Customer Service Manager

Brian Greene

*** ***** ***** ***** **** 513-***-****

Morrow OH 45152 abnes1@r.postjobfree.com home 513-***-****

Executive Manager

Managed Health Care / Program Development / Quality

Highly successful, high-energy, stable, charismatic leader and change agent

in managed health care. Quality improvement. Develops customer service

culture. Manages multi-million dollar budgets. Multi-site management.

Successfully forecasts trends. Implements business concepts in non-profit

settings. Loyal, logical, planful, straight-forward, tough, and strategic.

MBA. Proficiencies include:

Team Leadership

Teambuilding

Quality Improvement

Turnaround Management

Managed Care

Health Management Organization

Budget Administration

Continuous Process Improvement

Process Simplification

Efficiency Improvement

Customer Service

Customer Satisfaction

Health Maintenance

Quality of Care

Service Quality

Performance Improvement

Team Leadership

ACCOMPLISHMENTS

. Drove implementation of business concepts into a mental health/social

services agency, creating a managed-care company and winning Joint

Commission on Accreditation of Healthcare Organizations (JCAHO)

accreditation.

. Closed 6 unviable and outdated programs, and redirected money and energy

toward service growth to meet needs, including: Opened a 20-bed

substance abuse program; expanded a group home from 36 beds to 115;

established 3 satellite offices; developed an adult recovery program;

created affordable housing; expanded transportation services from 5 to 22

vans; and created a 15-person vocational training program.

. Controlled a $16,000,000 not-for-profit budget to consistently exceed an

annual goal of 4% margin.

. Empowered staff to provide the highest customer satisfaction, lowest

staff turnover, and the best documented morale.

. Improved internal and external customer satisfaction by 87% in a 6-month

period.

. Reduced employee turnover from 50% to less than 18% by empowering staff

and improving morale.

. Reorganized, implemented, and oversaw a $2,000,000 renovation of the

corporate headquarters, including relocating 100+ staff within a 6-month

period.

. Developed position manuals for each leader position held. Manuals

included position deliverables, time frames, procedures, and contacts.

. Improved respect for department, including recognition by the corporate

leadership, by leading the agency in TQM, becoming involved in agency

operations, and empowering 3 department employees to win employee of the

month/year.

CAREER HISTORY

Chief Executive Officer April 2006-present

Behavioral Health Generations, West Chester OH

Managed 5 managers in IT, finance, and quality management providing mental

health services to 13 counties in Ohio. Manage daily business for the

agency. Control $600,000 annual budget. Report business trends to Board

of Directors. Ensure IT needs are met for Board. Ensure quality assurance

practices are completed. Implement policy and procedures agency-wide.

Director, Property & Auxiliary Services September 2005-April

2006

Talbert House, Cincinnati OH

Managed 36 people in Maintenance, Food Services, Drug Lab, Transportation,

and Administrative departments providing support services for 650-employee

mental health services organization. Controlled $3,000,000 budget.

Managed the Property Management Division with over 20 locations. Directed

Drug Lab processing 300 samples per day. Guided Food Services Department

serving more than 600 meals daily. Managed transportation operations with

9 vehicles. Trained Administrative support staff to ensure value-added

customer service. Teambuilding. Cost controls.

Faculty (part time) January 2004-present

University of Phoenix, Yuma AZ and Cincinnati OH

Provided on-campus and on-line, undergraduate- and graduate-level

instruction for working adults. Taught business concepts, practice, and

theory to working adults, as well as management, organizational behavior,

and critical thinking. Organized and present course curriculum. Developed

syllabi. Researched cutting edge business practices. Created new ways to

introduce business concepts.

The EXCEL Group, Yuma AZ 1994-August 2005

Vice President, July 1999-August 2005

Led 7 directors over 250 employees in 20+ departments/programs providing

mental health managed care. Guided community-based, not-for-profit

company. Managed $16,000,000 budget, annual revenues and expenses.

Ensured all programs utilized Total Quality Management Techniques.

Created, restructured, operated, and closed programs to meet community

needs. Tracked, reported, and analyzed performance data. Managed a

major reduction in force (RIF). Turnaround management. Program start-

ups.

Director, Human Resources / Staff Development, 1997-1999

Directed 4 specialists in the Human Resources department. Developed and

trained staff of 250.

Quality Management Coordinator, 1995-1997

Case Manager, 1994-1995

Created the Total Quality Management (TQM) Program for the agency.

Implemented a sophisticated TQM and UM system to 500 staff over a one-

year period. Developed needs assessment, productivity measurement tools,

and led Process Improvement Task Forces. Designed and audited the annual

strategic plan.

Teacher/Trainer & Logistics Coordinator 1993-1994

Biology Teacher 1991-1993

U.S. Peace Corps, Western Samoa

Developmental Disabilities Program Manager 1991-1990

Clinton Eaton Ingham Community Mental Health Center, Lansing MI

Job Service Supervisor & Case Manager 1988-1990

Growth and Opportunity, Lapeer MI

EDUCATION

Master of Business Administration, 1997

Webster University, Yuma AZ (main campus St. Louis MO)

Graduate with Distinction, GPA/4.0

Bachelor of Arts, liberal studies/social sciences, 1988

University of Michigan, Flint MI

Computer Skills: Microsoft Office (Word, Excel, PowerPoint); Outlook,

Quatro-Pro, SPQM and CMHC

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