Customer Service Manager

Philip H. Arida

**** ******* *****, ***** **********, Ohio 43110

***********@***.*** 614-***-****

Highlights of

Qualifications

. Extensive experience in management and supervision in health care

and insurance. Excellent human relations and analytical skills.

Implemented and managed a Business Service Center that won a

national award for customer satisfaction.

. Consistently exceeded service goals and improved efficiency. Proven

leadership skills. Strong work ethic and project management

experience, able to multi-task effectively.

Professional Experiences

Customer Service Supervisor, Nationwide Better Health, Columbus,

Ohio 2008-Present

Supervised staff of 24 Customer Service Representatives and one

Lead. Handled inbound calls from clients and made outbound enrollment

calls. Supported continued growth, decreased wait times and increased

first call resolution. Cross trained staff and leveraged resources in

remote locations. Developed quality programs and assisted in system

implementations.

Sales/Service Manager, First Merit Corporation, Akron, Ohio, 2004-

2008

Managed a staff of 10 Specialists and a Team Leader in an Internet Banking

Customer Service Department that consistently exceeded service quality

standards. Implemented and managed a Business Service Center, staff of

four Business Specialists. Handled 200 inbound calls daily and exceeded

sales goals through outbound prospecting campaigns. Established

expectations, hired, trained and coached staff to take ownership of our

customers' issues. Worked closely with Marketing, Sales Development, and

the Business Bankers.

Manager Statewide Operations, Medical Mutual, Cleveland, Ohio, 2000-2004

Managed staff of 37 Customer Service Professionals and two Operation

Specialists in a Statewide Call Center. Achieved queue time and service

level goals, handled over 1,500 inbound calls daily. Successfully

implemented a new Avaya phone system. Developed a Dental Customer Service

Department and cross-trained staff to assist in exceeding goals. Managed a

staff of 14 medical Claims Examiners and 10 Data Entry Processors.

Developed a modular training program and consistently increased our error

free rate.

Financial Analyst, Cleveland Clinic Health Systems, Independence, Ohio,

1999-2000

Completed monthly capitulation reconciliation and managed care reports.

Assisted with the implementation of a medical claim processing system,

documented procedures and completed testing.

Manager Claims/Provider Administration, First Health Corp., Albany, New

York, 1997-1999

Managed Claims Processing, Provider Administration and Mail Room

Departments for the New York State EPIC Program. Oversaw daily processing

of 12,000 prescription claims for over 100,000 members. Assisted in the

start up of a new office and the implementation of a new processing system.

Wrote operations manuals for our member pharmacies and established

procedures for staff. Implemented quality control programs and coached

staff.

Claims Supervisor, Empire Blue Cross/Blue Shield, Albany, New York, 1985-

1997

Directed staff of 21 Medical/Surgical Claims Examiners and four Senior

Examiners. Processed over 800 claims daily with a 98% error free rate and

five-day adjudication average. Supervised a staff of 15 Data Entry

Operators, cross-trained staff on all claims types. Initiated corrective

action when required and created incentive programs. Realized productivity

increases and processing improvements.

Education

Bachelor of Science, Management Science - STATE UNIVERSITY OF NEW YORK

AT BINGHAMTON

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