Customer Service Supply Chain
Resume:
Karen Walsh
Manager, Training - AECOM
Derry, NH 03038
**********@******.***
Work Experience
Manager, Training
AECOM
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
Skills
Microsoft Office Suite, Call Center IVR System, (10+ years)
Contact this candidate