Customer Service Manager

Kathleen M. McVicker-Monday

**** ******* ****** 419-***-****

Lambertville, Michigan 48144 **********@*****.***

ACCOMPLISHMENTS

Three years experience in Customer Service with emphasis on client

communication and client satisfaction. Possess strong organizational and

multi-tasking skills for efficient coordination of multiple priorities.

Commended in performance appraisals for being very positive and motivated

with ability to prioritize workloads and complete tasks in established

timelines.

Customer Service Sales and Billing

Verbal and Written Communication Problem Solving and Resolution

Organizational Skills Project Management

PROFESSIONAL EXPERIENCE

EMDEON, Toledo, Ohio 2008 - Dec. 2011

Account Manager

. Single point of contact for client calls. Handled client inquiries,

complaints, billing questions and service/change requests. Liaison

between clients and all departments within Emdeon including Finance,

Technical Solutions, Graphics, Production and IT.

. Managed all aspects of account changes, including communication and

development of project plans, requirements analysis, development, testing

and launch.

. Received commendation from clients on timeliness and quality of work.

Received Emdeon team member award.

. Helped company attain high customer service ratings in all categories

including communication skills, accuracy, listening skills and courtesy.

MERCY HEALTH PARTNERS, Toledo, Ohio 2000 - 2008

Information Services - Lead Client Services Specialist

Supervised the work of 3 Client Services Specialists at 2 assigned

facilities to ensure that all work including the setup, configuration,

updates and maintenance on over 900 pc's, printers, and peripherals, is

completed with a focus on quality and excellent customer service.

. Conducted weekly status meetings with team to provide updates and

documentation on procedural changes and brainstorm ideas on outstanding

issues.

. Worked to improve efficiency and thus was able to increase customer

rating scores for helpdesk and project surveys.

. Responsible for daily operations including, managing of IS projects and

the reporting of programming or PC image issues to Desktop Engineers to

ensure quality. Research, troubleshoot, and resolve technical problems.

. Supported all other departments with customer contact and provide

technical knowledge and training for end users.

. Monitored vendor information and ordered IS equipment. Worked with a

national account on the purchase, setup, and billing of PDA's for over

200 physicians and management personnel.

. Managed PC inventory and asset controls.

. Worked on the successful opening of 3 new healthcare facilities.

. Member of Service Recovery Team developed to promote a campus wide

recognition to excellent customer service.

Kathleen M. McVicker-Monday Page 2

ST. CHARLES HOSPITAL, Toledo, Ohio 1996 - 2000

Information Technology - Client Services Specialist

. Provided technical support for 500+ users and ensure proper maintenance

of workstations, printers, and peripherals. Responded to user service

requests and rapidly resolve trouble tickets to maximize uptime. Deployed

new workstations and printers, installing operating systems, software,

and drivers.

EDUCATION

Bachelor of Business

Heidelberg College - Tiffin, Ohio

Associate of Social Sciences

University of Toledo - Toledo, Ohio

COMMUNITY AND VOLUNTEER SERVICE

Mobile Meals - delivery personnel

Cherry Street Mission - delivery personnel

Mount Carmel Church - meal server

Salvation Army - donation coordinator

TECHNICAL SKILLS

FoxPro PatientConnect

Seibel Microsoft Office

Lotus Notes Microsoft based operating

systems

AS400 Microsoft Outlook

BMC Service Desk

Express/Magic help desk

software

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