Customer Service Management

* ********* ***** ******** ** *****

Phone: 603-***-**** Email: ********@*****.***

PROFESSIONAL SUMMARY:

Energetic strategic business analyst with vast experience providing high level reports and recommendations to all levels of management. Responsible for the maintenance of multiple database applications, implementation of new programs and employee software training. Recommended numerous changes to programs/staffing based upon analysis.

PROFESSIONAL SKILLS:

Business/Strategic Planning

Market Analysis

Database Administration

Budget Forecasting

Advertising

Streamlining Efficiencies

Software Training

Software Upgrade Implementation

Client Support

Risk/Quality Assessment

Physician Staff Profiling

Master Facility Planning

SOFTWARE PROFICIENCIES:

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Microsoft Outlook

Microsoft Access

Microsoft MapPoint

Meditech

Solucient/Medstat (Thomson – Online)

NHSN – Online

MIDAS – Risk Management

Claritas (Online)

Microsoft Publisher

EMPLOYMENT HISTORY:

Dates

Position: Title and Responsibilities

Location

March, 2016 – Jan. 2017

Service Advisor

First contact for customer at dealership and liaison between technicians and customers for all repairs; responsible for selling maintenance and walking customer through their visit; invoicing, scheduling, advising

Salem Nissan/Salem Ford

Salem, NH

May, 2015 – Feb., 2016

Inside Sales Representative

Account management and customer service for multiple national accounts; responsible for making calls and scheduling meetings for sales representatives.

BAO(By Appointment Only)

Andover, MA

2011-2015

2009 – 2011

Service Advisor

Liaison between customer and service technicians, support corporate philosophy of Customer #1 and achieving top levels of customer satisfaction; Consult with customers to educate on maintenance needs while remaining conscious of their budget

Sales & Leasing Consultant

Responsible for customer service, interviewing, product presentation, negotiation and product delivery for new and used automobiles.

Rockingham Honda

Salem, NH

Inventory Specialist

BJs Wholesale Club

Salem, NH

Responsible for receiving and timely display of merchandise in line with point of sale initiatives for club including but not limited to:

Product placement

Price point reactivity

Account Manager

Windham Professionals

Salem, NH

Responsible for daily monitoring and control of multiple accounts to ensure full utilization of programs available

Mar. 2008 –Feb. 2009

Quality Data Analyst

Metrowest Medical Center

Framingham, MA

Created monthly corporate dashboards in Excel to track/trend quality and risk events with the intention of implementing corrective actions;

Completed monthly reporting in a timely fashion for distribution to senior management and corporate leadership

Completed and submitted numerous federal surveys as required by JCAHO

Identified trends in quality events and worked closely with multiple levels of management to implement plans of corrective action; (pressure ulcers, falls, complaints/complements)

Report design and delivery for Employee Health, Patient Satisfaction, Quality, compliance

Jan. 2006 –Sep. 2007

Senior Planning Analyst

Elliot Hospital

Manchester, NH

Conducted new business strategy and service line analyses; canvassed marketplace to determine if a minute clinic model would benefit hospital

Prepared a departmental budget forecast and tracked it monthly with other Financial leaders; patient/procedural volume

Assessed market share portfolio and worked with department managers to identify means of increasing our grasp on the community;

New business development analysis for medical office building – ground up construction; assessed marketplace and worked with consultants to determine scope of services

Revised and helped publish several business plans – VNA, Breast Health

Served as liaison to the Certificate of Need board of review

2000-2005

Information Services Analyst/Client Manager

Yankee Alliance

Andover, MA

Served as sole representative on software for 34 member organizations which allowed me to interact with all levels of management

Completed customer service requests in a timely fashion thus reducing expenses

Strategized with clientele on new business opportunities and assisted in forming business plans

Identified cost saving opportunities for clientele and presented findings to management; PILOT program helped identify areas of potential savings based on historical inputs and maximization of program benefits

Presented sophisticated model of cost savings at a national conference

Contract negotiation/review for new vendor agreement

1996-2000

Planning Intern/Associate/Analyst

Winchester Hospital

Winchester, MA

Conducted thorough business strategy analyses and market share profiles for senior management to help identify areas of strength/needed improvement;

Prepared a monthly Financial Trend Report highlighting key hospital statistics;

Published a new physician directory;

Strategized and authored business plans for numerous physician practices and a home care program

Demonstrated increased penetration into surrounding communities using data provided by physicians/home care

Served as departmental liaison to Information Services to cross educate departments

Contract negotiation/review for new vendor agreement

EDUCATION:

Masters of Business Administration, Western New England College Springfield, MA – 1996-1998

COMMUNITY EFFORTS:

Youth Athletic Coach; baseball, football, soccer

Cubmaster – leadership/management role for Pack of 70 boys and families; responsible for meetings and event planning as well as nurturing of tomorrow’s leaders

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