Manager Customer Service

Darryl Rampartap

**** *.*. ***** ****** . Coral Springs, FL 33065 . 954-***-****

Success Driven HealthCare/Call Center Operations Professional

A results oriented professional with 15 years of broad-based management

experience in health plan and call center operations. Decisive leader with

proven success in strategic planning and implementation of initiatives to

support new business opportunities. Customer focused and performance

driven. Excels in business planning, and establishing policies, process

and performance monitoring systems to support continuous improvement.

Critical thinker and adept negotiator who can apply extensive knowledge of

industry and government regulations to direct resources, technology and

expenses.

. Business Innovation & Integration

. Proven ability to lead effective teams

. Customer Relationship Management

. Process & Performance Improvement

. Forecasting/Budgeting (Operating & Capital) .

Quality Improvement

. Negotiating/Bidding Large Government Contractors .

Certified Six Sigma Green Belt

Equal strengths in delivering large scale projects ahead of schedule and

under budget. Possess solid knowledge of Federal Acquisition Requirements

(FAR), Medicare policies and regulations and CMS guidelines and

regulations.

Key Achievements

Professional Experience

HIP Administrators, Hollywood, FL

Manager, Member and Provider Customer Service Operations (Feb 02-Present)

. Provide leadership and coaching to temporary and permanent call center

staff to enable the team to meet or exceed performance goals and

customer expectations while building a high performing, culturally

diverse team.

. Analyze quality and production statistics with critical success factors

to include the reinforcement of the C.O.R.E. program while gauging team

and call center focus and needs. Participate in quarterly calibration

sessions to ensure effective and consistent communication occurs.

. Lead multi-functional problem solving efforts; create an analysis

framework; and present recommendations for viable solutions in project

level work.

. Build and maintain collaborative relationships through organization to

ensure facilitation and resolution of member and provider issues to

include Claims, Enrollment, Billing and Grievance and Appeals

. Conduct ongoing review and analysis of performance results, goals and

projections to continually improve efficiencies while resolving

escalated barriers/issues.

First Data Merchant Services, Coral Springs, FL

Service Quality Manager (1999-2002)

. Oversee development of new quality application program to improve

member and provider satisfaction.

. Provide technical leadership and support to streamline operations

though merger of quality operations and realize cost savings across the

organization.

. Established specific performance metrics and provide leadership to

management staff surrounding HIPAA polices and procedures increasing

the metric score 35.00% in three months.

. Led division in improving accuracy of product application 10.00% in six

months.

. Developed framework for database to improve customer satisfaction and

gage feedback on performance through online and voice automated

technology for viable solutions to enhance service.

Darryl Rampartap

3270 N.W. 104th Avenue . Coral Springs, FL 33065 . 954-***-****

Media One Cable, Pompano Beach, FL

Manager (1997-1999)

. Set clear actionable objectives and tactical plans to ensure

performance standards were met.

. Developed relationships and educated customers and large organizations

on changing Cable technology regarding digital cable and telephone.

. Created and implemented short and long-term plans through logical

thinking for financial effectiveness to include monitoring and creating

$2 million dollar a year call center annual budget.

. Reviewed quality and production statistics to gauge call center focus

and needs.

. Managed accountability for Service Level Agreements and staff

adherence. Implemented new workforce management software, which

improved call center adherence by 17%.

Precision Response Corporation, Margate, FL

Sales Manager (1996-1997)

. Monitored and managed over 20 million dollar regional and national

accounts inventories and delinquencies to include coordination with

Sales and Marketing group administrators.

. Developed processes to improve sales and efficiency of departmental

functions.

. Provided in-line auditing of departmental transaction and processes

through critical evaluation of data and via questions, probing and

reasoning.

. Provided technical leadership through involvement and application of

innovative processes and technology.

AT&T, Ft Lauderdale, FL

Team Manager (1991-1995)

. Provided leadership and direction to a workforce of 8-10 employees to

include phone collection staff.

. Developed, implemented and monitored training programs.

. Responsible for organizing, developing, counseling, and motivating

employees.

. Developed marketing concepts and alternatives.

. Suggested new products that increased earnings by 14%.

. Increased sales of rental products 17%.

. Post daily receipts and maintain all business financials, accounts

receivables and payables.

. Developed standard operating procedures for all facets of operation.

Education/Credentials

Florida Atlantic University, FL BA Business Management

Six Sigma Green Belt Certification

Contact this candidate