Customer Service Quality Assurance

ARTHUR RIVERS

**** ******** *******, ********, ** 30071 Home: 770-***-****

**********@*******.*** Cell: 770-***-****

Healthcare Administration - Pharmacy Technology Department Chair

Seeking position as…

Over 20 years’ experienced in the United States Air Force utilizing outstanding Organization,

Communication and Interpersonal Skills.

CORE QUALIFICATIONS

Implementing Policies and Procedures Personnel recruiting and administrative processing

Customer Service Quality Assurance

Group Facilitation and presentations Problem solving

EDUCATION AND TRAINING

10 / 2012

Master of Public Administration, Health Care Administration

Keller Graduate School of Management, Atlanta, Georgia

• Public Health

• Health Services

• Human Resources

• Health and Human Services

• Community and Public Health

Master of Business Administration, Marketing 12 / 2011

Strayer University, Atlanta, Georgia

• Leadership and Organizational Behavior

• Law, Ethics, and Corporate Governance

• Marketing Management

• International Marketing

• Integrated Marketing Communication

• Consumer Behavior

• Marketing Research

SKILL HIGHLIGHTS

Staffing management ability Claims analysis and review specialist

Proven patience and self-discipline Cultural awareness and sensitivity

Motivation techniques specialist Critical thinking proficiency

Confident public speaker Government relations knowledge

Conflict resolution Personal and professional integrity

Sound decision making Relationship and team building

Staff training and development In-depth claims knowledge

PROFESSIONAL EXPERIENCE

GEORGIA DEPARTMENT OF LABOR 05/2008 to present

Unit Supervisor, Norcross, Georgia

Performs job counseling with applicants to identify their abilities, needs, interests, and values in relation to job and

career opportunities.

Carefully select, develop and retain qualified staff, as well as trained 5 new staff annually.

Create annual goals, objectives and budget and offered recommendations to increase placements for the

department. Assist in the design and execution of programs that contributed to a 50 percent growth of the

organization in the 2010 fiscal year.

Implemented standards and methods to measure the effectiveness of agency activities.

Regularly evaluated employee performance, provided feedback and assisted coached and disciplined staff as

needed.

Minimized staff turnover through appropriate selection, orientation, training, staff education and development.

Developed and managed budget and revenue expectations while actively seeking ways to eliminate or reduce

expenses.

Reviewed and approved time cards for processing by payroll department.

Evaluate application information and determines initial or ongoing program eligibility.

GEORGIA DEPARTMENT OF LABOR 05/2007 to 05/2008

DOL Services Specialist, Norcross, Georgia

Responsible for servicing and guiding claimants on the process of their unemployment benefits laws,

requirements and policies, by facilitating group orientations, workshops and one-on-one services.

Job search assistance, resume writing, mentoring, moral support, candidate assessment and job referrals.

Played a major role in the department’s 6.1 million dollar CAP savings program.

ARTHUR RIVERS PAGE 2

GEORGIA DEPARTMENT OF LABOR 05/2007 to 05/2008

Georgia Works Coordinator, Norcross, Georgia

Marketing function for the GA Works program, cold calling, candidate assessment, screening and placement.

Directed the installation of improved work methods and procedures to achieve agency objectives.

ULINE SHIPPING SUPPLIES 01/2005 to 06/2006

Inventory Control Analyst, Duluth, Georgia

Trained distribution managers and receiving managers on inventory control practices and procedures.

Increased cycle count accuracy rate from 55 percent to 95 percent.

Coordinated with department managers to find root cause of inventory control problems.

Resolved inventory discrepancies, problem orders, and inter-company transfer issues to reduce back order rates.

UNITED STATES AIR FORCE

McGuire AFB, NJ

Unit Training Manager 01/2000 to 04/2004

Evaluated Education and Training programs, recommended actions to correct deficiencies.

Established training programs for staff in regard to all aspects of workplace performance and professional

development.

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