Customer Service Quality Assurance
Resume:
Tammy Hoff
Email: **********@********.***
Address: ***** ********** *****
City: Waldorf
State: MD
Zip: 20601
Country: USA
Phone: 304-***-****
Skill Level: Management
Salary Range: $60,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Tammy L. Hoff
10903 Poplarwood Court * Waldorf, MD 20601
301-***-**** * **********@********.***
SUMMARY
Skillful and experienced Member Services Manager possessing exceptional organizational and communication skills, with proven strong leadership ability. A highly adaptable strategic operational leader and team builder who will assume additional responsibilities and master new functions that meet or exceed organizational goals and accomplish the direction of superiors. Seeking a position where leadership and a strong work ethic are held at a premium for an organization poised for growth.
Offers unparalleled commitment and support demonstrating expertise in business operations, organization management, training and development. Excellent multi-tasker with vast knowledge of organizational and business processes and operations as well as excellent customer care and performance.
Core Competencies
Administration * Project Management * Leadership * Organization * Communication
Performance Excellence/Quality Assurance * Strategic Planning * Operations
iMIS Systems
PROFESSIONAL EXPERIENCE
American Pharmacists Association, Washington * DC 2007 - Present
Manager, Membership Operations
As Manager, Membership Operations, I implement new and renewal recruitment and retention programs. Serve as the principal membership department contact for Corporate Group Leaders, SunTrust Bank, Sisk Fulfillment as well being the main contact to my fellow colleagues for data base inquiries. Assist in developing, coordinating and facilitating membership benefits and resources. Responsible for creating and deploying membership operation procedures and policies used to increase the efficiency of major Pharmacist Membership Drives. Provide administrative support and training of company software/ reporting procedures while providing high-quality customer service to members and staff. Develop or improve standard database and membership operating policies for implementation of new AMS system. Manage a staff of four coordinators and 2 temporary staff.
Key Highlights:
* Manage the Membership Operations of the entire member data base that consist of over 62,000 active members and over 1 million customer accounts in our data base as non members
* Project Lead on Medco and ExcelleRx Corporate Membership Drives. Ensuring timely and accurate enrollment of members during membership drives in 1st quarter of the year.
* Represent Membership Department at meetings and participating in APhA staff committees or work groups.
* Import daily financials from SunTrust lockbox files and report out to CFO as well as group.
* Create goals compared to previous statistics and assist with development processes in order to reach those goals.
* Ensures new AMS database accuracy and timely processing of member, customer and prospect data in the AMS.
* Primary in Developing reporting procedures, data processing procedures, mailing procedures and quality assurance policies to successfully implement new AMS system.
* Excellent communicator with exceptional team building and organization skills.
* Recruit, supervise, evaluate and provide ongoing systems training to staff
* Ensure accurate and efficient record and dues processing
* Solely responsible for mailing and emailing renewals in timely manner
American Pharmacists Association, Washington * DC 2005 - 2007
Member Services Coordinator I
Provides leadership and direction for assigned Customer Service teams. Responsible for the achievement and maintenance of all performance goals for the assigned teams and contributing towards the attainment of business unit and Customer Service goals and objectives. Supports and develops supervisory team to manage, develop and retain staff. Coordinate, communicate, and execute the policies, programs, practices and procedures of the department and company to the associates. Collaborates with the Database Management Unit within the department to ensure that all changes to member records have been accounted for and reviewed.
Key Highlights:
* Build and maintain positive working relationships with Quality teams, Claims and other key departments to resolve issues, claim or customer related issues and ensure associate and customer satisfaction.
* Ensure interdepartmental communications are effective for receiving and diffusing information affecting the quality of services for members and providers.
* Manage lockbox process
* Responisible for Budget expense coding and reporting
* Work closely with Finance to assure funds are properly dispersed
* Generate Membership\Financial reports
* Refunds and Dues transfers
* Run reports to test data integrity
* Process all incoming new\renewal data
* Troubleshoot and resolve billing\ payment issues using iMIS database
* Strong knowledge of business operations, solutions, and provision of external expertise in marketing and operations environments.
* Received numerous customer service awards
ASCD, Alexandria. VA 2002-2005
Service Center Consultant
Respond to all incoming inquiries about member accounts, orders,
registrations and emails via email, internet or calls. Place orders for customers using credit cards, checks and purchase orders. Respond to correspondence regarding missed mailings, purchases and benefits. Enter all data for new and existing services. Responsible for maintaining goals set by team on a daily basis. Daily call toll is approximately 125-150 calls total. Responsible for updating internal intranet webboard. (iMis software).
Key Highlights:
* Displayed capability to do both phones and data
* Independent and team member willing to accept additional duties
* Responsible for book orders
* Conference meeting registrations
* Fulfillment responsibilities
* Represent company as Customer Service at Annual Meeting for registration assistance
* Updated and maintained all records in system
EDUCATION\SKILLS\CERTIFICATES
Suitland Senior High School, Suitland, MD
High School Diploma, August 1982 thru May 1986
-Microsoft Office
-Quattro Pro
-Word Perfect
-OSP and DOS
-Crystal\Access Reports
* Power, Presence, Persuasion
* Working Through Conflict
* Personal Style Inventory\Myers Briggs
* Microsoft Excel Levels 1&2
* Building Trust
* Superior Customers Service
* Who Moved My Cheese
* Ethics Training
* Expense Budgeting
* 8 yrs of Days of Learning
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