Customer Service Manager
Resume:
SHELLEY NICOLE RUSSELL
*** **** ***. *****, **. Cloud, MN 56303
**************@**********.***
SUMMARY
Extensive management experience of more than 10 years in customer and client service management with duties including department and employee
supervision, team motivation, production, quality control and budgetary responsibility, staffing, human resource functions, client contact, evaluation
and interaction, advanced computer skills and a strong commitment to health care.
Epic Ambulatory Certified – specializing in SmartSets, SmartText, templates and patterns, Provider and Staff training. Versed in the American
Recovery and Reinvestment Act – Meaningful Use Program for hospitals and clinics. Electronic Health Record access through the use of Epic’s
MyChart program. Limited GOLive participation.
Recent education Anatomy & Physiology I & II, Medical Terminology, Ethics in Health Care, Administrative Pharmacology, Health Information
Technology (EHR conversion), Quality Improvement and Statistics in Health Care Management.
Extensive computer knowledge including software such as Microsoft office applications at an advanced level, Adobe, Corel, database management,
electronic record keeping and security/audit control.
EXPERIENCE
2009 – Present Hennepin Faculty Associates/Hennepin County Medical Center
Epic Certified Clinical Analyst
Minneapolis, MN
2007 – 2009 Anoka Ramsey Technical College
Associate in Arts Degree-Health Care Management
St. Cloud, MN
1997 – 2007 The Epilepsy Foundation – Used Clothing Center
Branch Manager
St. Cloud, MN
1996 – 1994 Falcon Disposal Service, Inc.
(Formerly Disposal Control Service, Inc.)
Customer Service/Sales Manager
Long Beach, CA
1987 – 1994 Disposal Control Service, Inc.
Customer Service Manager
Upland, CA
PROFESSIONAL ABILITIES
Supervision and management of up to 35 employees. Administration of all employee benefits, insurance, and profit sharing plans,
pension, employment issues, recruiting, dismissal, training, payroll, employee reviews and tracking.
Effective motivation and ability to develop a team atmosphere.
Superior Customer Service support, problem resolution, communication and follow up skills.
Sales presentation and marketing skills.
Business development and community awareness, involvement and representation.
ACHIEVEMENTS
Implementation and design of a custom computer network that enabled a reduction in response time to client requests.
Organization and start up of a fund raising operation, achieving 100% of quota within 60 days. Continued growth and revenue
utilizing innovative thinking and ideas to accomplish documented results.
Reorganization of development of five key business lines, resulting in an increase in revenue of 62% in one year.
Responsible for bidding, obtaining, and maintaining major contracts with clients.
Public relations through community involvement, public speaking and association participation.
Training and sales presentations to clients on a quarterly basis.
EDUCATION
Anoka Ramsey Technical College Anoka, MN AAS
University of Nevada Las Vegas Las Vegas, NV
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