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Customer Service Manager

Macedonia, Ohio, United States
January 17, 2018

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**** ******* ****, ********* *******, OH 44118 H: 216-***-**** C: 216-***-****

Innovative Customer Service Manager / Specialist with background in providing advice on diverse customer situations and also effectively executes process changes to improve operational efficiency. Meticulous attention to detail


Focused on customer satisfaction


Skilled multi-tasker

Client relations specialist

Team management

Conflict resolution techniques

01/2017 to Current FNOL Claims Processor

Catastrophe Management Solutions - Hudson, Ohio

Receiving first notice of loss inbound calls

Making initial contact calls and follow-up calls to Insureds Tracking claims process and compliance

Researching prior losses

Notifying and updating agents

Monitoring faxes and e-faxes for proper distribution 06/2016 to 01/2017 Insurance Service Repersentative Nationall General Insurance - Cleveland, Ohio

Modify policies at loan level by following established guidelines and utilizing internal tracking system to update information as required and contribute to routine documentation processing workflows.

Resolve information gaps by contacting carriers and agencies as required gathering policy information and other missing data and updating systems and records as appropriate.

Communicate with lenders by answering inbound service calls and researching within loan database to extract required information and provide comprehensive, timely responses to inquiries and requests. Meet auditing requirements by accurately entering data and maintaining data integrity in loan tracking applications to minimize risk and uphold internal standards.

Complete high volume of data entry by quickly and accurately processing loan-related task queues to meet productivity and quality requirements. 12/2016 to 01/2017 Kellison and Company

Medical Billing Specialist - Warrensville Heights, Ohio All aspects of medical billing including coding, charge entry, transmission, correction and resubmission as required.

Posting of payments including patient/mail and ERA. Established guidelines for proper coding/billing for providers.

Worked hand in hand with front office staff to ensure that the proper information was received for claims processing.

Oversaw and ran necessary reports to ensure that all statuses were worked in a timely manner and helped in any capacity necessary. Maintained and updated all files including insurance companies, diagnosis, procedure, fees/profiles.

Ran, processed and ensured accuracy of patient statements on a bi-monthly basis.

Worked collections which included mailing of correspondence, working with patients to establish promissory notes for payment and if necessary forwarded accounts to collection agency.

05/2010 to 10/2015 Telesales Representative, Verifier, Lead QA Specialist, Team Lead, Quality Assurance Supervisor

SP DATA LLC - Cleveland, Ohio

As a Telesales Representative, I was responsible for contacting residential customers and inform them of current energy plans being offered by the vendor, and persuade them to switch from their current utilities providers to a competitive retailer.

As a Verifier, I was responsible for conducting product confirmation and go over all regulatory requirements with the customer to ensure they understand what is being offered, and verify customer information.

As the Lead QA Specialist, I was responsible for conducting audits of all sales calls to ensure they are compliant, accurate, and professional. Research and analyze monthly audit reports in an automated system. Attend bi-weekly calibration session with the client to review calls that are submitted and any discuss any issues concerning quality and compliance. Provided both internal and external customer advice and/or explanation of rules, regulations and procedures.

As a Team Lead, I am responsible for ensuring that the team achieves their sale goals daily. I also conduct individual coaching sessions weekly to address areas needing improvement and ways to correct these areas of deficiencies. As the Quality Assurance Supervisor, I am responsible for ensuring that my team meets their monitoring goals as well as ensuring that we are protecting the company from any potential litigation that may result from agents providing inaccurate information or negatively portrays the organizations code of ethics. Ensured that their goals where established and reviewed and updated monthly. 04/2005 to 06/2009 Reservation Agent / Team Lead

Marriott International - Solon, Ohio

I am responsible for processing all reservation requests, changes, and cancelations received by phone, fax, or mail.

Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate.

Explain guarantee, special rate, and cancelation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. As a Team Lead, I am responsible for a group of 25 agents, ensuring that the team achieves the sale quotas for the day.


I also would follow up on reservations that require a manager over ride. As the Team Lead I would also be responsible for scheduling and monitoring the agent\'s calls for accuracy.

Telesales Representative, Scheduler

Masters Business Administration 12/2014

Business Administration

University of Phoenix - Beachwood, Ohio

Bachelor of Science 09/2012


University of Phoenix - Beachwood, Ohio

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