Customer Service Manager

Yvonne Sheppard-Diallo

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

Address:

City: Queens

State: NY

Zip: 11422

Country: USA

Phone: 917-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Focuses on action and results to achieve established performance targets; clearly assigns/accepts accountability/responsibility; keep meetings focused on action; encourages/makes continuous measurable improvements in areas of responsibility; successfully brings about needed changes; uses reliable performance measurement and accountability systems.

Educational Background:

High School Dipolma from Metropolitan College of New York, New York NY 1/2001 to 6/1998 (Bachelor Degree in Human Service)

Job History / Details:

Professional Summary

Driven professional with 20 years of hands on experience in fast-paced home care environments. Accountable and responsible with a strong focus on meeting Agency goals. Strong problem - solver with excellent time management skills

Education and Training

1998 Metropolitan College of New York New York, N.Y

Bachelor Degree in Human Service

Health Service and Policy for non profit agency.

Trained in Medicaid/Medicare billing, regulations and policies.

Attend in service Webinar Sessions.

Visit on line learning and self directed study via the Agency Learning Center.

Contact Agency Training and Development.

Classes taken in Customer Service.

Initiative award received for extraordinary efforts.

Skill Highlights

Accountability

Motivation techniques

Conflict resolution

Supervisory experience

Promotes positive behavior

Planning and development

Analytical thinking

Leadership

Recruiting and hiring

Management experience

Professional Experience

January 1987 to September 2012

Visiting Nurse Service of New York Brooklyn, New York

Manager of Support Service / Supervisor, Physician Relations Unit

20 years of Home care experience at non profit organization, as Manager of Support Service, direct report to Region Operations Controller. Changing directions to work in a recently created department as Supervisor, Physician Relation unit direct report to Director, Customer Service Support.

Management Accomplishment:

Service as a resource to others.

Managers regional business operations through development, implementation and coordination of processes and procedures which support service delivery activities of clinical field staff. Evaluate process for efficiency; effectiveness and recommend change.

Solves moderately complex problems and / or conducts moderately complex analyzes.

Identifies and analyzes technical problems through the use of computerized and other management tools. Implements corrective measures for monitored problems to meet program goals. Analyzes business operation e.g., staff productivity, procedures; work flows and develops standards to maximize efficiency and meet operational needs. Develop short and long-range operational objectives, consistent and supportive of program and Agency goals.

Assesses and interprets customer needs and requirements.

Interprets and explains to internal assigned staff and external customers, Human Resources and Collective Bargaining policies/procedures and ensures that all new and revised procedures communicated and implemented, as appropriate.

Supervisor Accomplishment:

Provides explanations and information to others on difficult issues.

Works in collaboration with Business Development and Clinical Programs to obtain signed orders and share information around "customer value" to resolve non-compliance issues.

Acts as a resource for others with less experience.

Troubleshoot of behalf of staff to ensure all signed Medical Doctor orders are received within the established time frame to ensure compliance. Contacts non-compliant physicians and work with them and / or their office to get the MD orders signed.

Generally work is self directed and not prescribed.

Work under general supervision.

Performs special projects and other duties as assigned.

Contact this candidate