Customer Service Manager

Chelsea Oteiza

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

Address:

City: Millville

State: PA

Zip: 17846

Country: USA

Phone: 570-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Results-oriented Customer Service Team Lead with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.

Educational Background:

High School Dipolma from Berwick Area High School, Berwick PA 1/2001 to 6/1995 (General)

Job History / Details:

Summary

Results-oriented Customer Service Team Lead with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.

Highlights

Skilled trainer

Excellent time management skills

Meticulous attention to detail

Effective workflow management

Microsoft Outlook, Word and Excel

Deadline-oriented

Customer-focused

ACIS software proficiency

JD Edwards software proficiency

Organizational skills

Problem resolution ability

Experience

March 2006 to Current

Apria Healthcare, PA Danville, PA

Customer Service Team Lead

-Since being promoted to Customer Service Team Lead in April 2012 I have assisted in training and orchestrating training with the staff in Williamsport, Danville, Pottsville along with newly hired/promoted branch managers on ACIS, Suspended, Revenue qualification, Revenue confirmation and Holds.

-I was instrumental in executing against our suspended goals for the end of the third quarter in reaching the

-Assisted the Branch manager in training Logistics staff with ABN's, compliant SSRA's and what is required on Medicare documentation.

-Spent 8 weeks with the training team for Praxair acquisition training (Trevose, Sharon Hill, and Westampton) Customer service, Customer qualification, Revenue confirmation, suspended billing process and resolution. Trained over 20 acquisition employees on order processing from intake start to finish.

-Assisted the Mountville team transition from three separate locations of customer service to a combined customer service location.

-I have trained employees from several locations (Trevose, Camp Hill, Hershey, Lakewood) on suspended billing processes

-Knowledgeable in JD Edwards Cycle counts, transfer and receipt of inventory.

-Familiar with downloading CPAP/BiPAP for compliance downloads to CTS or continue rental.

April 2004 to July 2005

M & T Bank Berwick, PA

Bask Up Lead Teller

-Assisted walk in and drive through customers with deposits, withdrawals and loan payments.

-As back up lead teller I was involved in training and coaching new employees assisting in drawer counting and finding overages and shortages.

-Daily balancing of the vault responsible for over a million dollars in cash handling daily.

September 2001 to October 2003

Geisinger Health Plan Danville, PA

Pharmacy Customer Service Representative

-Assisted in training new hires on the process and implementation of the Pharmacy network as directed by supervisor.

-Assisted clients to understand their individual pharmacy benefits and what the process was to get non-formulary drugs covered.

-Constant communication with physicians assisting in getting their patients the appropriate care to coincide with their conditions.

-Prepared faxed orders for non-formulary drugs to be submitted to the medical directors for review of coverage based on medical necessity and informed physicians and patients of the out come and appeal rights available to them.

-Became proficient with the systems of the health plan such as Argus (authorization pharmacy fill system), Amisys, Access and Excel.

January 2000 to April 2000

RentWay Bloomsburg/Berwick, PA

Store Manager

-Responsible for scheduling staff of 5 on their daily responsibilities, training them on the policies and procedures and how to work in the rent to own business with individual customers.

-Was given monthly, weekly and daily goals to reach as they related to Sales, delinquency and buyouts.

-Expected to reach and exceed GAP goals (deliveries to pick ups) of at least 10 per month and delinquency at less than 10 percentage of monthly income.

June 1999 to January 2000

TravelCenters of America Bloomsburg, PA

Assistant Restaurant Manager

-Scheduling, training and working along side each and every position in the restaurant to include wait staff, line cooks, prep cooks, dish washers, etc.

-Mainly managed the front of the house staff of approximately 25. Assuring they had the appropriate tools needed to perform their job functions to the best of their abilities.

-Solved customer complaints in a friendly manner and showcased the customer compliments to individual staffers in staff meetings monthly.

October 1997 to June 1999

Rentavision Bloomsburg/Berwick, PA

Store Manager

-Promoted to store manager after only 3 months of employment to manage my own location which involved preparing the location for grand opening, assisting with interviewing of staff.

-Responsible for daily route building, inventory control, training staff of approximately 10 and continual review of policies and procedures.

-Consistently met goals for daily, weekly and monthly delinquency and growth goals.

Education

1995 Berwick Area High School Berwick, PA

High School Diploma General

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