Customer Service Manager

Barry H. Westreich

*** ** **** ***. *** ***

Margate, Florida 33063

Phone: 954-***-****

Email: *****.*********@*****.***

EDUCATION:

*/** *.*. ****** - Biological Sciences

State University of New York at Albany

WORK EXPERIENCE

3/09 - 9/09 Walgreen's 1-800-***-****

14901 NW 79th Ct., Miami Lakes, FL 33016-5856

Team Lead - Supervisor

11/06 - 1/09 Aetna 954-***-****

2528 NW 19th Street, Pompano Beach, FL 33069

Pharmacy Help Line - Customer Service

Duties included: Answering questions from Pharmacies

and members regarding the Pharmacy benefits with

Aetna. Performed over rides for various rejections such as

refill too soon, vacations, DUR rejects. I assisted the

training department with helping coworkers understand

Diabetic Supplies as it pertains to insurance coverage.

12/02 - 11/06 MDVIP 561-***-****

6001 Broken Sound Parkway NW Suite 100, Boca Raton, FL

33487

Patient Service Consultant

Duties included: Speaking with patients of Physicians

who are interested in remaining with their Doctor and

becoming a patient of a Concierge Doctor

6/02 - 11/02 Team Health 954-***-****

4450 W. Sunrise Blvd. Ste. 313, Plantation, FL 33313

Collector

Duties included: Contacting people who have past due

balances from Hospital Emergency rooms and making

arrangements for payment

2/00-4/02 Precision Response Corp. 954-***-****

2000 N. State Rd. 7, Margate, FL 33063

Supervisor

Duties included: Supervising and directing teams of

between 15 and 40 CSRs

It was my responsibility to ensure daily staffing

needs were met and that campaigns had the proper number of

agents.

Coaching and monitoring agents to ensure that not

only the corporate guidelines were met but also the

requirements of the Client.

Handling escalated calls

Involved in the hiring and training of new agents

I assisted in setting up a call center in

Pennsylvania for new accounts.

Daily reports of activity within my department were

done and were distributed to my fellow Supervisors, my Ops

Manager and if necessary, the Client

10/96 - 2/000 21st Century Jewelry 954-***-****

262 SW 12th Ave. Deerfield Beach, FL 33442

Position - Marketing Director/Computer Administrator

SPECIAL SKILLS:

Experience in instructing and training employees in new

procedures and programs

High competency in computer applications and related peripherals

Good interpersonal skills. Patient and tactful with the public and co-

workers

Adept at customer service, both in attitude and skills

Able to quickly adapt to situations, learn new tasks and technology

Proficient in MS Office, Davox, CentreVu, Kronos, Remotely Possible

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