Customer Service Manager

CHERRY L KLEIN

*** ******** ******, **********, ** 52601

319-***-**** ● ************@*****.***

Summary

Goal-oriented manager experienced in customer service, human resources, financial and grant

management, IT implementation and administration

Skilled collaborator with consistent track record of achieving strategic and operational objectives

Driven self-starter practiced in motivating individuals and teams to achieve outstanding results

PROFESSIONAL EXPERIENCE:

Customer Service

Provided courteous customer service to patient during fast paced schedule

Accurately and efficiently enrolled new patients into software system ensuring demographic and financial

information was accurate

Efficiently managed patient complaints and phone calls

Human Resources

Managed Human Resource function including recruiting, compensation, benefits, training and

performance evaluations for over 30 employees

Evaluated changing agency requirements and updated job descriptions to meet organizational needs

Developed and implemented personnel policies and procedures ensuring compliance with all laws and

regulations

Customized new employee training to maximize learning and condense orientation

Interviewed and selected benefit administrators for benefits progr ams

Selected and implemented on-line time clock resulting in more accurate timekeeping and cost savings

Financial Management

Verified insurance coverage, available discounts and collected and reconciled daily charges

Headed grants management and reporting to maintain operations and special projects for $1.5 million

annual budget

Reduced Accounts Receivable to less than 90 days by developing monthly tracking system

Analyzed income and expense results helping guide company performanc e and growth

Actively participated in RQM and Risk Management preparation for national accreditation

COMPUTER SKILLS:

Microsoft Excel, Microsoft Office, QuickBooks, NextGen, Corel Webmaster

EDUCATION:

Management and Leadership Certification: Southeastern Community College - 2013

Bachelor of Science, Family Resource Management: Iowa State University – Ames, IA

Coursework: Business, Consumer economics, Financial planning, Grant writing

PROFESSIONAL EXPERIENCE:

Contract Consultant, Family Planning Council of Iowa 04/2013 - 06/2013

Contract Grant Writer, IowaWORKS 03/2013

Regional Director of Health Services, Planned Parenthood of the Heartland 2011 to 2013

Chief Executive Officer, Planned Parenthood of Southeast Iowa 1992 to 2011

Associate Director, Planned Parenthood of Southeast Iowa 1989 to 1992

Community Educator/Center Manager, Planned Parenthood of Southeast Iowa 1984 to 1989

Co-Owner/Business Manager, River Basin Communications/River Basin Canoe & Kayak 1985-present

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