Customer Service Manager

Trisha Tashjian

STRATEGIC INITIATIVE CONSULTANT - PLANNED PARENTHOOD OF SEPA

Mont Clare, PA 19453

******.********@*****.*** - 610-***-****

Demonstrated leader with over 17 years management experience. Transparent communicator with project management experience. Results-oriented and decisive. Self-starter who multi-tasks effectively. Skilled at personnel management with proven staff development and team building results. Adept at developing and maintaining positive relationships with customers, clients, students, community and board members and colleagues. Strong business acumen with budget creation and oversight experience. Focused on efficient productivity and operational systems using metrics and data to drive decisions. Ethical, multifaceted management style.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

WORK EXPERIENCE

Strategic Initiative Consultant

PLANNED PARENTHOOD OF SEPA - Philadelphia, PA -

2017-11 - Present

STRATEGIC INITIATIVE CONSULTANT

PLANNED PARENTHOOD OF SEPA -

2017 - Present

Lead projects as the project manager for various strategic initiatives across the organization

• Create proposals, operational plans and recommendation reports to include cost benefit analysis, analytics, scheduled outcomes and implementation planning and tasking for multiple audiences. LAB Migration Initiative

• Design interdepartmental Lab Migration plan for the organization

• Develop Lab Migration plan that includes end user engagement and leadership experience

• Research contracts and work with state department of health to implement state programs Research Integration Initiative

• Analyzed and planned efficient integration of Research activities within Health Centers to increase margin and decrease operational overhead

• Created operational plan and recommendations report to executive management for future implementation, training and personnel development to ensure effective shared operational systems and models THROUGHPUT INITIATIVE PROJECT MANAGER

PLANNED PARENTHOOD OF SEPA -

2016 - 2017

Planned and implemented the Throughput Initiative for 12 centers that reduced operational expenses annually by $165K and increased revenue annually by $88K

• Created data workbooks for each center showing current financial, productivity and volume data to establish starting point for efficiency improvements implemented with the project

• Designed new appointment templates and staffing models to increase patient access, reduce overhead and maximize resources

• Created custom operations plan for each center using data, staff input, and team-centered patient care components

• Developed audit tools and metrics for staff accountability

• Prepared capacity and staffing calculator for future budget creation

• Evaluated results and planned additional supports and coaching for each center as needed

• Maintained transparency throughout the project with executive management and staff

• Achieved 4% improvement in total visit productivity, 4% improvement in volume and 20% reduction in total visit cycle time

• Prepared cost savings proposals for staffing and operational efficiencies DIRECTOR OF CENTER OPERATIONS

PLANNED PARENTHOOD OF SEPA -

2011 - 2015

Provided department oversight of 15M budget, operational management, productivity effectiveness activities

• Budget creation for 15 centers

• Directly supervised 13 center managers and 4 floater staff

• Participated in strategic and tactical planning for the department including staffing changes

• Analyzed data and developed metric for departmental reporting and performance evaluations

• Created and presented operational proposals to board members and executive management

• Planned and led expansion and contraction initiatives for the department

• Coordinated emergency staffing for all centers

• Project managed system and operational programs including center mergers and closures CENTER MANAGER

PLANNED PARENTHOOD OF SEPA -

2007 - 2011

Managed clinical and non-clinical staff for multiple reproductive health centers

• Improved operational efficiencies by implementing systems for financial effectiveness and quality management

• Performed outreach to area colleges and to Montgomery County Department of Health

• Led trainings and workshops for community based programs BUILDING SUBSTITUTE TEACHER/PER DIEM SUBSTITUTE TEACHER COLONIAL SCHOOL DISTRICT - Plymouth Meeting, PA -

2004 - 2007

• Created and followed lesson plans for student learning

• Maintained effective classroom management

Customer Service Manager

DAIMLER CHRYSLER FINANCIAL SERVICES - Horsham, PA - 2000-08 - 2002-08

CUSTOMER SERVICE MANAGER

DAIMLER CHRYSLER FINANCIAL SERVICES -

2000 - 2002

Managed inbound/outbound call center with responsibilities in loss prevention, title/record reconciliation and maintenance, credit counseling and customer service

• Developed and facilitated employee training programs

• Created mentoring and motivational strategies for staff

• Coordinated and supervised efforts of 9 team supervisors and their workforce

• Responsible for professional development, hiring and quarterly assessments RETAIL CREDIT ANALYST

DAIMLER CHRYSLER FINANCIAL SERVICES -

1998 - 2000

Responsible for maintaining positive relations with Dealership Financial Managers when lending credit while maintaining appropriate loss to liquidation ratios for the company

• Audited dealerships to reconcile cars to sales receipts TEAM LEADER

DAIMLER CHRYSLER FINANCIAL SERVICES -

1996 - 1998

Supervised several teams in loss prevention and customer service

• Maintained positive team culture and productivity

• Provided conflict resolution for customers and team members EDUCATION

CERTIFICATION in Graduate work

WEST CHESTER UNIVERSITY - West Chester, PA

2002 - 2006

BACHELORS OF ARTS in HISTORY

ALVERNIA COLLEGE - Reading, PA

1990 - 1995

SKILLS

Microsoft Office, MS Project

GROUPS

Volunteer

2017-09 - Present

Volunteer services at soup kitchen and food pantry at St. Peter's Church Volunteer

2016-01 - Present

Volunteer at Spring-Ford School District

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