Customer Service Manager

JEREMY BROOKS

**** ********** ****

Sherman, TX *5092

Tel: 903-***-****

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

Results-driven Manager eager to contribute expertise in driving operations, sales, customer

relations, and team-building initiatives toward actively collaborating with a dynamic

organization in maximizing bottom-line performance.

Q U A L I F I C AT I O N S P R O F I L E

Proficiency in all aspects of multi-unit operations management including staffing, employee development,

customer service, P&L, inventory control, and facility management. Substantial experience in vendor

relations and negotiations, strategy planning, and capturing record-setting sales growth. Resourceful,

assiduous and versatile self-starter; set goals and decisively develop action plans for attainment. Proven

financial acumen; meticulously monitor fiscal status to optimize profitability, cost control, and budget

compliance. Keen organizational, interpersonal, forecasting, problem solving, and communication skills.

Able to revitalize struggling regions and heighten employee morale.

Selected Achievements:

• Effectively improved overall employee satisfaction by 41% during first year as Area Manager for

Rotech.

• Championed three successful Joint Commission audits resulting in zero findings.

• Overhauled region ranking in last place (80 out of 80) to within 12 months placing among top 20

for performance.

• Elevated quality of patient care and significantly decreased patient complaints from 117 to 6 in

2008.

• Took area held item numbers from worst to first company-wide within one year.

• Consistently scored at top of Performance Indicator Matrix for region during role as Location

Manager for Rotech Healthcare.

• Resourcefully created reporting system at WNJ Medical Center to track/trend insurance denials

and uncover areas requiring improvement; decreased denials and reduced A/R by 75%+ in seven

months.

PROFESSIONAL EXPERIENCE

Rotech Healthcare, 2004 to 2010

Area Manager

• Spearheaded daily business operations inclusive of financial administration, staffing, training,

fleet management, regulatory compliance, and policy/procedure development and

implementation.

• Leveraged considerable leadership talents to coach, motivate and mentor sales representatives to

boost revenue and market share.

Continued …

Jeremy Brooks ~ Page 2 of 2

Professional Experience continued …

• Monitored and regularly evaluated performance and goal attainment of Location Managers.

• Demonstrated exemplary versatility and organizational skills to oversee six locations concurrently

and total personnel base of 81.

• Diligently steer compliance with Medicare, Medicaid, FDA/DOT and Joint Commission rules and

regulations.

Location Manager

• Held P&L accountability while planning, coordinating, directing and supervising daily sales

operations.

• Developed and motivated staff, consistently emphasizing customer service, productivity, and goal

setting.

WNJ Medical Center, 2003 to 2004

Denial Analyst

• Provided extensive training to business and admissions staff to prevent errors, streamline

insurance processes, and maximize team cohesiveness.

• Established budgets and targets, and meticulously documented insurance denials for hospital

producing $110M per year.

Prior background includes various roles with Cigna Healthcare, 1998 to 2002.

E D U C AT I O N

Bachelor of Science in Business Administration, College of Alameda, 2004

Hours toward degree, Phillips University, 1994-1998

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