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Customer Service Supply Chain

Springfield, Massachusetts, United States
January 12, 2018

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Karen Walsh

Manager, Training - AECOM

Derry, NH 03038


Work Experience

Manager, Training


January 2017 to Present

• Responsible for the development and presentation of the Operations training materials

• Conduct follow-up training and refresher courses

• Develop and update training materials, coordinating material content with the Operations Management staff

• Responsible for the delivery of 2 week New Hire Training materials and refresher classes for Operations staff and NHDOT Staff

• Conduct training classes, one-on-one training sessions, monitoring, motivating, coaching, counseling and problem solving

• Worked collaboratively with QA/QC Manager to identify areas of improvement and trainings needs as they arise

• Responsible for New Employee Orientation/On-boarding

• Responsible for content material in all Customer Service Quick Reference Guides Director, Talent Acquistion/Customer Service and Training Focus Care, Inc

April 2015 to September 2016

• Oversaw full Recruitement Cycle for all Clinical Staff

• Implemented Policies and Procedures for Recruitment Team

• Responsible for Training and Onboarding of all new Clinical Staff

• Responsible for Project Management for all new systems

• Overall Responsiblity for achieving Departmental wide Customer Service Excellence

• Developed and executed Recruitment Strategies

• Developed On-Boarding Program

• Implemented Customer Service Procedures

Training Manager/PHS Travel Services Manager, Materials Management Partners HealthCare System, Inc

March 2008 to October 2014

• Developed and oversaw system wide company and local entity based training curriculums

• Responsible for networking with all Partners Healthcare entities to identify and implement supply chain training opportunities.

• Worded with Leadership team to identify strategic training, and synergy with other departments to continually improve overall experience with company call in client services center

• Developed/implemented and oversaw On-Boarding Program for all new employees

• Worked closely with Client Services Corporate Manager to develop and implement customer service and script training for all new Customer Service staff

• Established written guidelines and concepts for training and education

• Provided on-going education and training using all available methods including written training materials, announcements, intranet and other on-line support

• Continually made efforts to improve the overall education and training goals of Partners Healthcare Supply Chain, utilizing all available resources to ensure a quality education and training program that fulfilled training requirements

• Served as training subject matter expert to entity training participants

• Worked with all entity Senior Leadership for cross departmental training of new employees

• Responsible for analytic reporting of Customer Service satisfaction surveys

• Responsible for resolution of all service recovery issues

• Oversaw day-to-day relationship of Partners Healthcare approved travel vendors

• Worked with Contracts Department regarding travel related vendor contracts

• Manages Partners Healthcare Preferred Hotel Program

• Responsible for updating and maintaining Partners Healthcare Systems Employee Reimbursement Policy changes and training for 70,000+ employees regarding changes and implementation

• Responsible for service recovery via the escalation protocol

• Communicated with all Senior Leadership throughout all the Partners Healthcare entities relating to policy issues and special approval issues

• Worked with Senior Leadership throughout all Partners Healthcare entities regarding special handling items

• Continually worked to promote Service Excellence

• Cooperates and communicates in an effective professional manner

• Worked with all Partners Healthcare Development offices as liaison between Development and Supply Chain

• Worked closely with Partners Healthcare Corporate Offices regarding Supply Chain issues

• Met with new internal customers as well as existing customers as needed to ensure compliance with Policies and Procedures

• Assisted Supply Chain Senior Leadership troubleshooting operational issues

• Worked with Senior Supply Chain Leadership to contribute to the development and implementation of departmental policies and procedures

• Performed other job duties as assigned by the MM Transactional Operations Director Selected Contributions:

• Created Customer Service Call Center Training and Scripts

• Created employee Engagement Survey

• Employee Monthly Newsletter development/implementation

• Company-wide Supply chain website project team

Customer Service/ Check Request/Travel Supervisor, Materials Management Partners HealthCare System, Inc

April 2002 to March 2008

• Oversaw day to day work flow of Customer Service/Travel reimbursements and Check Request

• Oversaw day to day operation of Check processing

• Corporate AMEX Administrator

• Company-wide trainer of Accounts Payable policies and procedures

• Work closely with auditing team to insure the proper and timely reimbursement of invoices and reimbursements

• Supervise auditing of Travel and Entertainment Employee Reimbursements

• Work closely with A/P Manager to reconcile accounts at month end

• Enforce Check Request and T&E Policy

• Oversaw timely payment of all invoices to vendors

• Work with Internal Auditors and Finance Controllers to implement and oversee compliance of Accounts Payable policies

• Train new Accounts Payable staff

• Oversaw large volume call in center for Partners Healthcare Customer Service

• Oversaw a staff of 13

Accounts Payable Supervisor

Cambridge Technology Partners

1999 to 2002

Accounts Payable Lead (1997-1999)

• Oversaw day to day work flow of employee reimbursements

• Worked with Travel Supervisor to implement T&E Policy

• Researched and Resolved Customer Service Issues

• Processed daily Check Run

• Corporate AMEX administrator

• Worked with internal auditors to identify reports that were out of company policy

• Worked with Internal Auditors to streamline internal audit form

• Responsible for timely payment of vendor invoices

• Responsible for distributing Accounts Payable mail

• Research vendor complaints

• Training of all A/P temps

• Responsible for coordinating weekly team meetings Education

CCMS Customer Service Call in Center


Microsoft Office Suite, Call Center IVR System, (10+ years)

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