Customer Service Manager

BRIAN A. MATTOS *** W.

SCANDIA LANE

CLOVIS, CA. 93619

PHONE: 559-***-****

*****.********@*****.***

CAREER OBJECTIVE

To secure a challenging career position that will utilize my strengths

in account management, relationship building, and business retention while

providing an opportunity for continued professional growth and development.

PROFESSIONAL QUALIFICATIONS

* Effective interpersonal communication and public relation skills; able to

develop rapport with clients, co-workers, and employee's from outside

agencies.

* Very efficient in customer service, resolving client issues, retaining

business.

* Generate increased business operations through the implementation of

relationship/retention strategies.

* Skilled management of business operations with a focus on driving

productivity and revenue.

* Compose detailed and accurate reports, evaluations, and additional

documentation.

* Proficient use of computer hardware and software including, Word, Works,

Excel, Quickbooks, Eclipse, and Goldmine.

EDUCATION

Bachelor of Science degree, Exercise Physiology 1999

California State University, Chico, Ca.

EMPLOYMENT EXPERIENCE

Account Manager/CSR Palm Medical Group, Fresno, Ca Nov. 2007 to Aug.

2009

I was recruited to Palm Medical Group in 2007. My responsibilities

mirrored that of which I performed at Concentra Medical Center.

Relationships I established from the past and my ability to exceed the

expectations of the customer played a vital role in a revenue increase of

35% over a 1 year period in 2008, managing 600 existing clients, located in

the Fresno and Madera Counties. Face to face, phone and email were all

methods used to service the customer. Understanding customer needs, meeting

and exceeding expectations yields repeat business and define what customer

service is all about. I was able to effectively perform all duties within

the clinic in order to fully understand the services that our company

provided, which in turn increased volume for our company when educating

customers.

Account Manager Concentra Medical Center, Fresno Ca Jan. 2004 to

Oct 2007

Primary responsibility was to ensure client satisfaction with the products

and services that were provided by our company, and to sell additional

services the client may benefit from. Managed over 750 accounts, face to

face interaction, as well as email and phone communication. Displayed the

ability to facilitate customer issues to the appropriate level of

management to ensure quality and timely resolution. Successfully built

relationships with clients by understanding their needs, meeting and

exceeding expectations, and in turn positively effecting their bottom line.

Twice was awarded National Honorable mention out of 85 others in around the

nation. Achieved Top 3 status for revenue retention percentage in 2005 and

2006.

Industrial Rehab Coor./Marketing Healthsouth, Fresno, Ca. Feb. 2002 to

Dec. 2003

Primary responsibility was to create, implement, and successfully sell

industrial services. Conducted evaluations including Return to Work

analysis for Workers Comp. cases, pre-employment testing, and ergonomic

evaluations. Interacted extensively with claims adjusters, physicians, and

professional medical personnel. Increased referrals through effective

marketing to local physicians, nurses, case managers. Generated increased

program involvement from 1 referral to 10 referrals a month within one

year.

Exercise Physiologist Palm Medical Group, Fresno, Ca. May 2000 to Feb.

2002

Developed and executed therapeutic exercise programs designed to provide

relief for individuals with injuries. Targeted the injured areas with

specific exercises and created programs to be implemented at home.

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