Customer Service Manager

SUMMARY

Detail oriented professional with established organizational, planning with

excellent communication skills. Success acknowledged, in customer service

excellence. Accomplished administrative/supervisor professionalism.

Proficient in multi tasking, maintaining confidentiality, and meeting

project deadlines. Effectively works independently or with a team to

contribute to office effectiveness.

Operational support:

Excels in Customer/Patient Service Skills, Mediation &

follow up

procedures

Experienced in customer/patient problem solving

Accomplished Managerial skills

Proficient Administrative/Reception skills, to include

poised/professional phone etiquette

Skillful with A/R & A/P administration

Experience and/or Proficient in the following software programs:

MS Outlook

MS Word

MS Excel

MS Access

MS Visio

MS PowerPoint

Proud Member of the following Associations:

National Notary Association

American Association Of Notaries

Notary Rotary

123Notary

Find Notary

Notary Caf

American Society Of Notaries

PROFESSIONAL EXPERIENCE

Pen Stroke legal Signing, LLC Fredericksburg, VA

2/2013-Present

Owner/Settlement Agent

Commissioned Notary by the State of Virginia

Mobile Notary Agent certified by National Notary Association

Background Screened in 2012 by the National Notary Association

E &O Insured of $100,000.00

Available 24/7 to meet your business needs.

Experienced, professional, compassionate, prompt and accurate service.

Golden Living Centers Fredericksburg, VA

1/2010-2011*

Service Excellence Liaison

*Laid off due to low census.

Initial point of contact for all new residents and family members.

Schedule and give tours to guests coming to the facility.

Met daily with new admissions, performed morning rounds to give hugs & hellos to residents.

Meet with families/residents with any concerns about loved ones.

Worked with Hospice associates in meeting the needs of the resident and families during their

end-of-life care.

Facilitated Family Council meetings once a month.

Ordered supplies for marketing, education, new hire, welcome gifts, and educational pamphlets.

Head facilitator and implementer of the "Golden Ace program", providing continues excellence in

customer service.

Implemented the 1 day/2 week/1 month call back program for patients that returned home after

rehabilitation at our

facility.

Weekly hospital visitation for see our hospitalized residents, to include visiting with case

managers for continued team management of our resident

Company networking representative of local area medical marketing events.

Worked with Social Services to generate a new program "Simple Pleasures" for our residents.

Active participant in care plan facilitation and family meeting of the resident.

Reverse Mortgage of Texas, Inc. Fredericksburg, VA

1/2009-12/2009*

. Laid off due to the economy prohibiting the use of Reverse Mortgages

by the decreasing of land and home values forcing the company to close

the satellite office in Virginia.

Loan Originator (Reverse Mortgage Specialist)

. Marketed reverse mortgage loan products (Programs offered through Bank

of America and MetLife).

. Established and implemented educational materials for clientele on the

benefits of the reverse mortgage program.

. Developed and implemented training presentations materials more client

friendly, resulting in clients feeling empowered and informed.

. Leads are self-generated, from referrals, or company-provided.

. Cradle to grave home loan application process.

A-T Solutions, Inc. Fredericksburg, VA

2007 - 2009*

*Position was terminated due to contract ending.

Administrative Assistant to the VP of Logistics & Production

. Responsibilities included payroll, accounts receivable, phone sales of

IED training devices, managed work flow for VP, answering phones,

assisting clients and maintained schedules for the flow of production

of IED's.

. AR & AP management

. ISO 9000 & OSHA representative for logistics and production department

. Designed and implemented PowerPoint presentations for companywide

safety trainings.

. Tracked and entered incoming purchase orders for accuracy.

. Ensured company contracts were accurate with government standards to

meet orders.

Carpet One Woodbridge & Stafford, VA

1995 - 2007

Operations Manager (2003-2005)

Design Consultant / Sales Associate / Administrative Assistant (1995-

2003)

. Managed staff of 15 professional and sales personnel.

. Established and implemented controls and procedures; Marketing

Department, Sales Department; and Customer Service Department

. Realigned duties and responsibilities of accounting department and the

purchase order department increasing productivity and eliminating

overtime.

. All AR & AP Management

. Cross-trained employee positions resulting in turnover reduction,

increased work production and team development. Promoted and performed

B2B development within the community.

. Marketed, coordinated, and hosted "Customer One Day Only" marketing

events which to date is still the largest events hosted.

. Collaborated with local advertising agencies resulting in a company

savings in better marketing, increased sales and overall better new

customer visibility.

(1995-2003)

. Implemented a process to track purchase orders and monitor incoming

orders and collections.

. Resolved outstanding Accounts Receivables which resulted in a savings of

$75,000.

. Designed and implemented a customer call back procedure that tracked

customer satisfaction and decreased repair issues.

. Re-established department credibility within new clientele by improving

controls, procedures and customer service.

. Promoted to Operations Manager (SEE ABOVE)

Coleman Eye Assoc./Access Eye Centers Fredericksburg, VA 1980- 2007

Ophthalmology Tech & Tech Manager, Contact Lens Specialist, AR-AP Manager

to Facility Manager

. Ophthalmology Tech for Dr. Egge

. Patient Visual Equity testing for distance and near vision conducted

. Execute patient screenings with: Electronic Refraction Technology (ERT),

Visual Fields, Optical Tomography or Toner pen

. Phoropter set up for physician

. Physician chair side assisting to include dictation or "scribing"

. Management of technicians to include but not limited to; employee

scheduling, training and conduct management

. Ordered and dispensed contact lens

. Trained patients about the wear and cleaning of contact lens

. Oversaw financial management of medical facility with an annual

operating budget of over $.5M .

. Managed all financial office functions, including, but not limited to;

accounting, budgeting, cash management, office administration, data entry

operations, and all supply purchasing from furniture, medical supplies to

office supplies.

. All AR & AP Management

. Implemented and trained proper customer/patient service techniques

. Hiring, training and dismissing of personnel.

. Promoted B2B development within the community.

. Realigned duties and responsibilities to reduce patient stress and

increase performance abilities of each employee.

. Cross trained and substituted for other employees to gain additional

knowledge of all various positions, to include;

Reception Desk Operations, Ophthalmology Technician, Optical Sales,

Surgical Planning Coordinator, Billing

& Coding Insurance Procedures & Human Resources

EDUCATION

Northern Virginia Community College, Alexandria, VA, 1999 (Business

Credits)

Fredericksburg Nursing School (completion of 1st yr)

Germanna Community College, Locust Grove, VA, 2009 (Business Credits)

ADDITIONAL INFORMATION

Commissioned Notary on 4/23/2009:, State of VA #7114441, Expires on:

7/31/2013 Renewal Submitted.

References available upon request.

Contact this candidate