Customer Service Manager

Mary A. Williams

**** **** ****** ***** ? Conley, GA ? 404-***-**** ?

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

CAREER PROFILE: High energy, positive professional with over 15 years of

administrative service experience. I have exceptional organizational and

customer service skills, and comfortably work with all levels of

management.

PROFESSIONAL EXPERIENCE

Emdeon Business Services, Norcross, GA

1997-2010

(Formerly WebMD)

Facility/Office & Customer Administrations Manager (2004-2010)

o Promoted to facility and department manager maintaining responsibilities

from previously position.

o Primary/initial contact for facility related needs for the Atlanta Dental

office, ensuring labor law, workmen's comp and employee bulletin boards

were up to date, working with landlord and coordinating contractors for

repairs to heating/AC, plumbing, and janitorial service.

o Increased employee satisfaction to some of the highest numbers in the

company by coordinating and managing the Employee Tenure Anniversary

program, annual staff outings, Customer Appreciation Week, the March of

Dimes and Breast Cancer Walk for the Atlanta employees.

o Integral part of office relocation project; meeting with architect to

create floor plans, visiting potential sites with realtor, choosing the

final site and coordinating the actual office move from a building with

over 10,000 square feet to a smaller one with 6,600 square feet.

o Managed the Administration & New Customer set-up department maintaining

standards of processing new registration forms with in 48 hours of

receipt and mailing welcome packet with in 48 hours.

o Established and implemented a QA process to reduce data entry errors in

the Admin Department.

o Primary administrations contact for enterprise/large account electronic

claims customers. Some accounts had upwards of 100 different locations

which required database and enrollment management.

o Successfully handled customer escalations from our support help desks.

o Assisted in the budget monitoring process by tracking invoices, expense

reports and other expenses each month for reconciliation with reports

produced by Finance Dept.

o Coordinated new employee's introduction to the company, ensuring they are

established with a work area, phone, equipment, security badge, contact

information, etc.

New Customer Setup & Enrollment Supervisor (2001-2004)

o Managed the day to day responsibilities of the Administration Department,

which included 4 staff members who were responsible for enrolling new

providers for electronic claims in our proprietary database and sending

out payer enrollment paperwork to the providers.

o Monitored the Administration's staff's calls as a training tool to keep

employees up to par with their customer service skills.

o Conducted Customer Satisfaction Surveys with a minimum of 60% of the

customers that contacted the Admin department for assistance.

o Managed the creation and distribution of electronic banner messages

regarding pertinent enrollment issues with insurance companies.

o Prepared weekly report for our installation department showing all new

offices waiting to be installed for electronic claims.

o Managed the consolidation of the CPS and WebMD enrollment departments.

This included coordinating and implementing departmental changes to take

on additional responsibilities and adjusting procedures to best serve the

customer after company restructuring.

o Responsible for monitoring the postage machine to ensure that adequate

funds were in the reserve postage account and requested a check to be

deposited into the reserve account when fund were low.

o Successfully managed payroll administration for Atlanta Dental employees.

o Managed the coding of invoices with the appropriate cost center and

ensured all invoices were submitted to corporate accounts payable for

payment in a timely fashion.

EDI Analyst (1999-2001)

o Successfully managed the file transmission of electronic claims to

approximately 200 different dental insurance companies on a daily basis.

o Responsible for verifying that a positive confirmation was received from

each payer on a daily basis.

o Completed research requests from internal customers regarding problems

with electronic file transmissions to insurance companies.

o Responsible for keeping internal departments informed on status of

research requests and notifying them when issues have been resolved.

o Acted as liaison between internal customer service and programming

departments as well as the insurance companies when researching missing

claim files.

Executive Assistant to General Manager (1997-1999)

o Provided administrative support to the Dental Division's General Manager

and direct reports.

o Prepared PowerPoint presentations showing monthly statistical data for

General Manager.

o Collected time cards from management staff and prepared spreadsheet that

listed each employee's attendance accrual and time out of the office on a

monthly basis.

o Properly routed management team's incoming phone calls appropriately.

National Data Corporation, Atlanta, GA

Administrative Assistant

1994-1997

o Provided Administrative support to division vice president and his direct

reports.

o Prepared monthly status reports for vice president.

o Reviewed submitted expense reports for accuracy before forwarding for

payment.

o Accurately recorded minutes during weekly management status meetings.

EDUCATION

University of West Georgia, Carrollton GA

B.B.A. - Administration Systems

Software Proficiencies

Microsoft Word, Excel, PowerPoint and Publisher; Adobe Acrobat

OSHA Trained

Attended OSHA Training class; put specific measures in place to ensure

complete safety of all employees of the Atlanta office.

Volunteer

I volunteer at area middle and high schools, assisting with fundraising

activities and classroom monitoring.

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