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Customer Service Manager

Location:
Atlanta, GA
Posted:
February 08, 2016

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Resume:

CLEVELAND DAVIS III

*** ***** ****

Thomasville, GA 31757

229-***-**** Email: actfyk@r.postjobfree.com

OBJECTIVE

To obtain an Executive Director's position utilizing my strong management, analytical and interpersonal skills to significantly enhance the quality of life, provide continuous quality improvement, and increase awareness and funding in the community for the homeless. HIGHLIGHTS OF QUALIFICATIONS

Proven Administrative & Leadership Experience Effective Negotiator.Grant Writing

Excellent Presentation Skills Proven Customer Service Ability.Outstanding Fund Raiser

Financial Management, Budgeting & Reporting Outstanding Organization Aptitude

Strong Computer Background Exceptional Written Communication Skills SELECTED ACCOMPLISHMENTS

• Auditor for compliance all 58 non-profits for the City of Worcester, MA

• Supervised daily operations up to 110 employees and managed operating budgets up to

$40,000,000 million that consistently met or exceeded budget expectations. Facilitated the entire grant writing and management process.

• Increased profitability by reducing cost & implementation of billing & collection policies resulting in a complete turnaround of 12 months previous negative cash flow to positive cash flow of $700,000 within first 5 months and a 1200% differential from projected budget.

• Created policy & procedures that increased job efficiency, enhanced billing and collections by 55% and reduced accounts receivables by 12%.

• Established a new all-time low benchmark for accounts receivable.

• Promoted to Division Administrator within 18 months.

• Provided financial reporting to the Board of Directors and assisted in corporate short- and long-term decision making.

• Negotiated third party payer contracts for physicians that increased reimbursement from previous fee schedules by 20%.

• Negotiated contracts with vendors that reduced medical supply costs by 25 to 30%.

• Negotiated contracts with collection agencies that exceeded regional contracts by 6 to10% resulting in cost savings of $20,000 to $35,000 per year.

• Trained internal and external customers in excellent customer service delivery that increased staff performance efficiency and resulted in a 10 to 15% improvement in customer satisfaction. Implemented on going brainstorming with managers for providing optimal customer /patient satisfaction.

• Designed and managed patient satisfaction survey tools to collect relevant and accurate physician and specialty specific data. Coordinated physician feedback and corrective action implementation process.

• Facilitated physician corrective action plan and mentoring program that identified Best Practice and enhanced quality improvement in patient access and various HEDIS measures from 10% to 23%

• Trained administrative staff on computer systems and policy & procedures that effectively improved employee work flow to reach corporate objectives.

• Facilitated quality improvement for physician access, patient flow & communications that optimized physician resources.

• Designed and implemented physician performance tracking database that identifies outliers.

• Designed & created confidential databases that enhanced reporting capability to internal and external customers including Board & Medical Directors.

• Developed a strategic action plan with Provider Management & Network Support Team that implemented a new network software and corporate training program, minimized downtime and increased productivity by 10 to 20 %.

• Created reference library of journal articles, audio and videotapes that served as customer resource for quality improvement.

EMPLOYMENT HISTORY

Director for Harvard Risk Management -2015-Current Independent Agent/Owner-Faith Life Insurance 2009-2015 Agency Manager- SENIOR LIFE & LINCOLN HERITAGE LIFE INSURANCE-Thomasville, GA 2007-2009 President/Owner- KINGDOM CLOTHING -Worcester, MA &Tallahassee, FL 2001-2007 Executive Group Practice Director -LIFESPAN MSO -Providence, RI 2000-2001 Administrator Office of the Medical Director -FALLON HEALTHCARE SYSTEM-Worcester, MA 1995

- 2000

Division Administrator -DANA FARBER CANCER INSTITUTE -Boston, MA 1993 -1995 Financial Administrator- DANA FARBER CANCER INSTITUTE -Boston, MA 1991 -1993 Accountant/Auditor- CITY MANAGER’S OFFICE (OPCD) -Worcester, MA 1987 -1991 Financial Analyst/Office Manager- THE JENNISON COMPANY - Fitchburg, MA 1986 -1987 EDUCATION

Hampton University, Hampton, VA - B.S. Finance, (Deans list four times) 1982- 1986 Clark University, Worcester, MA MBA –Healthcare Administration GPA: 3.6 1997-2000 Assumption College, Worcester, MA, Religious Studies, GPA: 4.0 1987 Hartford Seminary, Hartford, CT, Certificate in Ministry, GPA: 3.75, 1989 GRADUATE COURSES

Human Resource Management Business Law I &II Organizational Behavior

Health Systems Legal Aspects of Healthcare MIS

Healthcare Admin. Healthcare, Economics Marketing for Managers MANAGEMENT TRAINING

Development Dimensions International Interactive Management Training

Managing Multiple Projects Delivery of Excellent Customer Service

Conflict Resolution & Diversity Training Developing & Administering a Budget

The Seven Habits of Highly Effective People Lessons in Leadership COMPUTER SKILLS

Quick Books Pro Excel Access Banyan Oracle J.D. Edwards IDX MS Word Power Point

Gopher RMS Lotus SPSS Word Perfect Internet PowerPoint File Maker SPIN Grant Manager Fox Pro

AFFILIATIONS/HONORS & ACTIVITIES

• Minister to nursing homes and homeless shelters for 29 years

• Community Transformation Board of Trustees 2009-Present

• Pastor-The Way Church- Thomasville, GA- 2005-Present

Minister - Local Church 1995- 2005 Youth Minister-1987-2005

Medical Group Management Association 1996-Present

American College of Medical Practice Executives

Bancroft School - Board of Trustees 1997 -2000

Delegate National Presidential Convention & State Political Convention - 1988

Chairman - National & Regional Political Organization 1987-1989

United Way -Loan Executive 1987-1991-Set Records in Fund Raising-Appt.City Mngr

Board of Directors, MLK Day Care Center 1989-1991

Ethnic Unity -Advisory Board 1987-1991

Citizen s Advisory Council Human Rights Commission-Vice Chair Person 1995-1998

Minority Citizens Advisory Committee- QCC 1995-2000

Thurgood Marshall Committee 1995-1999

Community Response Team Appointed by City Manager 1996-1999

BPAC Member Youth Anti-Drug & Violence Organization 1995

Y-Lead Program Board of Directors 1998-2000

LaRed Round Table Leader

Who s Who in America & Outstanding Men of America



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