Customer Service Manager
Resume:
Abilene, TX *****
abkoqu@r.postjobfree.com
Leticia Tovar
Objective Seeking a full time position where I can utilize my administrative and
management skills in a position to support the success of the company.
Skills Broad knowledge of human resources including performance management,
Summary resource management and conflict management.
Strong leadership and excellent communication skills.
Experienced in screening applicants, interviewing and hiring.
Self-motivated problem solver with good judgment and management
experience.
Professiona 2009-present Advantage Staffing for West Central Texas Council of
l Governments Abilene, TX
Experience Criminal Justice planner/Office Administrative Assistant
Review federal grant applications and provide findings report and
technical assistance to grantees.
Answer multi-line phone and route calls accordingly.
Provide general office support for the staff including filing, coping
and faxing.
Process all registration forms for Law Enforcement Academy.
Prepare paperwork for all classes and submit paperwork for credit to
the state after completion.
2006-2008 Plenums Plus, LLC. San Diego, CA
Office Manager
Provide general administrative support to C.F.O. and C.E.O.
Responsible for completion of new hire paperwork & entering employees
into time tracking program.
Responsible for maintaining employee time tracking program and
reporting daily.
Enter new hires into payroll system, make changes in pay, status, etc.
as necessary and prepare weekly payroll for submission.
Prepare bank deposits and post daily and credit proper G/L account.
Enter account payable invoices into systems and help with bi-monthly
check runs.
Process accounts receivable invoices and file with back-up paperwork..
File Preliminary notices and fill out lien releases as necessary.
1998-2005 MedImpact Healthcare Systems, Inc. San Diego, CA
Manager, Provider Auditing, December 2000-May 2005;
Supervisor, Provider Auditing, September 2000;
Claims Auditor, September 1999.
Responsible for daily operations and audit activities of the
department.
Recruited, hired, trained and managed day-to-day activities including
off-site employees.
Wrote and implemented policy and procedural manuals to reduce training
time and improve efficiency and consistency.
Established metric incentives for the department and individual
employees for accountability and bonuses.
Effectively handled and resolved a broad range of employee concerns
including FMLA, disability.
Responsible for training as well as on-going coaching to ensure
employee development.
Wrote job descriptions, performance evaluations and disciplinary plan
of action.
Performed employee performance evaluations and recommend additional
training as needed.
Responsible for hiring and terminations and ensuring all associated
paperwork was issued to the employee and filed in their file.
Liaison with other department managers and executive management.
Accountable for annual budgeting, cost control and performing within
budget.
Responsible for developing and implementing process improvement
strategies; saved over $125,000 annually in labor by designing an
automated audit-billing system increasing efficiency and productivity.
Investigated and resolved all audit appeals and complaints ensuring
customer satisfaction.
Prepared all audit and financial reports weekly, monthly and quarterly
for executive management.
Prepared client reports summarizing audit findings, savings and
recommendations.
Created and maintained a MS Access databases to track in-house and
field audits.
Call Center Lead, December 1998-1999;
Customer Service Representative Level I and II, April 1998
Handled with accuracy an average of 45 calls per day.
An assisted customer service rep with challenging calls, resolved
escalated issues and was a trainer.
Issued providers, i.e. pharmacies or doctors, with overrides following
guidelines and client specific protocols.
Provided telephone assistance to customers regarding insurance benefits
and exclusions.
Consistently exceeded department expectations and performance
standards.
1996-1998 United States International University San Diego, CA
Federal Perkins Loan Analyst
Managed and audited delinquent accounts for compliance according to
Federal regulations.
Contacted customers on their past due accounts and worked out payment
options.
Submitted aged accounts with collection agencies.
Established a reporting system to track accounts, client progress and
collections.
Negotiated payment options for defaulted accounts, decreasing rate by
12%.
1991-1996 Long's Drug Stores, Inc. San Diego, CA
Pharmacy Clerk and Pharmacy Technician
Communicated with doctors and nurses for refills or request overrides
for non-covered benefits.
Billed insurance online and called insurance for verification and
billing issues when necessary.
Duties included: typing labels, filing, and answering 10-line phone
system.
Education, United States International University San Diego, CA
training Masters in Business Administration (pending one class)
and Concentration in Strategic Management
Licenses Blue Cross Blue Shield Internship - Cross Border Healthcare Market
Analysis
Bachelor of Science International Business Administration, 1998
Concentration in Management with electives in Human Resources and
Organizational Behavior
General Motors Marketing Internship - won Best Traditional Event Award
Southwestern Community College Chula Vista, CA
General Studies, 1991-1995
San Diego State Manager Training (company sponsored training)
Training on all management aspects from recruiting, hiring,
interviewing and all the specific laws pertaining to the processes and
employee relations and their rights such leave, benefits, FMLA, etc.
Notary Public, CA
Languages English and Spanish
Computer Proficient in Microsoft Office programs (Word, Excel, PowerPoint,
Skills Outlook, and Access); Business Objects; Sales Force; MAS90; some
QuickBooks.
Contact this candidate