Customer Service Management
Resume:
REX E. BROWN
Columbia, SC 29203
Home 803-***-****, Work 803-***-****, or E-mail *********@**.**.***
OBJECTIVE: To obtain a challenging and rewarding position in which I can
use my leadership skills, experience, and education to enhance operations,
growth, and savings.
PROFESSIONAL EXPERIENCE SUMMARY: Extensive leadership and managerial
experience in a variety of positions within diversified organizations.
Exceptional communication, organizational, analytical, problem solving, and
interpersonal skills. Considerable experience at the executive management
level with expertise in information systems management, education, outreach
and training, customer service, strategic planning, finance and budgeting,
resource allocation, human resources management, labor relations, and
logistics. Worked with diverse groups of people, contractors, and vendors
in multi-cultural environments. A dedicated team player with a strong work
ethic. A take-charge person with a proven track record.
EXPERIENCE
2004-Present. Assistant Vice President, Customer Service Strategies for
Training, Education, and Quality, Palmetto GBA, Columbia, South Carolina
Provide vision, leadership, and operational management of Medicare provider
customer service strategies for one of the largest Medicare contractors in
the nation. Directly responsible for the leadership and management of the
provider education program to include the development, distribution, and
delivery of educational material to include large group workshops, one-on-
one training, and online education efforts. Instituted changes in our
technology platform for the deliver of workshops and teleconferences. This
expanded our ability to provide outreach to a national audience with less
cost. Identified the need for information technology in our quality system
and executed a procurement and implementation plan. This system integrates
numerous other applications into a single interface and concurrently
improves security of our business process information. Through detailed
analysis of quality measurements and reviews, guide our strategic training
efforts and staff development. Currently training, auditing, and
institutionalizing the Capabilities Maturity Model Integration system for
ensuring our systems areas provide consistent and quality project and
product lifecycle management.
Participated with international executive team coordinating health care
initiatives with Chinese government. Provided subject matter expertise on
the administration and processing of health care claims. Assumed a
leadership role in explained our automated claims processing systems for
health care systems as well as our outreach and education efforts.
2000-2004, Director of E-Commerce, Palmetto GBA, Columbia, South Carolina
Responsible for planning, designing, and executing E-Commerce business
strategy, architecture, design, and deployment of internet, intranet, and
extranet services and systems for one of the largest Medicare contractors
in the nation. Directly responsible for the lifecycle management of a
myriad of projects and applications. Designed, developed, tested, trained,
and deployed on average of 300 applications per year. Developed the first
capability the government had for the secure electronic delivery of summary
notices to Medicare beneficiaries. Responsible for visionary E-Commerce
plan and assisted in prioritization of a comprehensive intranet and
internet task list based on customer requirements and business objectives.
Coordinated with senior executives and provide expert technical advice on
the purchase and partnerships of cutting-edge internet technologies for the
implementation of web-enabled projects.
1999-2000 Director of Training Development, United States Army, Fort
Jackson, South Carolina
Provided vision, leadership, and operational management for a diversified
Finance School comprised of an annual enrollment of over 1500 resident
students. Directed and managed the training, design, and development of
Finance School curriculum with an emphasis on training related to automated
systems. Directed and managed the creation of advanced distributed learning
products, which involved using the Internet and a world-wide satellite
network to provide training to students anywhere and anytime worldwide.
This resulted in a significant reduction in travel costs for students to
attend training. Managed the design and development of computer-based
simulation to aid in the training of students. Supervised and provided
leadership, counseling, and mentorship to employees that included contract
management.
1997-1999 Chief Operating Officer, United States Army, Fort Lewis,
Washington
Provided leadership and operational management of employee compensation,
accounts payable, and accounting support for a diversified organization of
over 34,000 personnel geographically dispersed over the western United
States. Oversaw all administrative, personnel, budgeting, and supply
functions for the organization. Implemented numerous automated systems to
improve accuracy and customer service to customers. Designed and developed
a world-class interactive Internet site designed to provide comprehensive
compensation information to customers served. Reorganized and consolidated
the accounts payable, travel, and accounting functions into a centralized
location while maintaining customer service standards. Recognized by the
Defense Finance and Accounting Service with a Sustained Superior
Performance Award for exceeding standards of accuracy. Received recognition
from the Corporate Headquarters for having the best Internet site.
Recognized by the Corporate Headquarters Diversity Office as having a model
human relations program.
1995-1997 Deputy to the Chief Operating Officer and Director, Compensation
and Accounting Policy,
United States Army, Bosnia-Herzegovina, Croatia, and Hungary.
Planned, managed, and executed employee compensation, accounts payable, and
accounting support for a large and diversified organization. Provided
technical guidance to many finance organizations throughout the region.
Redesigned automated systems to use existing data to infer multiple inputs
and reduce the manual inputs by 75 percent, while simultaneously improving
speed and accuracy. Developed all compensation and accounting policies for
the region. Successfully implemented a multitude of automation systems
changes and upgrades.
1994-1995 Deputy Team Chief, Military Liaison Team, United States Army,
Germany
Directed and managed a team of experts for a diversified organization
involved in assessing needs in the areas of executive development, resource
management, information management, and logistics. Performed all aspects of
developing, planning, and organizing to bring United States military and
governmental specialists to Estonia to teach the United States methods to
Estonian military and government forces. Performed all financial planning
and execution for the team as well as purchasing and procurement.
1976-1994 United States Army
During this timeframe held many positions of authority developing my
experience and education in a wide range of topics. Consistently proving
my ability intuitively grasp complex situations and easily communicate
visionary solutions. While this was performed consistently in every
position, most notable was the development of an application that
eventually was adopted by the Department of Defense as their standard
accounts payable module. This application was revolutionary in it's method
for linking processes and hybrid systems throughout the military's
procurement and payment processes.
EDUCATION
. Master of Business Administration, Concentration in Management
Information Decision Support Systems and Operations Research, Case
Western Reserve University, Cleveland, Ohio
. Bachelor of Business Administration, Concentration in Management,
Campbell University, Buies Creek, North Carolina
. Graduate Level Management Training Program, United States Army, Fort
Leavenworth, Kansas
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