Customer Service Manager

GRETCHEN L. ROBB

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*** ******* ******, **********, ******** 80020

Home 303-***-**** Gretchen ****@*******.***

SUMMARY

Detailed oriented management professional with extensive operations, inventory control, and

project management experience. Results oriented problem solver known for ability to organize,

plan, and successfully execute complex projects. Effective leader with demonstrated commitment

to excellent customer service, teamwork, and employee development. Strong track record of

accomplishments in quality improvement and cost control.

PROFESSIONAL EXPERIENCE

HealthPort, LLC, Atlanta, Georgia

Area Manager 2004 to 2009

Managed a team of 26 Release of Information Specialists covering 131 hospitals and clinic sites

in Colorado, Montana and Nebraska. Full responsibility for staff interviewing. selection,

performance evaluation, mentoring and development for advanced responsibility. Maintaining

positive relationships with clients and their customers.

• Supported planning, leading, organizing and executing of territory operations resulting in

quality customer service and financial profitability. Resolved technical and operational

issues independently.

• Trained professional workforce resulting in 100% customer and employee retention for a

5 year period.

• Received numerous outstanding performance awards and commendations from several

customer accounts. Largest account, over 400K annual revenue, recommended

HealthPort, LLC to several potential clients and signed contracts that HealthPort would

be their new vendor because of the professionalism and technical expertise of the team.

Qwest Communications, Denver, Colorado

Manager Design Engineer 1983 to 2002

Employment/Career Counseling Manager

Managed a team of 40 technical employees and 7 mid-level managers at 100 client sites in

Colorado. Held full responsibility for staff interviewing, selection, scheduling performance

evaluations, mentoring and development for advanced responsibility. All projects during a 20 year

time frame were completed on time and under budget.

• Managed the installation and maintenance of all the Western Regions customer premise

equipment. These systems are the largest state of art telecommunication systems, up to

10,000 lines per system. Examples of clients, Yellowstone National Park, University of

Colorado Hospital, and Denver Public Schools, etc.

• Maintained and improved budget control. Completed all projects under estimated budget

500K to 3.5 million.

• Coordinated and directed service meetings with in-house departments, engineering,

procurement, marketing, sales and vendors to improve service, establish customer

guidelines and negotiate new operating procedures.

• Project managed the installation and maintenance of numerous special service projects

throughout Colorado, Montana and Wyoming. Received two President Club awards and

several significant financial bonuses.

• Managed clerical, management functions and office operations for the Denver

Redeployment Support Services. Developed, organized and presented training seminars

in Supervisory Relationship Training, team building, interviewing and Career Life

Management process. Turnover costs were reduced by 20%.

• Promoted to Manager Design Engineer because of the accomplishments made during the

time I held the position of Employment/Career Manager.

EDUCATION

University of Phoenix - Several courses/no degree

Over thirty management and technical courses and seminars. Communication skills, facilitator

and process/project management, leadership, etc. Product certifications in, Nortel, NEC, Octel,

T1 Carrier and data services, etc.

Certifications - Certified Employee Assistance Professional

Qwest Peir Facilitator and Substance Abuse Committee Member

Arizona State University - Counseling Skills Training Certification

State of Colorado Broker License

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