Customer Service Manager

****J Moonshine Hollow, Laurel, MD ***** 443-***-**** *********@*****.***

Paula Barrow

Objective

To expand new horizons and fulfill the goals set by the company through diligence, integrity and dynamic marketing strategies. My progressive experience and flawless task execution will improve customer satisfaction as well as enhance company productivity. With my great sense of obligation blended with determination and hard work I will heighten the company’s reputation.

Experience

Promotion

05/12/2016-Present

Corporate Rentals

Savage, MD

Customer Service Manager

Improve overall customer service experience

Take ownership of customer issues and follow problems through to resolution

Develop and implement service procedures, policies and standards for the department

Mentor and develop customer service team and nurture an environment where they can excel

Evaluate and performance manage staff

Plan, prioritise and delegate work tasks to ensure proper functioning of the department

Work closely with the operations manager overseeing driver and warehouse staff daily schedules

Attend client meetings to promote company products and services

Identify and address staff training and coaching needs

09/22/2014-05/11/2016

Corporate Rentals

Savage, MD

Customer Service Specialist

Provided excellent customer service for clients that have been temporary displaced due to a tragic circumstance

Assisted insurance and corporate housing clients with rental furniture needs

Entered contracts in RCMS accounting software for new rental furniture leases

Created new client proposals using Microsoft Word and PowerPoint

Maintained an excel spreadsheet of daily transactions

Contacted customer with issues requiring service or furniture replacement

Worked closely with drivers to route daily delivery and pick up schedules considering location, time obligations and number of furniture pieces involved

08/24/12-03/21/14

Global Medical

Jessup, MD

Customer Service/Sales Support Lead

Provided exceptional customer service and technical support for hospice nurses and ailing patients.

Entered order for DME equipment via telephone, Email, Stateserve and Hospice Link portals.

Provided hospice nurses, LTC, acute and sub-acute staff with recommendations for DME equipment based on patient specific needs.

Conducted follow calls to hospice patients to ensure that DME equipment was delivered on time and functioning properly.

Properly screened medicare, medicaid and private pay patients to offer accurate list of covered services and equipment.

05/15/06-7/11/12

Novasom Inc.

Glen Burnie, MD

Customer Service/Sales Support Lead

Scheduled and prepared sleep study participants for their testing via telephone.

Verified participants insurance and provided co-pay and co-insurance information.

Worked closely with physicians and their staff to obtain ICD-9 codes as required by the participants insurance company.

Completed follow calls to ensure testing was successful and answer any questions or concerns that the sleep study participant may have.

Competed daily reports including number of participants scheduled for and number of those who had completed testing.

Education

1990-1994

East Hartford High

East Hartford, CT

High School Diploma

English

Business

1994-1996 Manchester Community College Manchester, CT

Business Management

References

Available upon Request.

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