Manager Customer Service
Resume:
Marietta, Georgia *****
***************@*****.***
Lisa A. Griffin
Objective: To be a part of a growing team and company.
Application Analyst
* Setting up Clients on MedQuist Dictation System. Consisting of Interfaces, Dictation and Dictators.
Assisting the Client in Migrating from their Dictation Platform to ours. Discovery and Analysis. Samples
and then Configuration. Working Closely with Customer to make sure no issues or problems occur in
transition.
4/2007 - 06/2008
Customer Technical Support
* Assisting Clients with Issue, (issues being: Servers, Printers and adding staff to (RDV) remote
document viewer. Assisting with (RDP) remote document printer and (DQM) DocQManage issues.
Searched for dictations client requested as stat. Any Login issues that have been pending and need
resolution. Escalating issues to the appropriate Departments. Total Customer Service Satisfaction.
Experience 09/2004 - 4/2007
Regional ASR (Automated Speech Recognition Internet platform) Coordinating Manager
* Setting up training for the MT (medical transcriptionist) to become a ME
(Medical editor). Mailed out information packets for training.
Assisted with any questions related to ASR and the training class.
* Migrated Clients that were on our DEP Internet Platform over to
ASR. (Automated Speech Recognition). Notified appropriate staffs of Client go-live
on ASR. Evaluated how many ME’s would be needed to be trained for the go-live.
Sent notice account was live on ASR.
* Monitoring the Status of ME’s work performance on ASR. (Monitoring gains
Helping to maintain 30% or more to stay on ASR.) Monitoring work pools to
make sure they are set up correctly and staffed appropriately. Helping
With any issues or concerns the ME’s directing them to appropriate staff
to be corrected.
* Working with Supervisors, QA and CSM's (Client Service Managers) of my
Region to better enhance the quality of work.
07/2003 - 10/2004 MedQuist, Inc. Atlanta, GA
Regional QC Manager
* Monitoring Quality Control performance with all Employees.
* Monitoring work production.
* Helping Management and Supervisors with outstanding Issues.
* Scheduling and Time off request.
* Helping Clients with requests, missing documentations, backlogs or error
logs.
* On Call 24 hrs a day, for Issues that arise inside CSC after hours.
* Traveling to Raleigh, NC and Birmingham Alabama now and then to monitor
performance.
* Training of staff in all regions.
* Managing time sheets for Payroll.
* Handling Employee Corrective Action, Warnings, Write Ups and Terminations.
09/2002 - 07-2003 MedQuist, Inc. Atlanta, GA
Processing Manager
* Monitoring daytime staff making sure work was done in a timely manner.
Scheduling and time off request. Client requests and Issues. Assisting
Client managers with their clients and Issues.
02/00 - 09/02 MedQuist, Inc. Atlanta, GA
Processing Technician
* Retrieving missing documents. Answering multi-line phones, faxing and data
entry. Editing patient demographics. Filing and spreadsheets. Back up
coverage for anyone who needed to be out. Maintaining files also assisted
with training of night personnel. Assistant to Account Managers.
Handling calls from Hospitals.
Education 09/80 - 06/86 Lyndonville, Central High Lyndonville, NY
* Regular Studies
04/96 - 02/97 Georgia Medical Institute Atlanta, GA
Medical Office Assistant
Administrative:
Skills and Experience:
Proficient in MS office suite (Word Excel) IDX, Multi-Line Phones, LANDesk, Remote document printer,
Remote document viewer,
Training, Record management, Filing,
Typing 65-70 wpm, Mail Sorting, Medical Coding, CPT/ICD9 an d computer Input.
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