Deborah L. Riggs**** ******* **., ********, **
BUSINESS MANAGEMENT-SALES-CUSTOMER SERVICE RELATIONS** ***** ********** ** ********
RELATIONS, 10 YEARS LEADERSHIP EXPERIENCE
ustomer service and relations executive – with a unique complement of sales and marketing skills. Consistently build world-class customer relations that lead to sales. Create a work environment of open communications and team synergy – encourage ideas. Provide unique operational insight and best practices from having served multiple industries: Medical, Education, Retail, and Chemical. Career signature: creating outstanding client relations, sales, long-term corporate alliances, and ongoing organizational improvement. Expert level knowledge of medical office operations.
AREAS OF EXPERTISE
Customer Relations Contract Negotiations Database Management
Program Development PR / Corporate Relations CRM / Support Software
Process Improvement Staff Management Operational Best Practices
WALSH UNIVERSITY, Canton, OH 2005 – Present
Site Director – Medina Campus
Manage annual budget, student records, staff development, admissions and campus operations for this private university with 700 employees, 4 campuses, and 3500 students.
Responsible for student retention, student recruitment for MBA, RN-BSN and BA programs.
Developed and managed key programs; assembled and led a highly effective cross-functional team.
Work directly with the Assistant Dean to create marketing strategy; provide a support role in PR.
Achieved a record 90% for student retention.
Provided an integral role in achievement of sales quotas, e.g. 2006: 109%; 2007: 107%; 2008: 137% ; 2009: 102%
Designed a landmark Customer Relations Management system-this system increased enrollment in the MBA program by 5%
Negotiated contract for strategic alliance of corporate partners – this alliance proved vital to sales growth and strengthened all aspects of customer relations.
SOVEREIGN CHEMICAL COMPANY, INC., Akron, OH 2003 – 2005
Customer Service Specialist
Initiated several new concepts and standard operating procedures that markedly improved customer relations and account management support for this $24M per annual chemical distributor.
Provided liaison support role to Sales – this directly enhanced revenues and strengthened account management QA.
Decreased A/R from $400K to $100K per month.
Strengthened management reporting capabilities.
Built vital relationships with customers via an innovative use of databases.
CARP COSMETIC SURGERY CENTER, INC. Canton, OH 2001 – 2003
Front Desk Coordinator
Assisted in office management for this privately-owned reconstructive / cosmetic surgery center. Worked with a team of 10 staff members; supported 2 locations and affiliation with 4 hospitals. Annual sales: $1M.
Mastered marketing software (Brickell, Inform); assured CPT/ICCD-9 code compliance.
Managed medical records, patient files and claims processing - resolution; billed patients electronically; scheduled patient appointments, coordinated pre-surgery documentation; mentored new associates.
Selected guest speaker at medical symposium which generated $50K for the center.
Gained invaluable insight into how to achieve outstanding customer relations management within healthcare and best practices for medical office operations.
Deborah L. Riggs
SUMMARY OF PREVIOUS EXPERIENCE
1989 Began professional career as a dental assistant for a private dental practice in Warren, OH
1990 Department manager at Kay’s World of Crafts, Warren, OH
Receptionist for a large medical practice in Akron, OH
Dispatcher (New York) for Comdoc, Inc. Akron, OH
1997 Unit secretary for CMA Internal Medicine, Greenville, SC
Gained invaluable experience and insight to medical office procedures
Supported 3 doctors
Learned medical transcription
Learned pre-certification processes for various insurance companies
Ensured proper diagnostic coding on billing
1999 took a 2-year role as self-employed healthcare office consultant/medical transcriber, Akron, OH
Supported several doctors at a breast clinic
Assisted front desk operations for a chiropractic office
Supporter 2 internal medicine doctors
EDUCATION & INTERESTS
WALSH UNIVERSITY, Canton, OH.
MBA, Integrated Marketing Communications. Graduated with honors, 2010
MBA courses involved 8-week study abroad in Italy.
B.A., Management, focus on HR and Organizational Leadership. Graduated with honors, 2008
Interests include: secret shopper for ICCDS;
Member of American Association of University Women.