Manager Customer Care

Cynthia A. Shaw

*** ********* *** *******, ** *0102 ( Cell: 770-***-**** (

*********@*********.***

CUSTOMER CARE MANAGER

PROFILE

. 10 years of successful experience in Customer Care with recognized

strengths in conflict resolution, problem solving, researching and

planning.

. Exceptionally well-organized, with a keen eye for detail and a

willingness to work diligently to achieve the highest quality results.

. Business management experience; excellent computer skills; strong

communication skills; energetic and enthusiastic team leader who

thrives in a fast-paced environment.

RELEVANT EXPERIENCE

Policies & Procedures Implementation Teambuilding &

Supervision

Database Reports & Spreadsheets Staff Development &

Training

LocumTenens.com, a member of the Jackson Healthcare Family of Companies

Customer Care Manager

2006 - 2012

Managed customer care team of 14. Reported directly to three company

VP's. Implemented many efficiency processes within the company.

Responsible for hiring and training new employees.

. Responsible for quarterly innovations, assignments and deadlines.

. Responsible for quarterly bonus reports.

. Prepared annual reviews of direct reports.

. Completed wide variety of special projects and coordination

activities, legal documents, and numerous other task as assigned by

executives.

Senior Customer Care Coordinator

2001 - 2006

Customer Care Coordinator - Supported a sales team that grew

from six to 23.Responsible for logistics, travel, payroll,

weekly deadlines, for physicians on assignment.

. Coordinated travel with doctors and clients. Involved in daily problem

resolution for physicians and clients.

. Helped implement a PDF-based email delivery procedure in order to

communicate more efficiently with our clients and doctors.

. Prepared weekly reports for team meetings.

. Mentored and trained 4 current customer care coordinators.

Computer Skills

Operating Systems: Windows 7, XP Salesforce.com

Software: Microsoft Office Suite Navigate and run queries in in-

house CRM

Training/Presentation Skills

. Database training for newly-promoted account executives

Writing

. Provider contract revisions

. Provider and client communications

. Processes and procedures

Professional Development

. New Supervisor Toolbox, in-house management training

. Jackson Healthcare Management Model

. Behavioral Interviewing Workshop

. Time Management, Emory Center for Lifelong Learning (6 hour, non-

credit)

. Charter Member of Toastmasters International, Jackson Healthcare

Chapter

References available upon request.

Contact this candidate