Customer Service Management
Resume:
CLAIRE SKINNER
Westerville, Ohio 43081-5627
********@*******.**.***
GENERAL BUSINESS PROFESSIONAL
HUMAN RESOURCES AND INTERNAL/EXTERNAL CUSTOMER SERVICE SPECIALIST
Accomplished professional with 20+ years of experience in human resource
management with specialized training in communications, interviewing
techniques, employee development, and conflict resolution. Selected by
management to serve on corporate "management assessment teams" focused on
the selection and development of management and leadership. Certified
Targeted Selection Interviewer (behavioral based) for employee hiring and
promotion selection. Senior Professional Human Resource (SPHR) course work
completed. Assistant Manager for 35 direct reports, and Supervisory
responsibility for 7 direct team leader reports responsible for daily
operations and quality work management for 135 employees. Experience and
background in:
. Management/Supervision
. Specialist in managerial and employee development
. Telephonic and face-to-face sales and customer service
. Performance coaching
. Hiring and management (collective and non-collective bargaining
environments)
. Conflict resolution management
. Management, supervisory, and technical course development/ presentation
PROFESSIONAL ACCOMPLISHMENTS
. Identified by leadership for outstanding supervisory ability and
selected to serve on interdepartmental management, identification, and
development assessment team. Conducted team assessments for 450-500
corporate managerial candidates.
. Identified supervisory and managerial motivational strategies
negatively impacting the performance of over 5,000 employees.
Designed training program for line supervisors and managerial staff on
positive reinforcement and Management By Objects (MBO) to be
implemented with performance tracking to determine impact.
. Researched and documented federal and state laws, regulations, and
legal case precedents and designed a course on Sexual Harassment to be
presented annually to 9,000 City of Columbus employees. Identified
need for legal subject matter expert review and approval and
requirement for a 100% pass score for each employee in order to meet
legal standards for compliance and reduce legal liability.
. Assistant manager for six customer sales and service representatives
responsible for 12,000 residential telecommunication accounts with a
minimum monthly revenue of $600,000.
. Coordinated team development, design, and implementation of 17 e-
learning courses resulting in improved productivity and quality with
minimal downtime for training for approximately 2000 management and
non-management employees.
. External field representative during installation of comprehensive
telephone systems for two hospitals including system blueprints, call
mapping, feature assignments, training, and post installation customer
service.
. Successfully completed six weeks of medical claims adjudication
training that included hospital, ancillary
(laboratory/radiology/pathology), and professional claims (HCFA/UB),
medical terminology, anatomy, physiology, CPT and ICD coding, and
identification of exception claims for more extensive medical (case
management/RN/MD) review, subrogation, coordination of benefits, and
fraud and abuse review. Met or exceeded claims adjudication production
standards and quality standard with an average accuracy rate of 98% on
a consistent and ongoing basis.
PROFESSIONAL EXPERIENCE
. City of Columbus
. Community Mutual Insurance Company (Anthem Blue Cross Blue
Shield)
. Electronic Engineering
. Ohio Bell Telephone Company
. Columbus State Community College
. Ohio Professional Counseling Services
. Radio Corporation of America
. Telecommunication Consulting and Service for General Electric/
Hewlett Packard/ Fruehauf/ Dresser Industry/ Beverage Management
Inc,/ National Center for Research and Vocational Education
EDUCATION
Bachelor of Business Administration (BBA)
October 2007
Mount Vernon Nazarene University,
Mount Vernon, Ohio
TRAINING
Senior Professional Human Resources (SPHR)
Course Completion January
2008
Society of Human Resources Management (SHRM)
Human Resource Association of Central Ohio
Columbus, Ohio
National Training Laboratories
Bethel, Maine
AT&T Course Development Training for Training Managers (300 Hours)
AT&T, Baskin Ridge, New Jersey
Management Development (250 hours)
Ohio Bell, Oberlin, Ohio
PROFESSIONAL CERTIFICATIONS
Masters Certification NeuroLinguistic Programming Practitioner (NLP)
Certification NeuroLinguistic Programming Practitioner (NLP)
NLP Comprehensive, Boulder, Colorado
Certified Target Selection Interviewer by DDI
Community Mutual (Anthem Blue Cross Blue Shield)
Worthington, Ohio
Certified ROLM Telecommunications System Programmer
Brecksville, Ohio
AFFILIATIONS
Central Ohio Case Management Network (COCMN)
Member and Bylaws Committee Co-Chairperson
2009-2010
Member and Bylaws Committee Co-Chairperson
2009-2010
TECHNOLOGY PROFICIENCY
MS Office Suites: Word 2003, Excel 2003, PowerPoint 2003, MS Access 2003 &
MS Front Page 2003. Trivantis' Lectora Authoring Systems
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