Customer Service Manager

Anthony M. Glaza ***** S. Ramblewood Drive • Cedar, Michigan 49621 231-***-****

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

MANAGEMENT PROFESSIONAL

Ambitious, determined, competitive leader with high personal standards and successful record of quality work and

accomplishments. An astute analyst and educator. Independent and strategic thinker with attributes of being:

adaptable, dependable, diplomatic, incisive, intuitive, inquisitive, responsible, trustworthy, tactful, thorough,

objective, and responsive. Ambitious in approach to problem solving. Consistently optimize performance while

maintaining superior customer satisfaction, loyalty, and confidentiality. Cultivate and maintain productive

relationships and exemplify excellence with clients and colleagues. A superior customer service provider and

trusted advisor with integrity.

COMPETENCIES

Contracting / Contract Administration (Negotiations and Monitoring) • Exemplary Customer Service • Strategic

Planning • Operations Management • Budgeting and Financial Management • Contract Development • Facilitate

Team Objectives and Innovative Solutions • Positive Client Relations • Collaboration • Continuous Learner •

Presentation Skills • Professional Decorum

CAREER TRACK

Glaza Tax Advisory Group, Inc / Holistic Investment Planning Services Cedar / Traverse City, Michigan

Principal / Senior Financial Consultant 05/2007 - Present

Implemented tax preparation and estate planning (with local attorneys) into financial services business model.

Proactively protected clients’ accounts from 2008-2009 market downswings.

Recognized for helping clients achieve financial and life goals.

Nominated to and member of Institute of Business and Finance, Board of Advisors.

Allstate Financial Services, LLC [Farmington Hills, MI] Traverse City, Michigan

Personal Financial Representative 05/2006 – 05/2007

Implemented specialized training, goal-setting, and professional coaching with partnering agents resulting in

improved revenue and stronger partnerships. Within first six months, all partnering agents achieved higher

financial services production levels than entire prior year.

ING Financial Advisers, LLC (formerly Aetna Financial Services) [Southfield, MI] Traverse City, Michigan

Registered Representative / Financial Planner 09/1992 – 04/2006

Developed and managed a clientele base of over three thousand three hundred customers at multiple

locations.

Maintained excellent client-relations with plan sponsors even with turnover of regional management, as

evidenced by largest corporate client returning to my broker-dealer as exclusive carrier.

Increased Aetna Financial Services’ / ING’s revenues and customer satisfaction, as evidenced by attainment

of Honors Club status in years 1994-1996, 1998, 1999, and 2005, and maintaining over 90% customer

retention.

Recognized as Aetna Financial Services’ Top Performance Award, New Producer 1994, i.e. ranked 17th

nationally and Top New Producer, Eastern Region 1995.

With my largest employer-based plan, exceeded Aetna Financial Services’ management production

expectations by approximately 100% for new voluntary accounts.

Recognized as the highest of eight Aetna Market Leaders (i.e., health care); helped Aetna Financial Services

reach 149% of new customer quota during 1995 sales campaign.

During last plan-wide enrollment, recommended for MVP recognition by plan-sponsor employee/client as

going “above and beyond” my daily duties even though I was not an employee of the plan-sponsor, among

other verbal and written accolades.

Twice completed plan-sponsor enrollments for more than three thousand participants.

In 2005, significantly aided ING obtain exclusive provider account status with largest northern Michigan

ERISA defined contribution case.

Continued

Anthony M. Glaza Page 2

Davenport University [Grand Rapids, MI] Gaylord and Traverse City, Michigan

Adjunct Faculty 09/1995 – 05/1998

Educated baccalaureate students (during evening and weekend classes) in such studies as corporate finance,

investments, statistics, and several mathematics courses.

SelectCare, Inc. Troy, Michigan

Manager - Analysis and Insurances 01/1987 – 10/1992

Manager - Provider Contracting and Insurances

Manager – Reimbursement

Selected by Vice President of Finance to represent financial departments on new corporate computer system

installation. Since new system was claims oriented, thus coordinated necessary rewrite of all system related

reimbursement functions and provider contracts.

Led diverse, cross-functional teams and staff in completion of annual filing of HMO subscriber contracts and

riders (i.e., benefits and exclusions); coordinated with state insurance bureau.

Earned other compliments, such as the following: a) SelectCare’s Chief Medical Officer- “Thank you for a

tremendous job on implementing the restructuring of the … Medical Group and the Livonia Health Center.

My sincerest appreciation for an incredible effort.” and b) SelectCare’s CEO- “This restructuring represents

the single most important accomplishment of the entire utilization and cost management efforts in 1990.”

Represented SelectCare, with corporate legal counsel, regarding professional liability cases.

William Beaumont Hospital Corporation Troy, Michigan

Assistant Hospital Director 01/1981 – 01/1987

Administrative Assistant

Financial Analyst

Responsible for over $5 million annual revenue and approximately two hundred clinic employees.

Developed and implemented strategic turnaround plan activities for reassigned Ferndale Clinic Division in

order to reduce clinic losses via financial and operational assessment changes.

Served on a wide variety of committees, including chairperson of the safety and emergency preparedness

committee and as cost containment coordinator, promoted hospital-wide measurable cost-savings activities

and employee recognition.

Implemented hospital’s first comprehensive critical assessment as part of total strategic planning process.

Established protocols for maintaining Joint Commission Ambulatory Care Standards.

Restructured and implemented new billing protocols to increase revenue for occupational health clinic and

systematized marketing activities.

Negotiated 45% discount on laboratory provider charges and coordinated use of inter-hospital labs for clinics.

Established unique occupational health programs for corporate clients, such as Uniroyal and General Motors.

Developed and implemented vocational training program with local school district, expanding hospital’s

presence in local community.

Chaired task force for family practice center facility redesign to maximize: patient services, organizational

structure, and integration of newly developed ancillary programs, e.g., SportsCare (also new program I

established).

Represented hospital as speaker at local community organizations, e.g., Optimist Club.

Implemented change in referral protocols for managed care family practice center patients, which saved

hospital over two hundred thousand dollars.

LEARNING CREDENTIALS

Master of Science - Financial Services

The Institute of Business & Finance La Jolla, California

Master of Arts - Business Management

Central Michigan University Mt. Pleasant, Michigan

Bachelor of Science - Business Administration • Finance Specialty

Marquette University Milwaukee, Wisconsin

Contact this candidate