Customer Service Management

Keith P Spencer

**** ******** ***, ************** ** 23111

Cell: 804-***-**** - *************@*****.***

Summary

Dedicated and enthusiastic professional, multi-task oriented and performance driven. Broad industry experience includes

Business Ownership, Call Center Management and Operations Management.

Qualifications

Computer proficiency Strong communication skills

MS Office proficiency Keen eye for detail

Supervision and training Analytical

Accomplishments

Recognized in "Who's Who in American Businessmen"

Received the annual “Gold Quill Award” for exceptional performance.

Professional Experience

Client Services Representative

May 2016 to Present

CIOX Health – Richmond, VA

Validating requests and authorizations for release of medical information according to established

procedures and HIPAA guidelines.

Performing quality checks on all work to assure accuracy of the release and confidentiality.

Working within scope of position and direction; willingly accepting new assignments and available to take

on special project requests due to fluctuating volume in daily workload in order to meet business needs.

Data Collection Driver

November 2014 to October 2015

WEDRIVEU, INC. - Burlingame, CA

Drove company vehicle to capture imagery for street level view to be used on a major client's internet site.

Consistently met daily company goals for 125 UKM's, 5% Overdrive, and 85% Utilization while maintaining driver

and pedestrian safety.

Member Services Representative

June 2014 to November 2014

Teleperformance - Richmond, VA

Presented and clearly explained auto insurance policy options to members based on their needs and goals.

Identified additional member needs by utilizing active listening skills to cross sell additional Property & Casualty

services, Life Insurance, Financial Planning or Banking Products.

Customer Service Associate

November 2013 to January 2014

Magellan Health Services, Inc. - Glen Allen, VA

Fielded calls from members of the VA Medicaid System and from credentialed providers in the behavioral health

field.

Provided members with additional resource and service information.

Assisted providers with website navigation, admission precertification, authorization inquiries, and claim

inquiries.

Operations Manager

October 2007 to October 2010

DistribuTech - Richmond, VA

Managed the day-to-day operations in a DistribuTech market to include managing distribution contractors,

maintaining distribution service center and regularly auditing the distribution routes.

Generated and provided market analysis reporting and by location recap reporting to both management and

customers to identify opportunities to drive company revenue and to enhance customer distribution goals.

Administrator

September 2004 to October 2007

Richmond-East Moose Lodge - Mechanicsville, VA

Directed day-to-day business operations of a not-for-profit fraternal organization.

Supervised 6-8 Lodge employees and directed operation of Lodge Social Quarters (restaurant and bar).

Call Center Supervisor

December 1997 to April 2004

Circuit City/FNANB - Richmond, VA

Customer Service Supervisor - led a team of 12 to 16 customer service representatives to guarantee call center

objectives were met.

Collections Supervisor - led a team of 12 to 20 outbound collectors to successfully meet collection percentages at

all levels of delinquency.

Agency Management Specialist - managed off-site external collections agencies across multiple time zones.

Collector - collected on NSF and other bad checks written in company retail locations.

Owner

October 1989 to April 1997

Advanced Laser Services, Inc. - Ashland, VA

Started, developed, and managed day-to-day operation from administration to customer service, sales, support,

equipment installation and service.

Helped to organize and develop the Washington Cartridge Recyclers Association and served on the Board of

Directors.

Certified as repair technician on HP and Canon laser printers and copiers.

Education and Professional Training

Liberal Arts

Lynchburg College - Lynchburg, VA

General studies in liberal arts curriculum with emphasis on a Health and Physical Education degree.

Skills

Account Management, Accounts Payable, Accounts Receivable, Agency Management, Business Operations, Call Center

Management (banking), Client Relations, Collections, Communications, Computer Software and Application Knowledge, Critical Thinking, Customer Service, Data Analysis, Data Collections Driving, Distribution Service Center Management, Email, Equipment Installation, Flexibility, Internet Research, Inventory Control, Leadership, Mathematics, Negotiation, Organization, Problem Solving, Teamwork, Telephone Skills, Time Management, Type 30+ WPM, Website Navigation

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