Customer Service Project Manager

Leroy Holliman

***** **** **** ******* (Jarratt, VA 23867

Mobile: 804-***-**** ( Email: **************@*****.***

OBJECTIVE

Business or Financial Administration/Human Resource/Work Force Development/

Labor Compliance field.

SKILLS SUMMARY

Skilled, innovative, and results-driven work force development management,

market and contract analysis and human resources professional with more

than 9 years of experience in full range of position management expert

advisory service functions in operations, administrative and personnel

management, recruitment and placement, training and job coaching.

Excellent oral and written communication skills, demonstrated leadership

skills, and proven broad expertise in all aspects of marketing and contract

analysis, including policy and procedure development; compensation and

benefits, accounting and payroll, accounts receivable/accounts payable, and

administering and managing employee programs. Skilled in providing direct

personnel support, and working with management to develop and implement

improvements to workflow and overall employee skills. Valued by employers

for ability to effectively analyze and assess staffing requirements, make

independent decisions, and other key issues and make recommendations that

improve and/or enhance operations.

EMPLOYMENT HISTORY

Contract Analyst March 2009-present

HCA Supply Chain Hours per week: 40

Richmond, VA

Supervisor: Fostina Allen

Monitor contract administration throughout closeout. Track and monitor

current and expiring contracts to promote renewal. Negotiate termination

settlements, change proposals and cost. Represent clients with contracts

to negotiate contract modifications and terms. Establish relationship with

vendor services. Provide market-sensitive pricing for bids, quotes, and

RFPs. Advise Director on strategic pricing negotiation. Consult, review,

analyze, develop and review final contracts, SOWs, bids and proposals to

divert liability issues. Recommend improvement or modifications to ensure

compliance with government policies and regulatory practices. Gave expert

advice to software engineers that improved customer information delivery.

Verify security controls. Manage and direct the day-to-day operations of a

real estate development firm, including: recruitment and placement,

training and development in the areas of real estate principles and

practices. Apply, analyzed and interpreted complex labor laws and

financial, rules and regulation as it relates to contract negotiation

strategies.

. Conduct presentations, executive summaries, and other documentation to

outline savings opportunities for facility and division management

teams.

. Plan, organize, and schedule meetings with the Division Clinical

Resource Director, facility based supply chain personnel to provide

analysis for product selection and standardization. Negotiate

contracts with vendors, conduct compliance and utilization

inspections, and resolve emergency maintenance issues. Maintain

financial records for all property operations; prepare monthly

financial reports for Supply Chain Director.

. Prepare presentations, executive summaries, and other documentation to

outline savings opportunities for facility and division management

teams.

Financial Analyst/Financial Recovery January 2007

- March 2009

Blue Cross Blue Shield of North Carolina

Hours per week: 70

Durham, NC

Supervisor: Vernell Walcott, Team Lead

919-***-****; may contact

Analyzed, assessed, and resolved electronic system processing problems and

errors for operational accounts. Facilitated global financial client's

accounts using complex, global transaction telecommunications authorization

and settlement systems. Managed service change requests. Contributed to

redefining customer service needs for service upgrades, data conversion,

and data center relocations. Project Manager during Host Migration Project.

Provided technical services, and posed as an informational liaison to

customers. Ensured current and ongoing communication on operating

regulations, billing, and compliance issues. Served as a Subject Matter

Expert and technical advisor for the launch and implementation of special

programs and services.

. Handled insurance reconciliations for all accounts including operating,

payroll, draft and lockbox accounts. Assisted in the preparation of

consolidated financial statements, financial reports, operations

reports, financial statement disclosures and reconciliations.

. Exceeded financial and budgetary goals by 3% annually.

. Achieved maximum controllable expense awards/ bonuses, regional

financial compliance awards.

. General Accounting Procedure: financial statements and budget analysis.

. Financial internal auditing.

. Utilized general accounting functions such as performing account

reconciliations, processing invoices, purchase orders, and preparing

journal entries.

Operations Specialists October 2005 - January 2007

Blue Cross Blue Shield of North Carolina Hours per Week: 70

Durham, NC

Supervisor: Gwen Mebane, Team Lead

919-***-****; may contact

Managed daily operations and 20 employees; performed duties that included

interviewing, inventory control, and claims management. Provided expert

analysis, management, and resolution of as many as 20 processing problems

per week. Managed service change requests. Contributed to redefining

customer service needs for service upgrades, data conversion, and data

center relocations. Advised and implemented recommendations on

recruitment, staffing and placement strategies, performed job

classification, job analysis and descriptions, and interviewed applicants.

