Customer Service Manager

LyTiffany M Sykes

*** ****** **** **** . *****, Ohio 44307 . 330-***-**** .

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

Professional Summary A result-driven professional, with over eight years of

experience in corporate and small business setting. Great attention to

details; thrive on leadership, matrix work atmosphere and effective

customer service relations. Specialize in public relations, community

outreach and working as a team leader on many senior projects.

SKILL SET

Experience:

HIPAA Regulations Point Click Care Multi-tasking

JCAHO/OSHA Outlook Teamwork

Finance Management

Passport eClinicals Communication Budgeting

Medicare/Medicaid Medical Billing/Coding Strong work ethic

Charities/Fundraising

Technical Skills

Software: Microsoft Office 2007 Suites, QuickBooks Pro 2001

Education

Keller Graduate School of Management- Columbus, Ohio

Master Public Administration/Healthcare Administration - April 2010

DeVry University- Cleveland, Ohio

Bachelor of General Management/Minor Health Services - October 2007

Related course work:

Health Services Finance Business Management

Business Ethics

Contracts and Procurement Health Services Management

Accounting

Statistics Project Management

Managed Care and Health Insurance

PC Applications Health Rights and

Responsibilities

University of Akron - Akron, Ohio

Associate of Applied Business in Health Care Office Management - May 2006

Summit College, University of Akron - Akron, Ohio

Certificate Medical Billing & Coding - July 2004

Professional Experience

April. 2009 - April. 2010 Your Independence,

Inc. Akron, Ohio

Human Resource Manager

. Provided leadership and supervision to support services, office staff,

management for clients with MR/DD

. Conduct recruitment and selection processes; employment and career

counseling; analyzing issues and data for the purpose of resolving

classification, compensation, performance and organizational

assessment issues

. Facilitate resolution of internal and external human relations issues

and employee grievances

. Counsel employees and managers in the resolution of work-related

problems and disputes; investigating/analyzing legal issues and

processes; and conducting human resource management training and

development

. Provide policy and technical guidance to professional level staff

involved in compensation management, employment, workers'

compensation, health benefits and EEO programs

April.2009 - Jan.2010 Embassy Healthcare

Seasons Nursg/Rehab Center Akron, Ohio

Administrator in Training/Interim Business Office Manager/Interim

Activities Director

. Provided leadership and supervision to management/staff

. Supervised employees w/patients having DD, Ashburger's, TBI, Autism,

Lou Garrett's disease, Dementia, and MS

. Administered fiscal operations such as budgets and service rates,

compile, analyze, and prepare official reports

. Managed A/P and A/R from insurance carriers, Medicare, Medicaid,

Hospice companies to patient accounts

. Interim Business Office Manager overseen financial management on

personal matters "patient funds " for activities, cable, phone, and

miscellaneous items

. Directed the hiring/training/terminations of employees w/department

directors

. Directed the daily department operations of the business office,

nursing, dietary, activities, volunteers, housekeeping/laundry,

maintenance, and rehabilitation department staff

. Interim activity director, responsible for program services, planning

calendar events, booking entertainment, instructing staff and assist

with helping patients participate in activities

. Maintained and develop standards, policies, programs, and operating

procedures which comply with government regulations

. Attended meetings with staff, the governing body, insurance companies,

Medicare and Medicaid administrators, and others

. Conducted public relations and marketing events with local

organizations such as Akron General Medical Hospital Wellness Center,

Summa of Akron City Hospital, St. Thomas, and Cuyahoga Falls General

Hospital

. Interviewed families of persons seeking admittance to the facility

Sept.2004 - Jun.2009 Taco Bell, Inc.

Akron, Ohio

Team Trainer

. Trained employees on OSHA food preparation and processing practices

. Supervised speed of service, order times and order accuracy

. Prepared customer orders

Nov.2000 - Feb.2004 SBC (now AT&T)

Brecksville, Ohio

Customer Service Rep/Sales - Small Business Call Ctr.

. Received and entered phone calls from business customer for new or

existing phone service

. Maintained and meet quotas for sales, while working independently to

achieve team goals

. Tracked customer orders, explain billing statements, and resolve claim

disputes

. Updated customer accounts, kept record of transactions, and database

files

Reference available upon request

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