Customer Service Manager

Lynn Simons

***** ****** **** ** #*-**, Kent, WA 98031 ? Phone: 253-***-**** ?

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

Qualifications Summary

Accomplished and dedicated manager offering a combination of promotional,

business and advertising expertise with more than 16 years' experience in a

fast-paced, rapidly developing environment. Recognized for the ability to

coordinate, plan and support daily operational and administrative functions

with an expertise in both internal and external marketing.

> Highly focused and results-oriented in supporting complex, deadline-

driven operations; able to identify goals and priorities and resolve

issues in initial stages.

> Adept at developing and maintaining administrative processes that

reduce redundancy, improve accuracy and efficiency, and achieve

organizational objectives.

> Expertise in all aspects of DSHS compliance, including but not limited

to detailed data input (state pay, co-pay, and bed holds), processing

paperwork, interacting with case managers, and collections with both

residents and DSHS.

> Proven track record of developing and implementing a marketing program

resulting in an increase of revenue, occupancy and programs.

> Adept at communicating and developing close working relationships with

a diverse population both internally and externally.

> Demonstrated capacity to provide comprehensive support for executive-

level staff; excel at accurately completing research, reporting,

information management and marketing-support activities within

demanding time frames.

> Proficient in Microsoft Office Suite (Word, Outlook, Excel,

PowerPoint), E-site, Agresso, KRONOS, Quick Books, Westlaw, Word

Perfect, Access and Windows.

Professional Experience

Business Office Director Emeritus at Kirkland Lodge and Evergreen Lodge

2008-2010

Oversee the daily operations of the business office, bringing into

compliance a building in arrears not only in Medicaid, but in private pay,

as well as providing high-level administrative support to the Executive

Director.

Managed accounts payable, receivables, and payroll. Implemented a new

accounting system; tracked vacation, sick time, and bereavement leave.

Handled worker's compensation, collected delinquencies, worked with DSHS

caseworkers to acquire unpaid compensation, and maintained rent records.

Provided rent invoices, collected rent monies, and distributed eviction

notices as needed. Managed and performed deposit process. Entered new

rates and completed necessary paperwork to process with the CAT team

throughout the year. Improved revenue through increased occupancy,

Medicaid and private pay collections. Worked closely with residents to

negotiate payments of past due rents and monies owed. Managed human

resources, including the posting of open staff positions, processing of

applications, background checks, interviews, reference checks, and new hire

paperwork. Worked closely with other communities to expedite and complete

employee transfers. Developed close working relationship with the

corporate team to expedient and ensure smooth processing of all data

collections. Organized, scheduled, and trained employees at both

orientations and in-service trainings. Met with vendors to negotiate

contracts. Worked with prospective residents and family members to provide

solutions and safe housing options for seniors. Provided tours, worked

with financial options, and signed contracts with families.

Business Manager/Marketing Director Evergreen Court

2007-2008

Oversee the daily operations of the business office providing high-level

administrative support to the Executive Director and implementing marketing

strategies for a retirement community.

Implemented a marketing plan that included internal and external marketing,

relationship building, advertising, and more. Executed the leasing of

apartments, including touring prospective residents and family members and

following up with same. Performed a wide variety of administrative

functions, managed accounts payable, receivables, and assisted with

payroll. Maintained tax-credit compliance with the State of Washington.

Assisted Executive Director during critical state surveys. Worked closely

with all staff to maintain compliance with state boarding home regulations.

Supervised administrative staff and was responsible for all phases of

human resources. Oversaw administrative budget, prepared month end

reports, and reconciled bank accounts.

. Developed and implemented marketing strategies resulting in an

increased occupancy rate of 99%.

. Achieved full tax credit compliance with state regulations for an

office more than a year in arrears within three months of hire.

. Developed systems that were instrumental in maintaining administrative

processes, improving resident relations, tracking critical financial

data, reducing duplication of work, and achieving organizational

objectives.

Dispatcher Black Oak Casino 2006-

2007

Provide administrative support to clients and casino personnel during times

of emergency.

Dispatched on-site public safety officers, providing surveillance through

CCTV operations. Facilitated and implemented effective communication and

transfer of information between public safety officers, department

directors and emergency personnel.

. Instrumental in the arrest of 2 felons and a local drug dealer.

