Customer Service Process Improvement

MICHAEL D. SPRINGER

**** **** ***** ****** • Cleveland, Ohio 44105 • 216-***-**** • **********@*******.***

August 31, 2010

Dear Human Resource Recruiter:

In response to the job posting, please consider my resume in your search for your open position. I believe you will find that my credentials are aligned with your business requirements and objectives for the job.

I have well over 21 years of customer service experience, in which I have significantly impacted productivity, morale, and revenue. I enjoy building teams and bridging relationships and functions cross-site to assure one team, one message, and one goal. Ideally, this position will make optimal use of my experience working in capacities that require effective leadership, strong interpersonal communication, coaching and development skills, an ability to interface effectively with the client as well as internal and external customers, and a skill for ensuring that all activities are aligned with the overall strategic objective.

I know that I am prepared for a new opportunity that will take advantage of my experience and education. I am confident that I would be a value-added asset to your organization.

I would welcome the opportunity to interview for the position and discuss the results you can expect from me. Thank you for your time and consideration.

Sincerely,

Michael D. Springer

Michael D. Springer

Enclosure

MICHAEL D. SPRINGER

3685 East 118th Street • Cleveland, Ohio 441055 • 216-***-**** • **********@*******.***

RELATIONSHIP MANAGER

Customer/Client Services / Relationship Management / Research / Retention / Support

Talented, results-producing, performance driven, leader with a proven record of accomplishment in coaching and process improvement. Proven leadership skills with special skills in recruiting, retaining, and motivating front line analyst to new levels of productivity. Communicate successfully and productively to members, clients and physicians. Excellent problem solver. Strong team orientation. Forward thinking with a proactive approach towards leadership and development.

• Customer Service • Strategic Planning

• Training and Development • Relationship Development

• Key Account Management • Team Building & Management

• Process Improvement • Budget Preparation/Administration

PROFESSIONAL EXPERIENCE

RELATIONS SPECIALIST 2002 – Present

Kaiser Permanente, Cleveland, Ohio

As a Medical Record Clerk, my duties consisted of pulling charts for the days appointments, and filing incoming medical record charts. As a Customer Relations Representative duties included completing customer, and hospital inquiries such as checking to see if bills are paid, as well as checking referrals for future appointments. Additionally, duties consist of handling complex inter office inquiries from Marketing and Referrals department for Kaiser Permanente members. Other duties include, handling escalated issues from representatives, and resolving issue via KANA or email, in addition to making out bound phone calls.

SUPERVISOR, CUSTOMER RELATIONS SUPERVISOR 1998 – 2002

Jani King – Cleveland, Ohio

As a Contact Supervisor, I was responsible for handling all customer inquiries regarding their accounts. Duties include interacting with business owners, and making sure all request were taking care of in response to escalated service issues. Duties also include obtaining new accounts, and supervision of approximately 16 employees.

SPECIALIST, CUSTOMER SATISFACTION 1997 - 2000

MBNA – Beachwood, Ohio

Responsible to respond and, resolve customer related issues. Subject Matter Expert and mentor to all of the newly hired associates on the team. Duties include completing special report projects for management on a timely basis. Other duties include, but not limited to, accurately gathering, and recording data, prioritizing workload to the team, and handling escalated calls and electronic mail.

MICHAEL D. SPRINGER Page Two

EDUCATION & CREDENTIALS

Bachelor of Science Degree, Business Administration, • Vermilion College- Ely, Minnesota

REFERENCES

Available Upon Request

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