Customer Service Manager

Andrea Harris

**** ******** ***., *** **., Baltimore, MD 21217 410-***-**** (h)

email:ablrbp@r.postjobfree.com

Summary of Experience

1. Strong organizational, interpersonal and communication skills.

1. 20 years of Customer Service Experience.

1. 9 years of Receptionist/Office Assistant Experience. (HRIS),

Administer Benefits Information, Administrative/project support.

1. Supply orders, inventory ordering and uniforms.

1. 14 years of Management, payroll, orientation, recruiting, employee

relations experience

1. Safe-Serv Certificate (Maryland).

1. Medical terminology, Referrals, computer billing, registration,

billing and coding, transcription

1. Receives, distributes files documents, codes enters, and retrieves

information

Work Experience:

Insight Global Temp Agency, (St. Agnes Hospital), Help Desk Operator,

01/2010-present

Duties include dealing with difficult customer service issues, Entrusted

with the most complex customer service issues as a result of exceptional

ability to promptly resolve concerns and satisfy customers, answer incoming

internal calls from hospital staff for maintenance and Meditech 5.6 issues,

in a timely manner, Escalate cases to the appropriate area, document all

work, and provide customer service. Review, prepare, records, and processes

work orders, requisitions, vouchers, invoices.

Insight Global Temp Agency, (Micros), Customer Support Analysis I; Burger

King Group, 2009

Answer incoming customer calls in a timely manner and/or takes assignment

of cases from others. Resolve customer software issues using available

resources. Support Implementation personnel with technical questions.

Escalate unresolved cases as necessary. Dispatch unresolved cases

appropriately as needed. Document all work as instructed. Use discretion

and judgment to ensure customer satisfaction and utilization of time. Other

duties may be assigned.

Park West Health System, Inc., Human Resources Associate, 2007-2009

Multi-level switchboard phone system; Update and distribute Policy and

Procedures Manuals, create and distribute new employee communications and

welcome packets, check verifications of employees' education; prepares,

proofreads, formats and processes Human Resources documents such as:

letters, memos, training calendars and materials, agendas, reports,

statistical charts, labels, forms and examinations, operates automated

office equipment. Inputs, updates, retrieves and tracks data such as

applicant information, pre-employment paperwork, employee appraisals,

training records, administrative/project support and distribute upon review

and approval department correspondence, forward applications to department

heads for employment, keep in compliance with the HIPPA laws, provides

exceptional customer service, interact with all departments, take accurate

messages, order office supplies, and handle multi-tasks, simultaneously in

a fast-paced environment, sort mail, receive & log all checks and invoices,

scheduled pick-ups for FedEx, UPS; responsible for the employee recognition

program (employee appreciation, birthdays), Recipient of several customer

service appreciation reward.

Jewish Community Center, Faculty Maintenance Staff, 2005-2006

Employee of the month (customer service); CPR certified, housekeeping

YMCA and Baltimore City Public School, Enrichment Specialist, 2000-2002

Teaching special needs children: music, fitness and wellness; First Aid and

CPR certified

Teach fine motor and verbal skills.

Andrea Harris

2nd Page:

Baltimore County Public School, Substitute Teacher and/or Personal

Assistant, 1999-2005

Assist a special needs child with the daily routine of school; Fill in for

regular teacher, in the areas of: science, health, art, gym, and computer,

implemented lesson plans, assist students in classroom, record absenteeism

and report disciplinary problems.

Wendy's Restaurant, General Manager, 1995-1999

Profit and Loss statements, inventory, food cost, Safe-Serv certificate

from the State of Maryland (1997), crew trainer development, scheduling of

managers; new hire orientation including hiring process, administering

benefits, recruitment, employee relations and retention, and, training of

mid-level managers and crew, customer service, longer retention of crew

with invectives and group activity, operation supplies, uniforms.

Popeye's Chicken, 1st Assistant Manager, 1992-1995

Training manager, inventory, food cost, crew schedule, orientation,

customer service, uniforms.

Education/Training:

Medix School, Towson, MD, 2007

Medical Office Administration Assistant

Clinical Skills: Vital signs, urinalysis, positioning and draping, Blood

Pressure, CPR, asepsis and hand washing and assisting with examinations,

pregnancy test, EKG's.

Administrative Skills: Billing and collections, insurance coding, Microsoft

Word and Excel, PowerPoint, Access, computerized billing, medical and

dental terminology, typing (45wpm), and written and oral communications,

keyboarding, filing; copying, insurance verifications, customer service,

register patients, receptionist, accurate messages, supply orders.

Sojourner Douglass College, Baltimore, MD, 2005

90 hours Child Care Class, 45 hours School Age Program

Plan activities, field trips, child care for after school children

C.H.A.M.P., Community Health Awareness Monitoring Program,

Baltimore, MD, 2005

Blood Pressure Measurement Specialist

Volunteer-The Health Freedom Walk-A Path to Wellness, Conductor

Red Dress Coordinator (Fountain Baptist Church)

Morgan State University, Baltimore, MD, 1979-1980

Business Administration, 30 credits hour.

Certifications:

1. American Heart Association, Blood Pressure Certified 2010

1. CPR/AED Certified 2010

1. Child Care Provider 2005

1. Prefect Attendants, Medix School

1. Medix mentor

Andrea Harris

3rd Page:

Community Service:

1. Fountain Baptist Church

Nurses' Ministry, President

Courtesy Guild, Member

New Hope Dance Ministry, Chaplin

2. Community Health Awareness Monitoring Program

Blood Pressure Measurement Specialist

Volunteer-The Health Freedom Walk-A Path to Wellness, Co-

Conductor

Red Dress-American Heart Association-Chairperson (Fountain

Baptist)

Project Power, American Diabetes Association

Power to End Stroke, American Stroke Association

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