Customer Service Manager

KEVIN P HAUBRICH

*** ********* ***** ( North Huntingdon, PA 1642 ( 724-***-**** (

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

SUMMARY OF QUALIFICATIONS

Highly motivated and results oriented professional with outstanding

leadership and communication skills. Experienced in leading both

management and non-management associates. Strong background in customer

service. Solid track record of consistently meeting and exceeding company

goals and objectives.

PROFESSIONAL WORK EXPERIENCE

UPMC Physician Services - Pittsburgh, Pennsylvania

02/08 - 09/10

Customer Service Representative II/Escalation Supervisor

. Troubleshoot patient's questions by working with providers, insurances

and internal

UPMC departments.

. Assist and advise patients with billing inquiries.

. Update insurance and patient information.

. Assist other customer service reps by answering their questions.

. Handle irate patient calls.

CENTURY NEGOTIATIONS INC - Irwin, Pennsylvania 06/06 -

10/07

Training Manager

. Developed and implemented a Customer Service Training Program.

. Responsible for documentation and creation of training materials for

Customer Service Departments.

. Monitored the progress and follow-up training of new-hire associates.

. Addressed escalated customer complaints and spoke with customers.

SCOTT ELECTRIC - Greensburg, Pennsylvania

08/04 - 04/06

Inside Sales Representative/Customer Service Representative

. Work directly with customers and outside sales representatives to

ensure customer total satisfaction on orders processed.

. Responsible for trouble-shooting and resolving customer

dissatisfaction.

. Process orders phoned in by customers.

HIGHMARK BLUE CROSS - Pittsburgh, Pennsylvania

5/99 - 5/04

Member Services Representative

. Worked directly with members and providers to maintain customer

satisfaction regarding all aspects of benefit coverage. Resolved

claims processing errors and processed streamline adjustments.

. Responsible for mentoring new member service representatives. Assisted

with research for company audits. Received Outstanding Service Awards

for quality and service.

WENDY'S INTERNATIONAL - Pittsburgh, Pennsylvania

8/90 - 4/99

Restaurant Manager

. Responsible for the overall operations of the restaurant. Included

staffing, weekly and monthly report preparation, payroll processing,

training new associate/managers as well as on-going training of

existing associates. Maintained quality of restaurant operations,

including customer satisfaction, to maintain training store status.

RITE-AID INC. - Harrisburg, Pennsylvania

8/86 - 7/90

Store Manager

. Responsible for the overall operations of the retail and lottery

division of the store. Included the staffing, processing of weekly

corporate reports, and processing and calculating payroll.

EDUCATION

UNIVERISTY OF PITTSBURGH, Greensburg, Pennsylvania

NORWIN HIGH SCHOOL, North Huntingdon, Pennsylvania

TECHNICAL SKILLS

Microsoft Word, Excel, PowerPoint ( RUMBA ( INSINQ ( ICI

Contact this candidate