Customer Service Manager
Resume:
NICOLE MATTHEWS
Toney, AL *****
***********@*****.***
[pic] QUALIFICATION SUMMARY
. Over 17 years of office administration/management experience
. Excellent, attentive and respectful customer service and people skills
. Strong written/verbal communication skills
. Quality and timely completion of projects
. Excellent computer skills (Microsoft Word/Excel/PowerPoint/Outlook,
Lotus and Adobe)
. Ability to work under minimal supervision
. Prioritize work and multi-task in a fast-paced office setting
. Great work ethics (responsible, honest, accountable)
[pic]WORK HISTORY
[pic]FOURROUX PROSTHETICS, Huntsville, AL
March 2004 - Sept. 2010
Administrator/Office Liaison
. Provide a full range of administrative functions assisting the CEO in
making travel arrangements, travel management, word processing and
conducting meetings with upper level management. Manage schedule
calendar for executives and office personnel. Provide conflict
management and decision making. Prepare correspondence and presentations
using Word, PowerPoint, Outlook, Adobe and Excel. Liaison between
reception desk, patients, office workers and insurance companies. Handle
filing, document preparation, and records management. Enter prosthetic
codes into Futura software in preparation for billing. Prepare detailed
authorization requests for insurance predeterminations and claims
processing. Prepare reports in Lotus and Excel spreadsheets. Handle
procurement and keep supplies stocked. Answer multi-line telephone in a
professional manner. Prioritize work to ensure effective and timely
completion.
SECUREONE, Huntsville, AL
August 2003 - February 2004
Office Manager
. Scheduled subject appointments for sales personnel. Referenced checking
customer contracts. Informed customers of their rights and contract
obligations and regulations. Handled customer alarm registration in
coordination with Huntsville City police department. Performed credit
check on customers and background checks on employees. Opened and closed
office daily. Prepared FedEx/UPS packages for delivery. Prepared
timesheets, payroll and employee installation schedule calendars.
Liaison between corporate (Nashville, TN) and local office.
IMAGE TECH, Huntsville, AL
November 2002 - July 2003
Office Manager
. Project manager and event planner for promotional advertisement and
company shows. Schedule, coordinated, created layouts, presentations,
programs and reserved venue for seminars. Made executive decisions and
provided conflict resolution. Handled procurement, ordered and
maintained products and supplies. Processed all employee human resources
information, timesheets and payroll. Maintained employee files and
work/appointment schedules. POC and management assistant for CEO.
WEST, Huntsville, AL
January 2002 - October 2002
Customer Service Rep.
. Answered phones for Pacificare/SecureHorizons health insurance customers
and informed them of their insurance benefits. Provided excellent,
attentive and respectful customer service.
HUNTSVILLE HOSPITAL, Huntsville, AL
Oct. 1993 - December 2001
Office Manager
. Performed a full range of receptionist and clerical duties in order to
facilitate efficient functioning of the nursing/physician staff.
Retrieved medical files/records for physicians to review and dictate.
Filed charts/records in a timely and accurate manner. Carried out
responsibilities in accordance with client and site policies and
procedures, including HIPPA, state/federal and labor regulations.
Received, copied and faxed correspondence and records to appropriate
offices, after medical release had been completed. Charted and
positioned correspondence for physician signatures. Updated patient
files, ensuring the inclusion of general information and insurance card
copies. Scheduled, canceled and rescheduled patient appointments.
Checked patients in/out. Prepared patient charges to be sent to patient
accounting office. Scheduled meetings and maintained calendar for the
department manager. Handled procurement and maintained office supplies.
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EDUCATION
2009 - Strengths Training Certification, "How to achieve outstanding
performance in Teamwork"
1990 - 1991 J.F. Drake Technical College
1990 - S.R. Butler High School (Diploma)
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REFERENCES
Available upon request
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