Customer Service Manager
Resume:
Michele M. Dull
Elyria, OH 44035 E-mail address:
************@*****.***
SUMMARY
Highly motivated Customer Service Manager willing to take ownership and
responsibility. Over 20 years experience in delivering premier customer
service. Demonstrated ability to streamline operations, increasing
productivity and profit. Exceptional management skills including revenue
and sales management. With a specialty in analyzing deficiencies in the
business, developing corrective action plans and implementing them. Ability
to reduce costs and increase revenues. Possess the leadership to develop
existing employees and to hire and train new talent.
Expertise:
P&L Responsibility Budget Planning and
Execution
Marketing, Promotions, & Sales
Staffing/Training/Coaching
Financial Analysis Quick Books
Troubleshooting and Problem Solving Payroll Liabilities
Filings
Event and Meeting Planning Food and Beverage
Management
PROFESSIONAL EXPERIENCE:
Matthias Helfrich O.D. Inc. 2009-2012
Practice Manager/Business Manager
Responsible for identifying deficiencies, developing plans of action and
managing all aspects of the Doctor's practice and dispensary; including but
not limited to:
. Working with a diverse population of over 12,000 patients including
the elderly with the ability to explain benefits such as Medicare,
Medicaid, and Private Insurances
. Managed all departments; insurance, sales/opticians, technicians,
front desk staff, to ensure premiere customer service was provided
. Implemented policies and procedures in order to improve accuracy,
documentation compliance, and to prevent revenue loss
. Project manager for successfully setting up, implementing, training,
and working the bugs out of the EHR system to ensure compliance with
the Federal Government prior to 2015
. Credentialing and Attestation of Doctors to ensure Provider status
remained intact and uninterrupted which avoids delays in payment to
the practice
. HR Manager including compliance measures, Workman's Comp, JFS, OSHA,
training and development of employees and scheduling of employees
. Responsible for advertising, sales, and marketing, to promote sales
Mohican River Lodge & Grand Ballroom 1998-
2008
CEO/Director of Operations
Purchased a neglected 50 unit hotel that included a 4,000 sq foot catering
hall accommodating groups of over 220 people situated on ten acres of woods
located in one of Ohio's largest tourist destinations.
Michele M. Dull
Page 2
. Revamped and updated the hotel by performing cosmetic work and some
extensive renovations. Added to the existing property a full service
restaurant with seating for over 100 people and added a bar to expand
revenues
. Managed all aspects of maintenance for the property to ensure proper
upkeep of buildings and grounds
. Developed clientele with repeat business. Built a name for the
property that was known throughout Ohio and surrounding states for its
outstanding hospitality, excellent customer service, and fantastic
food
. Created a premiere website, brochures and advertising materials for
the property to increase traffic
. Implemented various promotional packages to increase revenues
. In ten years of ownership grew revenues to a highly profitable level
. Created business plans used to obtain financing from the SBA & a local
bank
. Worked with State Tourism Directors and Developers as a Board Member
of the Wally Road Scenic Byway Association" to revitalize tourism in
the area
Parker Hannifin Corporation "A Fortune 500 Company" 1988-1998
Customer Service Coordinator Senior (Airborne Division)
. A leader in the aerospace industry, with both Domestic and
International customers, I was a liaison to the customers on both a
customer service and technical basis
. Export Coordinator with the responsibility for preparing all export
documentation for all overseas shipments
. Military Documentation coordinator and preparing all necessary QA
documentation and instructions for all Military orders ensuring
government compliance
EDUCATION:
Lorain County Community College, Ashland University, Kent State University
CERTIFICATIONS:
Certification in Conference Center & Meeting Management
From the Educational Institute of the American Hotel & Lodging
Association
COMMUNITY SERVICE:
Vice President of Lorain County Children's Pioneer Theatre, in charge of
grants and public relations. Assist in developing programs for the
children each year
Served as a Board Member for Wally Road Scenic Byway Association
Provided leadership to the Association for Public Relations,
marketing, publication development and the promotion of tourism in the
area. Worked with the Ohio Department of Development to devise strategic
marketing plans to increase tourism to the area
Served as a board member for Mohican Tourist Association working with
five county CVB's
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