Customer Service Manager

FRAN McLAIN

Houston, Texas 713-***-**** fran.mclain5@gmail .com

CAN-DO PROFESSIONAL

I am a self-motivated and detail-oriented professional known for my positive, can-do attitude and the ability to streamline processes to reach maximum productivity. I have a wide range of experience managing people and processes, often operating under intense deadlines and changing demands. I am adept at motivating teams, even in extreme situations, and working across departments to accomplish tasks. I have a high degree of integrity, an outstanding work ethic, and the ability to manage change with ease. I am equally comfortable in a team environment or working on my own.

SKILLS & STRENGTHS

Ability to maintain focus in a fast-paced environment with a natural talent to turn general directions and concepts into completed projects – within deadlines and budgets.

Strong attention to detail, with excellent analytical, problem solving, organizational and time management skills; self-motivated with confident decision-making abilities.

Excellent verbal and written communication skills, customer service, and interpersonal skills.

Ability to identify training and mentoring needs, coupled with the developmental and communication skills to design and provide training.

Proficient with all Microsoft Office applications.

PROFESSIONAL EXPERIENCE

CIOX Health, Houston, Texas August 2016 - August 2017 Manager of Operations

Managed the day-to-day operations of the Houston HSC Release of Information Team, responsible for the ROI of 17 different hospitals, enforcing HIPPAA and ROI regulations

Ensure strict adherence to policies and procedures.

Responsible for hiring, coaching, and evaluating a team of 45 associates.

Monitored customer satisfaction by reviewing and responding to patient and client complaints, implementing process changes when needed.

Made efficiency changes to the workflow which double the individual productivity of the team.

Provided constant feedback to associates to provide them with the tools to be successful.

Point of contact for the HIMD/RHIMD to resolve issues and address concerns.

The Marker Group, Houston, Texas

Project Administration Manager July 2014 - April 2016

Managed the day-to-day operations of a national medical records & analysis company. I was responsible for 130 staff members across four different departments.

Coordinated the allocation of staff among teams to align the workload and ensure timely processing.

Worked closely with IT to develop a database that increased production and reduced quality control error-correction time.

Developed and maintained procedures to ensure requests were completed within the client's time requirements.

Implemented a new record retention process resulting in easy document retrieval and reduced offsite storage expense.

Created a strong and positive team environment that crossed functional lines, encouraging teamwork and cross training.

Money Management International, Sugar Land, Texas

Manager of Document Management October 2003 - May 2014

Managed the day-to day operations of the Document Imaging and Fulfillment department of the nation’s largest debt management company

Developed and maintained proper controls to ensure inbound and outbound documents were processed within expected performance standards; implemented user-friendly and reportable document repository and retrieval system.

Successfully managed all aspects of document imaging and storage, including the preparation, imaging, and storage of internal confidential documents, employee files, benefit and payroll records in addition to company contracts and leases.

Maintained a secure environment resulting in no security breaches for my entire tenure.

Working with Security, Risk Management, and Compliance, I developed policies and procedures to maintain a high level of security.

Implemented a staff reduction of 50% while maintaining quality customer service and continuing to achieve the expected performance standards.

Disaster Recovery Coordinator for the division. Worked with Credit Risk Management to update and maintain a Disaster Recovery Plan.

EDUCATION

Diploma, Sachem High School, Lake Ronkonkoma, New York

PROFESSIONAL DEVELOPMENT CLASSES

Essential Skills of Leadership

Communicating for results

Coaching for Improved Performance

Team Building

Management Development Process

Delivering Exceptional Customer Service

Six Sigma

Diversity Training

HIPAA Training

Understanding the Family & Medical Leave Act/Human Resources Managers Guide

Disaster Recovery Business Needs

Release of information - what to release

Health Information Management (HIM)

Harassment in the work place.

Medicaid False Clams - what to look for

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