Served as advisor: to managers and employees in complex employment issues:

discrimination, sexual harassment, and people with disabilities, and other

grievances. Planned, developed, and implemented cost controls and

procurement policies and procedures, built and maintained professional

relationships with external recruiters, department heads, and corporate

leaders. Prepared oral and written briefs reports for department heads and

corporate leaders. Reviewed documents for completeness prior to being

submitted for processing; ensured information in reports are clear, concise

and accurate. Contributed to and communicated the organization's mission,

vision, and functions.

Supervised personnel and performed regular employee performance

evaluations, handled issues with customer service, scheduling, staffing,

training, and placement. Gave expert operational and personnel decisions

with aide of compliance tools and independent analytical judgment.

Planned, directed, and implemented training programs, scheduled and

facilitated staff meetings, and conducted employee testing to evaluate

overall knowledge, skills and abilities.

. Reviewed and assisted in creating training curriculum for new Claims

hire classes. Trained new hires on Submission Formats, Disposition

Formats and Reconciliation Formats on Inter- Plan Teleprocessing

systems.

. Demonstrated outstanding customer service to a broad range of internal

and external customers, often under difficult circumstances.

Communication and resolutions were professional, courteous, and

tactful despite occasional provocations. Achieved customer retention

rate above national average.

. Exceeded company goal of monetary and developing overall associate

performance goals.

. Implemented policies and procedures that helped increase productivity

and efficiencies by 10% annually, reduce labor costs by 6% annually,

and improve overall workflow and operations by 8%. Directly supervised

up to 13 employees.

. Recommended and initiated innovative approaches for resolving unusual

and/or difficult issues concerning company policies and procedures.

Upheld and enforced organizational standards regarding quality

assurance, customer service, and employee performance. Communicated

organizational strategic mission, vision and goals.

Business Analyst December 2002 - October 2005

Blue Cross Blue Shield of North Carolina

Hours per week: 45

Durham, NC

Supervisor: Karima Powell

919-***-****; may contact

Analyzed and applied auditing laws, rules, government regulations and

procedures. Gave expert operational and personnel decisions with aide of

compliance tools and independent analytical judgment. Prepared status

reports, coordinate interdepartmental training, establish and communicate

organizational vision and mission. Consistently, communicate complex issues

both orally and in written form. Arranged and logistically planed

conferences performed oral speeches, attended meetings and briefings.

Traveled approximately 30% of the time.

. Compiled trends and analysis reports, which tracked associate error

types and system defects.

. Consulted, reviewed, analyzed, and developed feedback on system issues

pertaining to fields on ITS, Power MHS, Magic and the Legacy systems.

Remediated gaps within processes and desk procedures.

. Conducted rigorous analysis on data to adequately serve Inter-Plan

Operations (IPO). Ensured high quality audits by identifying trends,

produced forecasts and suggested ways to achieve optimum accuracy,

efficiency and customer satisfaction.

. Improved processes and encourage better use of information resources

by Associate to yield customer satisfaction for Price Water Coopers.

. Served on the Business Improvement Committee for two years.

. Recommended and initiated innovative approaches for resolving unusual

and/or difficult issues concerning company policies and procedures.

Upheld and enforced organizational standards regarding quality

assurance, customer service, and employee performance. Communicated

organizational strategic mission, vision and goals.

EDUCATION

Bachelor of Science in Human Services

Includes Human Resources Certificate & Project Management Certificate

Longwood University

Masters of Business Administration in Healthcare Administration

Mt. Olive College

AHIMA CERTIFIED- March 2009

Relevant Coursework: Project Management, Strategic Management, Business

Writing Communication, Global Business Management, Negotiation Strategies,

Government Contracts, Human Resource Management: Analysis & Problems,

Information Systems in Organizations, Business Law, Labor Relations, Labor

Law, Employee Motivation, Employee Training and Development, Management and

Organizational Culture, Managing Diversity in the Workplace, Organizational

Behavior, Managerial Accounting, Business Finance 340, Principles of

Economics II, and Workplace Ethics.

PROFESSIONAL ASSOCIATIONS / MEMBERSHIPS

. Omega Psi Phi Fraternity, Inc. (1996-present)

TECHNICAL PROFICIENCIES

Power MHS, Database Management, AS 400, Hyperion Financial Management,

Microsoft Office Suite, Windows 95/98/ME/XP, Outlook, Novell GroupWise,

Extra Applications, Oracle, On Base, Business Objects, SMART QuickBooks,

People Soft, ANSIR, Blue E, Lawson, Legacy, Midsection Basic ITS, IPD,

Siebel, Knowledge of ICD9, MS Project, SAS 70 Services, Technical

Writing, Financial Billing, Sarbanes-Oxley Consultant, Internal Auditor,

CPT4 coding and Medical Terminology, IDX, Six Sigma, CPD.

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