Customer Service Manager

E. Vanessa Russell

**** ******** *****, **********, ** 27545

Contact # 919-***-**** ****************@*****.***

Summary of Skills:

• Over ten years experience in customer service, call center, hospitality, and management

• Outstanding oral, written and communication skills.

• Excellent guest relations skills with a friendly, positive and upbeat approach to employee relations and guest complaints.

• Strong analytical skills including trend analysis and the ability to develop innovative tactics to resolve problems.

• Excellent eye for details and can carry out actions to improve the appearance of the property and employees as well as establish relevant actions that meet guest's expectations.

• Strong computer skills especially MS Word, Excel, Power Point, MS Access and MS Outlook as well as Hotel Operations Software. ADP Payroll, CMS 500, UB92

• Remarkable ability to ensure proper selection, training, motivation and counseling of all employees.

Proficient in ERISA Guidelines, IRS Guidelines, Defined Benefits Core, Defined Contributions, Health & Warfare Guidelines.

Professional Experience:

Co-Manager

September 2012-Present

Bojangles –Tri Arc Franchise

• Responsible for product production throughout shift

• Regulating and promoting exceptional health standards and guidelines.

• Handle guest issues and provide 100% satisfaction

• Process cash transactions throughout the day and cash deposits at shift close

• Ensure in compliance with all company guidelines

• Assist other co-managers and unit director where needed

Hotel Manager

July 2008 to August 2012

Extended Stay Hotel- Raleigh NC

• Oversee daily operations of the hotel.

• Hire and train new employees in addition to managing housekeeping staff and employee schedules.

• Handled large cash transactions and daily cash deposits. Process monthly Lease Payments

• Ensure guest satisfaction.

• Basic accounting and direct billing as well as set up direct bill accounts. Posting and collecting Payments

• Operate and maintain front desk as well as assign duties to front desk associates.

• Controls and manages monthly labor reports and ensure all hotel functions are in compliance with labor guidelines.

• Monitor monthly inventory of supplies and equipment.

• Identify sales opportunities and seek out potential business in local market area.

Workforce Management Analysis

June 2006 to July 2008

ACS-Cary NC

• Supervise daily call center operations to ensure compliance with workforce guidelines is met.

• Monitor call volumes, routing and agent handling of calls.

• Update Call Center Representatives daily schedule changes and approve/deny time off request.

• Update and communicate all policies and procedures to management.

• Assist in monitoring staffing forecasts and schedules to determine the number of reps needed to maintain company contracts.

• Track call statistics and analyze call trends.

• Schedule training/provide workforce training to management.

E. Vanessa Russell

Medical Billing Specialist

September 2007 to October 2008

Wright Medical Billing Homebase- Knightdale NC

• Confirm weekly billing payments are processed and accurate.

• Process weekly payments through Medicaid website using UB92 and CMS 500 spreadsheets.

• Confirm clients’ medical eligibility through Blue E system.

• Process filings.

• Utilized knowledge of basic medical terminology and behavioral/emotional codes.

Call Center Senior Specialist

July 2004 to July 2006

ACS-Cary NC

• Handle customer calls as volume dictates

• Counsel on health & welfare, pension, and medical benefits to plan participants

• Monitor and manage new reps during initial implementation of new client

• Provide side-by-side assistance for new hires

• Review loans, withdrawals, hardship, and pension forms prior to processing

• Provide back-up assistance to Technical Analysis

• Train and coach agents on call center applications and call strategies

EDUCATION

North Carolina Agricultural & Technical State University- Psychology 1999-2003 GPA 3.1

East Wake High School-Knightdale NC-1999 Graduate

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