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Customer Service Quality Assurance

Location:
Eureka, MO
Posted:
February 15, 2013

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Resume:

Robert Lusk

Email: abqk02@r.postjobfree.com

Address: *** ****** **

City: Eureka

State: MO

Zip: 63025

Country: USA

Phone: 314-***-****

Skill Level: Management

Salary Range: $40,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Areas of interest: Operations Management, Patient and Client Advocacy, Customer Service, Billing, Human Resources and Team Building to ultimately lead into positions of greater responsibility.

Qualifications:

* Manage the execution of Warrior Care and Transition Program, including staffing, training, data entry, and creating and updating command policies, procedures and guidance.

* Communicate with military officials to determine the necessary resources to fulfill project obligations.

* Ensure that all employees assigned to projects understand their responsibilities and are provided the necessary resources to accomplish those responsibilities.

* Serve as the liaison between the military treatment facilities (MTF), the team members, and the client.

* Conduct briefings with team members to ensure understanding of tasks.

* Ensure proper flow of operations.

* Provide multiple Key Performance Indicators (KPI) to senior management and the military officials.

* Approve and submit team members timecards.

* Provide high level of customer service and quality assurance.

* Conduct and present formal and informal briefings and debriefings.

* Complete yearly performance reviews, coaching sessions, and formal disciplinary actions.

* Evaluate program and make recommendations for improvements.

* Perform duties and responsibilities as assigned.

Professional Experience:

US ARMY MEDICAL COMMAND, March - 2010 to September - 2012

OPERATIONS OFFICER, Warrior Transition Command, 200 Stovall St, Alexandria, VA 22202

* Operations officer for a patient population of nearly 10,000 wounded, ill and injured Soldiers involved in tracking and measuring data regarding population length of stay, severity of injuries, branch of service, home of record for the purpose of keeping senior leadership informed through weekly briefings.

* Created, planned and coordinated specific tasks, policies and guidance to 38 wounded Soldier units at MTFs across the Army Medical Command, specifically to provide Soldiers a continuum of integrated care from point of injury, to transitioning back to their units or successful transition from military service to their communities.

* Provided advice, feedback and recommendations to senior organization leaders and clients in improvement initiatives in patient care.

* Accurately entered and tracked patient care data into Army Medical Operations Data System for retrieval among Army doctors, nurses and support staff.

US ARMY MEDICAL COMMAND, March - 2007 to March - 2010

EXECUTIVE OFFICER, Community Based Warrior in Transition Unit (CBWTU-AR), 16401 Missouri Ave, North Little Rock, AR 72223

* Managed a patient population of 260-300 wounded, ill and injured Soldiers.

* Managed a staff of 35 nurses, doctors, social workers and support staff.

* Ensured high standards and performance measures were maintained through unit training events.

* Ensured security sensitive equipment such as government laptops and blackberries were accounted for through weekly inventory checks.

* Provided required briefings to Soldiers entering and departing the program.

* Assumed the leadership position of the unit in the absence of the commander.

* Promoted to Major and transferred to Operations Division.

FINANCIAL ASSET MANAGEMENT, August 2002 to March 2007

RECEIVABLES ACCOUNT MANAGER, 70 Corporate Hills Dr, St Charles, MO 63301

* Successfully managed a team of account representatives tasked with resolving federally defaulted student loans for the US Department of Education totaling $2 million in recovered loans as a team.

* Individually recovered nearly $500,000 in federally defaulted student loans through direct payoff and rehabilitated loan processes.

* Ultimately transferred to training manager for new and current employees teaching the most effective customer service and effective loan recovery techniques.

Education:

M.B.A. in Healthcare Administration, Grantham University, Kansas City, MO 2010-2012

B.S.E. in physical education, Southeast Missouri State, Cape Girardeau, MO 1994-1998

Military:

Honorable Discharge, Retired Army Major/04

Retained continuous Military Secret Clearance since 199*-****-****



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