Customer Service Manager
Resume:
C huntaye L Boyd
Cleveland, Ohio *4110
*********@*****.***
CAREER SUM MARY
E xperienced Operations Specialist eager to continue my professional development.
ED UCAT ION
Medical Administration Assistant Certification
Cuyahoga Community College, Cleveland OH J anuary 2013-
April 2013
• Medical Terminology
• Essentials of Electronic Health Records
• Medical Billing Reimbursement
• Medical Front Office Specialist Fundamentals
Section 8 HCV Housing Quality Standards Specialist Certification
N an McKay & Associates, Cleveland OH J anuary 2007
• HUD Requirements
• Local Standards
• Lead Based Paint Regulations
• SEMAP Performance Indicators
• HQS Inspector Fundamentals
General Educational Development Certificate
Max S. Hayes Vocational High School, Cleveland OH M ay 2000
SK I L LS SU M MARY
O perations/Management
• Provided technical expertise to support organization goals
• Directed staff in service area to optimize workflow to provide quality customer
service
• Monitored service area output including recording individual production
Boyd/Page 2
• Trained staff on company polices, internal operations, software systems, and tools
used in service area to complete daily assignments with accuracy and t imely
p roduction
• Analyzed data for quality control reviews, internal and external audits, measure
p roductivity, goal achievement, regulatory compliance, payment adjustments
• Designed and performed corrective action determined by analysis
• Spearheaded special cases assigned by management
• Operated various telecommunications and multi-telephone systems
• Collected monies on delinquent accounts to increase annual revenue
• Managed customer retention to increase customer loyalty
WORK H ISTORY
Operation Specialist
H ousing Choice Voucher Program- CM HA October 2007- June 2012
Cleveland, OH
• Managed daily operations to increase production and quality customer service
• Provided technical input to department manager to assist with systematic problems
H ousing Quality Standard I nspector
Housing Choice Voucher Program- CM HA September 2005-October
2007
Cleveland, OH
• Performed detail inspections based on Housing Quality Standards, HUD regulations,
and CMHA administrative plan
• Scheduled all inspections types to create daily routes for each member of the
i nspection team
Front Desk Manager
Bally Total Fitness Ma rch 2002- October
2004
Beachwood, OH
• Conducted daily audits of contracts prior to processing
• Established customer service standards to improve the quality of service
Boyd/Page 2
ADD I T IONAL QUAL I F ICAT IONS
Grammar Intensive
C leveland State University, Cleveland OH A ugust 2009
M anaging Projects & Priorities
Rockhurst University Continuing Education Center, Cleveland OH November
2007
Customer Service HCV Program
Nan McKay & Associates, Cleveland OH A pril 2007
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