Customer Service Manager

Lindsay Fearson

**** * ****** ** **********, GA *0078 470-***-**** ***********@*****.***

Skills Profile

- Ability to stay calm and maintain professionalism during difficult situations

- Utilizes critical thinking skills to reach a beneficial solution to problems

- Proficient in Microsoft office applications including Outlook and Excel

- Types 60 words per minute

- Able to prioritize and manage time and assigned responsibilities effectively and independently

- Functions well in a team environment with a diverse group of people

- Excellent customer service skills, with the ability to empathize and relate to people

- Ability to multi task in a fast paced environment

- Quick learner, detail oriented, and organized

- Compassionate

- Exceptional communication skills both written and verbal

Employment History

Service Coordinator/ Scheduler, Maxim Healthcare Services 8/1/2012 7/26/2013

Atlanta, GA

- Responsible for staffing and inputting schedules for up to 80 patients

- Supervised up to 250 external workers with diverse backgrounds and personalities and provided counseling for

tardiness and other policy violations

- Developed client and employee relationships in order to better provide needed services and to achieve full coverage

- Familiar with general health care concepts and terminology, as well as HIPPA compliance regulations

- Checked nurse skill set with patient’s skilled requirements prior to staffing

- Collaborated and communicated frequently with the entire office, of scheduling needs and problems to proactively

find solutions

- Answered a high volume of phone calls in a professional and timely manner

- Took initial referral information - obtained pertinent demographic, financial, and clinical information – and

completed preliminary paperwork

- Logged all conversations with patients and external employees

- Took grievances from patients, initiated grievance form, and resolved when appropriate or forwarded to

management

- Possessed understanding of the different authorizations for each patient; had to know the allotted hours and the

restrictions for each

- Calculated spread with staffing employees to ensure we were in the target profit percentage

- Assisted HR as needed to ensure all deadlines were met

- Provided 24 hour customer service

- Assisted with recruiting needs and filtered incoming inquiries about external employment, both in-bound calls and

email applicants, and scheduled interviews if they were an appropriate fit

- Participated in the new-hire orientation process

- Worked closely with the recruiter and communicated where the staffing needs were

- Collaborated with other offices in the area to achieve full coverage on patient’s schedules

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GAPP Coordinator, Maxim Healthcare Services 6/23/2011 7/31/2012

Atlanta, GA

- Possessed a thorough knowledge of the Medicaid GAPP program and with the program’s provider manual

- Communicated effectively with a diverse group of parents to explain the authorization renewal process,

authorizations, policies and other procedures

- Understood and knew all needed forms for the GAPP program and renewal process

- Managed authorization renewals for up to 50 patients between 2 offices

- Initiated and coordinated renewal process between internal clinical staff, physicians, and parents in a timely manner

to reach GAPP deadlines

- Entered and maintained client data onto several spreadsheets consisting of client census and other various aspects of

the patient authorization information that was needed

- Communicated changes in patient authorizations with the parents and the office to ensure proper staffing and to

avoid going over the allowed hours; sent calendar reminders to office for reductions and discharges

- Familiarized myself with patient’s care and needs to assist clinical team with any changes that were reported to me

and to ensure they received the hours needed through the program

- Created and maintained accurate patient charts with pertinent information

- Familiar with the medical records process and various forms and how to appropriately handle confidential

information

- Trained new GAPP coordinators to the program and how to effectively manage the renewal process

Baby Registry clerk/ Cashier, Babies R Us 5/1/2009 8/31/2010

Buford, GA

- Efficiently ran a high volume baby registry desk

- Kept flow moving quickly at desk when there were lines and at the same time provide customers with exceptional

customer service and all needed information to start their registry

- Provided excellent customer service to every customer

- Became a product knowledge specialist and had to pass tests demonstrating my understanding of a wide variety of

baby products and baby gear, especially car seats

- Read and executed floor change plans and understood how to read store and district inventory

- Assisted at the customer service and furniture desks

- Had knowledge of the benefits of the rewards card, buyer protection plans, and the store credit card and offered to

all customers

- Helped answer phones and assisted with phone orders as well as help customers locate needed product at other

locations when item was not in our store

- Trained new employees, including newly assigned supervisors, on how to run the registry desk as well as in other

areas of the store

Lead Server/ Hostess, Ambassador Restaurant at the Polynesian Cultural Center 1/15/2003 5/1/2005

Laie, HI

- Greeted every guest with excellent customer service and the spirit of “Aloha” as they entered

- Described all entries on the food line in an appealing manner

- Monitored and managed seating flow of the restaurant

- Kept all foods at appropriate temperatures and kept accurate logs

- Maintained a clean and appealing food line

- Possessed knowledge of the island, the cultural center, and the surrounding school campus to provide better service

- Worked well with a diverse group of people from all over the world

- Followed all safe food handling rules and procedures

- Assisted manager in scheduling and placing employees at designated areas

Education

- Studied at Brigham Young University Hawaii campus - Focused in International cultural studies Aug 2002 – May

2005

- Currently enrolled through MLS online to receive Georgia real estate license- expected completion date 11/24/13

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