Customer Service Manager
Resume:
R. Wes Viers
Eden, North Carolina
acvl8f@r.postjobfree.com
Executive Summary
ySkilled at encouraging others and developing rapport. yWork well in a high pressure environment.
yStrong background in many different industries.
yProven record of working within a budget.
yProfessional demeanor.
yExcellent communication, interpersonal and organizational skills. Experience: Piney Forest Health & Rehabilitation Center Danville, Virginia Health Care Facility Administrator May 2014 to Present yDirected administration of health care facility.
y Increase profitability of Center operations, net income of over
$203,000; prior administration experienced 3 years of losses. yAdministered fiscal operations, such as budget planning, accounting and establishing rates for health care services.
y Increased occupancy from 103 to 107 average daily census, maintained skilled census average daily census.
yAchieved significant improvements in customer service; customer satisfaction for skilled nursing patients of 88% above corporate average of 82% and improved long term satisfaction to 76%. yDirected hiring and training of personnel.
yWas instrumental in increasing length of stay month over month to provide maximum value to patients.
yNegotiated for improvement of patient rooms, worked renovations into maintenance budget to improve conditions and maintain profitability.
yCoordinated activities of medical, nursing, rehabilitation and administrative staffs and services.
yDeveloped policies and procedures for various establishment activities
yMarketed facility in new areas; including local chamber event, speaking events at the facility and marketing activities. ySupervised and managed 100+ full/part-time, PRN and casual staff members for the center.
yRepresented establishment at community meetings and promoted programs through various media.
yDeveloped and expanded programs and services for preventive medicine, medical and vocational rehabilitation and community health and welfare promotion.
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yDirected nursing staff to improve facilities CMS rating to a "5 Star" rating.
Target Stuarts Draft, Virginia
Executive - Group leader June 2011 to May 2014
yDirect and coordinate warehouse activities of Target's distribution center.
yExecuted daily operations of warehouse team.
yWrote, design and produce weekly departmental presentation. yAssign workers to specific duties, such as verifying amounts, storing incoming merchandise and assembling customer orders for delivery. yWas instrumental in Outbound Wing Remap.
yDirect operational procedures for verification of incoming and outgoing shipments, handling and disposition of merchandise and keeping of warehouse inventory.
y Supervise employees, schedule work hours, resolve conflicts, determine salaries.
ySuccessfully handled 2012 warehouse inventory cycle count; 377 hours covering 27,700 locations.
yStructured and maintained warehouse specialty function training guidelines.
y Interviewed, selected, and trained warehouse personnel. yConferred with department heads to coordinate warehouse activities, such as production and records control.
ySupervised the activities of workers engaged in receiving, storing, testing, and shipping products and materials.
ySpearheaded training program to showcase "Best In Class" procedures for efficient operations.
yServed as March of Dimes Coordinator for Target, including: volunteer hours, set up/clean up for Augusta County March for Babies. yPlanned, developed, and implemented warehouse safety and security programs and activities.
yRestructured and improved team engagement and performance, taking last place team to the top performing team in the department. Allstate Insurance Company Roanoke, Virginia
Regional Manager May 2005 to June 2011
yDirect regional activities of consumer disputes and provide resolution. yWrote, designed and produce monthly Out of Pattern report for Call Center Operations to eliminate improperly escalated consumer complaints and issues .
yPrepare recommendations designed to increase efficiency, revenues and lower costs.
yWas instrumental in building relationships between field offices and regional offices encompassing fourteen states throughout the R. Wes Viers Page 3
Midwestern and Western United States.
yDirect compliance of workers with established company policies, procedures and standards, such as safekeeping of funds, gift cards, personnel files and government regulations.
yTrain and manage regional team of customer retention specialists and achieved significant improvements in their productivity. yReview operational records and reports and refer to manuals, company instructions and government regulations to detect deviations from operational practices, prepared directives to eliminate infractions.
ySuccessfully manage internal departmental committee to identify customer irritants; create and implement solutions to remove obstacles.
yResponsible for interviewing new personnel.
yReview replies to consumer complaints and settlement of claims for conformance with company policies and procedures.
ySpearheaded process to improve billing operations to ensure customer accounts are billed correctly.
yCompleted project to outsource endorsement operations to offshore vendor
yMet with corporate leadership to provide updates on track of work, obstacles and suggestions to move work to offshore vendor yReceived recognition for collaborative leadership. Branch Banking & Trust (BB&T) Roanoke, Virginia
Retail Services Officer September 2004 to May 2005 yEstablished and maintained relationships with individual and business customers, and provided assistance with problems these customers may have encountered.
yPlanned, directed and coordinated the activities of workers in branches, offices and departments of such establishments as branch banks.
yStructured and maintained a loan portfolio.
yNetworked within communities to find and attract new business. yDeveloped and analyzed information to assess the current and future financial status of firms.
yApproved, rejected and coordinated the approval and rejection of, lines of credit and commercial, real estate, and personal loans. yProvided personalized service to high value bank clients. National Bank of Blacksburg Blacksburg, Virginia
Branch Manager/Loan Officer April 2000 to September 2004 yExecuted daily operations of branch bank.
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yPrepared financial and regulatory reports required by laws, regulations and boards of directors.
yReviewed collection reports to determine the status of collections and the amounts of outstanding balances.
yWas instrumental in branch bank merger with AmSouth and National Bank.
ySubmitted delinquent accounts to attorneys and outside agencies for collection.
yRecruited staff members and oversaw training programs. yExamined, evaluated, approved/denied and processed loan applications.
ySuccessfully handled integration of new account opening software. yNetworked within communities to find and attract new business. yPlanned, directed, and coordinated the activities of workers in branches, offices and departments of such establishments as branch banks.
yProvided personalized service to high value bank clients. yProvided direction and assistance to new business owners. yDirected and operated the automobile dealer finance department. Education: University of Phoenix Phoenix, Arizona
Master of Business Administration/MBA 2010
Radford University Radford, Virginia
Bachelor of Business Administration/BBA - Finance 1999 License: Virginia Board of Long-Term Care Administrators Department of Health Professionals
License # 170*******
References: Available upon request
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