Customer Service Manager

Andrew L. Green

** ******** *****

Phenix City, AL 36870

Contact Phone Number: 706-***-****

Alternate Contact# 706-***-****

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

Summary of Qualifications:Self motivated; able to set effective priorities and implement strategic plans to achieve goals and meet operational deadlinesDynamic in team-building skills and evaluating to increase number of possible solutionsPossess strong analytical and problem solving skillsAdapt easily to new concepts and responsibilitiesExcellent written, oral and presentation skillsHigh-energy; team player

Relevant Experience:

Wellpoint, Inc, Columbus, GA

Senior Manager Customer Service May 2007Responsible for mentoring and coaching associatesResponsible for associates performance managementResponsible for time management and developing new and tenured associatesResponsible for rolling new training programs to associatesResponsible for tracking associates attendanceResponsible for ensuring company guidelines and policies are followed

Wellpoint, Inc, Columbus, GA

Business Analyst II /Quality Management Specialist, August 2003-May-2007Trained individuals at many levels on functionality of newly introduced Wellpoint technologyDeveloped and executed databases to increase company efficiencyProvided metrics to trainers outlining quality performances and ways to improve processes Introduced and facilitated effective training classes on new training concepts and materialsMonitored and measured the level of trainee performance and effectiveness of the new hire training curriculumProject Lead for New CCR Customer service models

Wellpoint, Inc, Columbus, GA

Quality Auditor, June 2002-August 2003Conducted random quality audits on all associatesEvaluated and made recommendations to management on quality improvementIdentified quality trends within the organization

WellPoint, Inc, Columbus, GA

Customer Care Associate, August 2000-June 2002Discussed and explained available benefits and premium options to customersProcessed customer’s claims for all types of contractsAnalyzed and resolved customer’s complaintsProvided quality feedback to management on resolution to positive customer careResponded timely to all telephone and/or written customer inquiries

TeleService Resources, Phenix City, AL

Manager, January 1997-March 2000Hired, supervised and trained 75 customer service associates in an inbound call centerResponsible for coaching, mentoring and counseling associates on job performanceTracked attendance, overseen production and monitored qualityProvided direction and support for the company’s goal of 90% business and customer retention

Russell County Sheriff Department, Phenix City, AL

Correction Officer, January 1996-January 1997Responsible for inmate supervisionResponsible transported inmates from the county jail to courtTransported inmates to state prisons

Achievements:

CTT+ (Certified Technical Trainer)

Certified Business Analyst

PAHM (Professional designation for the Academy for Healthcare Mgmt)

Military Service: United States Air Force

December 1991-December 1995

Security Police

Honorable Discharge

Education:

Chattahoochee Valley Community College, Phenix City, AL

Associate of Science, June 2002

Troy State University, Phenix City, AL

Bachelor of Business Administration, Still Pursuing

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