maryland ACCOMPLISHMENTS: *American Red Cross - All-Star Team Leader 2012, Certificate of Appreciation 2008 *Exceptional Climate Survey Results - Directors Award - Choice/Visa/MC stressing superior People *Management Skills: Received Directors Award for Excellence *Stellar Performance Award for system enhancement testing. *Involved in various projects, committees and Rewards/Recognition Teams. *Social Events Committee chair

Resume Overview

Companies Worked For:

Novitex Enterprise Solutions
American Red Cross
Edison Worldwide
Margolis, Pritzker, Epstein & Blatt, P.A
Martin & Seibert, LLC
Citibank

School Attended

Mountain State University
Hagerstown Junior College

Job Titles Held:

SERVICE DELIVERY MANAGER
PROCESS SUPPORT - RECORDS AND DOCUMENT CONTROL MANAGER
COLLECTION NETWORK MANAGER
OFFICE MANAGER - LITIGATION COLLECTION MANAGER
OFFICE MANAGER - COLLECTION OPERATIONS MANAGER
CREDIT - CUSTOMER SERVICE OPERATIONS MANAGER

Degrees

Bachelor's Degree : Organizational Leadership
Associates Degree : Business Management
Financial Services Program - through HJC and Citicorp - Certificate

SERVICE DELIVERY MANAGER Resume Example

Resume Score: 90%

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