Customer Service Manager

**** *****’s Court • Dacula, Georgia *****

678-***-**** • abg00k@r.postjobfree.com

Business Process Improvement Technology & Process Improvement

Strategic & Financial planning Start Ups, Turnaround & Revitalization

Analytics & Project management Training & Documentation

Dynamic leadership career in international, billion dollar organizations with a rich mix of finance, healthcare,

operations, internal/external processes, technical savvy and business development. Execute team-driven process

improvements to increase revenue growth operational efficiency, and overall profitability.

CHAMBERLIN EDMONDS (EMDEON), Atlanta, GA • 2010 - Present

Business Analyst

Provide services to examine uninsured and underinsured patients, including inpatient, outpatient, and emergency

department cases. Analyze operational and financial key performance measures for the eligibility and enrollment

services for Medicaid and Medicare. Act as point of contact for the deployment of key initiatives. Develop and

implement standardized policies and procedures to ensure consistency and accuracy of reporting.

• Increased departmental revenue from $25,000 to over $135,000 per month.

• Define project requirements by identifying project milestones, phases, and elements; forming project team;

establishing project budget.

• Proficient with HCIS systems utilizing of Meditech, McKesson, Siemens, GE and CPSI.

SIEMENS ENERGY & AUTOMATION, Norcross, GA 2008 - 2009

Sr. Marketing Admin Specialist

Conduct business research and planning using sales data, trade publications, and government publications.

Analyze data generated through this research using Excel, Business Objects XI, and Mini Tab. Create

presentations using PowerPoint to highlight findings.

ECHOSTAR (DISH NETWORK), Suwanee, GA • 2004-2008

Program Manager / Trainer

Responsible for total training (new hire and on the job) and new process implementation initiatives for 325 head

high volume re-manufacturing for Dish Network equipment. Evaluate procedures and policies for efficiency and

effectiveness. Enhance quality systems through continuous improvement utilizing Lean Manufacturing and Six Sigma

principles. Expertly manage time-lines, trends, costs, and resources. Supervise audit and production inspection teams to

identify strengths, weaknesses and opportunities for improvement.

• Develop materials for both classroom and alternative delivery, i.e.: web-based, computer-based, and distance

learning formats.

• Establish instructional design and development standards for all existing and future training materials that

support continued quality and speed of delivery.

• Improved software programming, streamlining the process resulting in annual labor/efficiency processing

savings in excess of $250,000 the first year.

• $400K in savings by coordinating a safety compliance committee and progressively lowered Workman’s

Comp claims.

• Keep record of all governmental reports – OSHA, environmental permitting, safety, MSDS, W/C, etc. and

publish on a timely basis.

MICHAEL MILLER abg00k@r.postjobfree.com 678-***-**** pg. 2 of 2

EQUIFAX, Atlanta, GA • 2002-2003

System Analyst

Coordinate computer and technical support for the CEO and all levels of executive management, including the Board of

Directors. Identify trends and significant changes in technology and analyze potential implications to end-users. Partner

with organizations and senior leadership to develop the overall execution strategy to maximize operational effectiveness

of the total enterprise while satisfying customer requirements.

ESHARE COMMUNICATIONS, Norcross, GA • 1999-2001

Global IT Manager

Plan and direct day-to-day operations of the Information Technology Department with over 7,200 end users and

1200+ calls a month. Implement departmental support processes with service level agreements, customer

satisfaction surveys and performance measurements. Reorganize department staff and realigned positions to

reflect service requests and system discipline requirements. Plan and conduct PC and software training for in-

house personnel and clients. Create cost effective budgets for hardware and software purchases after analysis of

end user requirements.

NATIONAL REVENUE CORPORATION (Deluxe Corporation), Columbus, Ohio 1998 – 1999

Manager

Manage customer service and collections activities of three teams of 25 representatives. Create Skip Trace team

to increase client contacts. Provide daily one-on-one supervision of the training and monitoring sessions with

employees and supervisors. Conduct and review performance appraisals with motivational and coaching sessions

for enhanced performance. Establish daily call campaigns and schedules. Recruit, train and develop new

employees.

ALLIANCE DATA SYSTEMS (Lerner Companies), Columbus, Ohio 1997 – 1998

Supervisor

Manage department of sixteen associates in a call center environment. Conduct annual performance appraisals

and made salary recommendations. Diffuse dissatisfied and irate customers on escalated calls. Monitor and route

call volume of over 15,000 calls a day. Implement system downtime process resulting in improved customer

service and increased the number of customer prospects.

PAGEMART Inc., San Antonio, Texas 1994 - 1997

National Service Center Trainer

Implement training curriculum and documentation of all policies and procedures. Conduct training of employees on

administrative systems, customer service practices, policies and procedures. Instruct recurrent training on changes

and enhancements in policies and procedures. Provide on-going monitoring and feedback regarding training

process and quality issues.

EDUCATION

Bachelor of Arts in Communications – Marketing & Management

Texas State University, San Marcos, TX

CERTIFICATIONS

OSHA Certified Forklift Instructor

Certified Help Desk Manager

Leadership Development – Management and Management of Change

Participative Team Training

Creating Customer Service Solutions Trainer Certification

Marketing Specialist Certification

Microsoft Word & Excel (Advanced) certification

MS Project & MS Access (Intermediate)

SOFTWARE

Agile, Business Objects, Crystal Reports, IBM AS/400 knowledge, Oracle 11i, SAP, SQL and PeopleSoft

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