Customer Service Manager

Sharon Jiggetts-Cooper *******@*****.*** 619-***-**** (H)

619-***-****(c)

QUALIFICATIONS:

Manager, Supervisor, Call Center, Customer Service, Collections, Training

and Team development,

. A service professional with 10+ years' experience in management,

supervision, training and development.

. Extremely productive in a high volume environment, with proven

customer satisfaction and interaction skills.

. Excellent written, verbal and negotiation skills, great communicator,

a self-starter with a can do attitude.

EMPLOYMENT HISTORY:

Supervisor-Customer Service- Collections

Temporary Staffing Agency: Contract Positions: August 2009-

May 2011

. Supervised call center team, planned, allocated and monitored

productivity and daily performance levels.

. Assured incoming calls were answered and handled expeditiously and

clients received quality customer care.

. Assisted in implementing process improvements, identified and provided

training needs through coaching.

. Monitored calls and assisted management with department scheduling to

insure adequate team staffing.

. Tracked call volume and provided daily, weekly and monthly productivity

reports and call center statistics.

. Provided team support in problem resolution, while ensuring compliance

with company standards of quality.

. Responded to inquiries regarding product and services, charges,

authorizations and claim status.

. Resolved client issues pertaining to quality of service, billing

discrepancies, adjustments and discounts.

. Contacted clients to collect on outstanding balances; explained terms and

negotiated payment plans.

. Handled attorney correspondences and legal documents, letters of credit

and bankruptcy notifications.

. Reviewed accounts for possible assignment, prepare information to

transfer files to the collection agency.

. Involved in the process of screening, Interviews, hiring, and evaluating

employees'.

Team Lead/Supervisor

Sharp HealthCare Patient Financial Services, San Diego, CA 92123 May

2008- May- 2009

. Managed employees including call center staff, administrative support

staff and the legal desk.

. Supervised the daily activities of the call center team in the Patient

Financial Services department.

. Successfully increased the overall collection productivity by 10% within

the first 90 days.

. Key player in the team collecting over one Million dollars collectively

and 125k individually on a monthly basis.

. Ensured the team met the established goals by providing training,

coaching, direction and motivation.

. Prepared weekly audits and productivity reports for one on one-

development discussions with team members.

. Contacted "Self Pay" patients to discuss the outstanding balance,

negotiated terms and offered payment options.

Customer Support Manager

Marcoa Publishing Inc. San, Diego, CA 92126 May 2000- November

2007

. Managed call center team, provided the highest possible standards of

customer service and support.

. Proven ability to train, supervise, motivate, and evaluate customer

service representatives.

. Oversaw daily credit and collection activity for the San Diego corporate

office and eight Branch offices.

. Monitored sales activity reviewed and signed off on all outside sales

employees' credit transactions.

. Successfully implemented processes and collection procedures that

decreased bad debt from 8% to 3%.

. Generated invoices based on billing cycle, sent dunning letters and

managed payments and adjustments.

. Analyzed information on prospective customers, determined risk, approved

credit lines, negotiated payments.

. Ensured compliance with the fair debt collection laws, enforced contract

terms and handled bankruptcies.

Education

US College of Health: Student-Internship program January

2010 - December 2010

. Obtained knowledge of procedures and practices of a medical facility,

medical terminology, billing and coding.

Computer Applications: Medisoft Patient Management Systems, Microsoft

Office, FoxPro, IDX, EPIC

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