Customer Service Manager
Resume:
Trennette Parker
Call center Manager, in a healthcare environment.
Houston, TX 77082
***********@*****.***
Motivated, result-driven, customer focused professional, highly skilled at relationship development, extensive supervisory experience in developing and implementing outstanding healthcare call center environments, interpersonal communication skills and a proven ability to work with challenging situations and deadlines. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Pre Planning Advisor
Dignity Memorial - Houston, TX
July 2015 to Present
Sell pre planned funeral and cemetery needs. Attend seminars to provide in depth information to perspective clients.Make calls to existing and new clients. Make home vists to follow up with after care visits. Perform file review to assure families needs are met.
Call Center Manager
Vangent - Houston, TX
September 2013 to June 2014
Manage a team of 12-15 Supervisors in a Healthcare call- center environment. Prioritize, and monitor daily activities to ensure compliance deadlines are met. Train new supervisors on systems used daily for attendance and HR guidelines.
• Collaborate with other managers to meet financial and service levels goals including supporting development monitoring and volume forecast.
• Analyzefinancialperformance and assist with implementation of department's financial objectives, supporting proposals and contract initiatives.
• Enforce program standards such as quality control and security, and preform risk management and vulnerability studies.
• Lead project efforts to identify, analyze, and implement efficiencies that contribute to increased productivity.
• Lead or coordinate task order and contract modification proposal preparation. Review, approve and sign timesheets as necessary.
• Manage subcontractors and relationships with partners and vendors to reduce the occurrence of problems and to quickly resolve any problems encountered.
Credentialing Coordinator
Ranstad - Houston, TX
June 2012 to September 2013
Verification of doctor's and provider's current credentialing profile for practice and participation in state Medicaid program.
• Assist in updating and the completion of filling systems for personnel records in accordance with policies and procedures.
• Utilizing the HR system and inputting any employee/providers information and updates when hired or post hiring
• Conduct weekly and monthly incentive meetings, as well as implement roll-out plan for credentialing procedures and guidelines, while interacting directly with doctors and their faculty to ensure licensure deadlines, renewals and compliance are met. Residential Mentor
Spherion - Houston, TX
February 2009 to June 2012
Attend to daily activities for the women and their children. Monitor activity and daily duties required to remain within the facility. One on one directive, to assist with transitioning to permanent housing, by interviewing perspective clients to ensure safety rule are followed.
• Arrange meetings with authorities to follow up with case. Create spreadsheets required for duties via Excel.Mentor battered or abused homeless women for the HAWC.
Revenue Manager
AT&T - Houston, TX
February 1999 to November 2005
Ensured all target market segments are developed for the long term benefits of the business. Monitored in systematical formats, the pick up- patters and lead time business trends.
• Ensure all daily, weekly, monthly revenue manage reports are up to date and are completed in accordance with standardized company procedures. Work with the Group Revenue Manager in order to ensure that maximum benefit is obtained from all Electronic Distribution Systems.
• Work with the team to promote internal sales and up selling of all Revenue Management Teams. Education
Business Management
University of Phoenix - Houston, TX
July 2000
Awards
Outstanding customer service
March 2016
I have received of 50 personal accommodations for exceeding expectations and outstanding customer service. Additional Information
Skills
• Outlook, Dropbox
• Microsoft Word, WordPerfect, Excel, Sharepoint
• PeopleSoft
• AVYA
• Avoke
• RTA
• Lynx
• WAM
• ETS
• Deltek
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