Skip Tracer/Collections LTD Financial Services

2005-2006

Provide high-level support to department directors of leading collections

agency.

Successfully researched files, locating debtors and facilitating effective

communication and transfer of information to department directors. Managed

debt collection utilizing payment plans ensuring collection on debts owed.

Provided customer service for clients as well as debtors. Effectively

utilized various computer programs including Insight America, MCI web,

Accurint, Westlaw, and Power Finder.

. Effectively located debtors leading to the collection of debts, and

increasing revenue by 7%.

Manager CEC Entertainment

2002-2005

Oversaw the daily operations of a nationally recognized restaurant and

entertainment center.

Facilitated a wide variety of operational functions including product

development and delivery, cash handling, and the repair and maintenance of

arcade games. Developed and implemented internal marketing program

utilizing suggestive selling and increasing revenue. Successful in the

recruitment and retention of employees. Responsible for all phases of

human resources and employee development. Oversee employee scheduling,

inventory, product purchasing, and product quality.

. Developed and implemented district-wide internal marketing program,

increasing sales by 15%

. Development of district-wide closer and pre-closer procedures for

every area in the store.

Executive Director American Red Cross

1994 - 2002

Directed day-to-day office operations developing and implementing a

marketing program to generate increased revenue and fundraising efforts.

Established a new branch office throughout a 26-zip code service delivery

area. Responsible for providing disaster relief to 485,000 residents.

Developed and implemented a marketing program for the numerous Red Cross

programs. Sought and developed fund raising opportunities to generate

revenue for a non-profit organization. Developed strong, sustainable

relationships with businesses and individuals within the local community.

Provided innovative health and safety courses that optimized the

registration and participation procedures. Recruited and supervised 20

paid and volunteer staff members. Conducted quality assurance.

. Developed the National American Red Cross Back Injury Prevention

Program that is currently utilized nationwide.

. Improved marketing plans that resulted in a 21% increase in revenue

due to increased course enrollment.

. Decreased the average emergency response time from three hours to one

hour.

. Decreased program expense by 18%.

. Rapidly promoted from Community Programs Director after earning

recognition as Employee of the Year.

Administrative Manager Statewide Security

1993-1994

Directed day-to-day office operations, providing fundamental support to

company President and team of private security officers/investigators.

Performed a variety of key administrative functions, addressed inquiries of

current and potential clients, developed and implemented a marketing

program, and maintained a client database. Developed and implemented

marketing strategies to local and visiting businesses. Created

presentations and scheduled all executive-level meetings and travel.

Successfully recruited and retained employees. Responsible for all phases

of human resources and employee development. Oversaw such organizational

functions as scheduling personnel, dispatching, and report writing.

Facilitated and implemented effective communication and transfer of

information between public safety officers and emergency personnel.

Provided on-site surveillance through CCTV operations.

. Consistently developed strong, sustainable relationships with

executive decision makers of local businesses.

. Developed and implemented marketing strategies, increasing revenue by

28%.

. Designed, developed, and implemented the invoicing system and

collections ensuring a steady flow of revenue.

Administrative Manager The Copy Man

1991-1993

Served as Administrative Manager for a multi-state office equipment company

providing sales and service of Konica copiers and fax machines.

Administrated service agreements and contracts and supervised the

scheduling and dispatching of service technicians. Provided administrative

support for the sales team and ensured quality customer service. Managed

invoicing and billing processes. Developed internal correspondence that

facilitated effective communication and transfer of information between

three regional offices.

. Developed and implemented a proactive service maintenance schedule

resulting in a 12% increase in response time, a 15% decrease in

callbacks, and improved customer service satisfaction by 18%.

Education/Training

Associate's Degree in Paralegal studies

2006

Kaplan University - on the Dean's List Honors

Pathway to Paralegal Certificate

2004

Kaplan University

Bus110 - Contemporary Business Communication 2000

Kennedy Western University

State Health & Safety Services Specialist

1996-1998

State of Nevada & Washington

Emergency Medical Technician 1994-

1998

References

Kate Quebe 6223 S. Lawrence, Tacoma, WA 360-***-****

Janet McClain P.O. Box 1056, Fresno, TX (281) 431-

0721

Pam Crouse 110 Ridgewood, Post Falls, ID (208) 773-

7334

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