Customer Service Manager

***** ********** **, #**

lMontgomery, Ohio ***** 513-***-****, 791-7347(fax)

abk1by@r.postjobfree.com Kimberly Southerland

Objective

Professional with over twenty-five years of financial experience.

Progressively seeking more challenging assignments in the health care

field. Strong financial and computer skills including accounting, finance,

banking, mortgage (DU & LP), calyx, collections, quick books, finance,

medisoft, data entry, strong word, strong excel, and access. Experienced

in patient scheduling, hospital admissions and procedures. Utilized

national diagnostic and procedural terminology (IDC and CPT). Able to

monitor and troubleshoot insurance claim submissions, apply managed care

and third party policies and procedures to insurance claim processing.

Demonstrated the basics of medical office management. Performed medical

bookkeeping procedures. Organized and properly maintained patient records.

Performed patient billing and collection procedures. Capable of rapidly

learning new assignments involving decision making, organization of data,

customer service, working cross-functionally with others, and prioritizing

responsibilities. Strong customer service orientation, ensures accuracy,

detail oriented, strong verbal and written communication skills. Ability

to mutli task, meet deadlines, and manage projects while maintaining

highest level of quality. Exceptional problem solving skills with the

ability to look past symptoms to identify the root cause of the issue.

Responsible, reliable and able to work quickly, accurately and the ability

to exercise sound judgement. Highly developed critical thinking skills.

Experience

7/2010 - present Bank Of America (Remedy Staffing) - 2/2009 - 7/2010 Fifth

Third Bank (Account Temps)

Assistant Processor Retail

Provide assistance in the set up process of a loan including placing orders

and validating files in preparation for submitting to underwriting over 150

loans per month. Developed relationships with loan officers and currently

have my own pipeline of over 30 loans per month.. Experienced in government

processing of FHA and some VA loans. Experienced with program evaluation,

financial control and analysis. Perform credit analysis and credit

evaluations of potential borrowers. Manage the loan process, serve as an

entry level underwriter

1/2008 - 12/2009 Bunnell Hill Development/Henkel & Schuler

Accounts Receivable/Account Payable (as needed)

Assist in company's Accounts Receivable/Payable functions. Code and

process over 200 invoices per week through their Yardi system.

2007-present Big Brothers/Big Sisters, Cincinnati, Ohio

Office Manager/Bookkeeper (as needed)

Manage the company's Accounts Payable and Receivable functions through

Business Works. Also manages the company's accounts receivable and

database through Donor Perfect. Codes and inputs over twenty five invoices

per week. Works closely with the Financial Officer to ensure that all

revenue is received in a timely and accurate manner. Assist Executive

Director and Program Manager in their day to day operations.

4/2007-4/2008 Account Temp, Cincinnati, Ohio

TK Engineering - Accounting Clerk/Bookkeeper

Assist in managing the company's Accounts Payable and Receivable functions

through Quick Books. Codes and inputs over fifty invoices per week. Works

closely with the Financial Officer to ensure that all revenue is received

in a timely and accurate manner. Initiates wire transfers of large sums of

money. Ensures that all payments are covered and that accounts are kept at

appropriate levels. Reconciles prior day transactions and investigate any

debit variance.

2003 - 2008- KLM Mortgage & Premiere Mortgage, Cincinnati, Ohio

Senior Loan Officer

. Developed relationships with lenders to provide a variety of programs

for borrowers through a variety of loan products. Experienced in

program evaluation, financial control and analysis. Perform credit

analysis and credit evaluations of potential borrowers. Provide

financial analysis and recommendations to borrowers. Coordinate the

identification of additional loan products with other loan officers.

Manage the loan process, serve as an entry level underwriter; package

loans for customers, develop marketing and outreach strategies for

attracting new clients.

1993-present Three Square Music Foundation, Cincinnati, Ohio

Executive Director/Volunteer

. Designed and implemented eight after school and summer camps for youth

serving over 300 youth and families. Planned and coordinated youth

prevention programming including developing curriculum. Facilitated

and organized group meetings, field trips, and projects. Responsible

for recruiting and hiring of twenty employees. Designed, implemented,

and trained new employees on company's procedures and policies.

Maintained all internal accounting for employee hours worked and

billings. Responsible for networking and participating in community

coalitions. Responsible for Accounts Payable and Receivables. Coded

and processed over 50-100 invoices per week. Reconciled bank accounts

and provided financial reports for the Board of Directors.

1983-2000 Key Bank, Cincinnati, Ohio

Supervisor/Systems Analyst

. Responsible for the Cash Management Operations computer systems.

Supervised and provided training for fifteen full time employees.

Provided technical information to employees for computer use, creating

the opportunity for employees to increase computer usage capabilities,

resulting in increased productivity. Prepared quality standard

reports for management with clarity, accuracy and timeliness.

Responsible for balancing the department's general ledger account.

Initiated, developed, and directed a computerized error tracking

system which improved the department's error rate by 45%.

Investigated, analyzed and resolved all customer service complaints,

resulting in improved customer relations as indicated by customer

feedback and sales growth, providing reliability standards of service.

Education/License

Brown Mackie College, Cincinnati, Ohio - Health Care Administration,

December, 2010

Ohio College of Business & Technology, Cincinnati, Ohio - Associates -

Computer Information Systems, January 1985

Southwestern Business College, Cincinnati, Ohio - Associates - Business

Administration, January 1997

Loan Officer License, Cincinnati, Ohio - June, 2003

Foster Care License, Cincinnati, Ohio - Adolescent for Youth, 2003

Skills

Financial, Mortgage, Banking, Collections, Data Entry. Computer packages:

Medisoft, Word, Excel, Access, Business Objects, Analyst, Market Max,

AS400. Accounting packages: Quick Books, Yardi, and Business Works.

Awards

1995 Cincinnati Public School Volunteer Award

1996 YMCA Black Achiever Award

1997 Jaycee's Outstanding Young Citizen Award

1998 and 2000 WIZF Unsung Hero Award

2000 Leading Women's Award/2000 Sankofa Award for Community Development

2005 Cincinnati Herald Nefertiti Award/2007 Cincinnati Enquirer Hometown

Hero

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