Customer Service Manager

KAREN R. LADING *******@*****.***

**** ********* **** ** *****, CA 91750 909-***-****

Utilizing strengths in diverse industries, I control costs, optimize productivity, streamline financials and deliver exceptional customer service

Restructure financials to improve accuracy and profitability

Ensure local, state and federal regulatory compliance

Recruit and train high-performance employees

Deliver process improvements that improve productivity

SELECTED ACCOMPLISHMENTS

Bring new locations and personnel online. Stris & Maher LLP, a boutique law firm began its brick existence in 2007, with a staff of four attorneys and two staff. Employed best practices, skill and knowledge of state and local regulatory requirements, Facilities Management, Human Resources Management, insurance requirements, establish guidelines and overseeing Accounts Receivable/Accounts Payable to aid in the successful growth to 14 attorneys, and eight staff.

Improved cash flow. Advanced Dermatology utilized software to improve tracking and revenue for three companies that were underperforming. Hired data entry clerk and established Key Performance Indicators, changing formats for each department. Improved income collection by 58%, from $927K to $1.2M annually.

Increased productivity. American President Lines third shift costs were high with low productivity. Assumed lead of shift and established new goals. Developed relationships with International Long Shore and Warehouseman Unions, reducing costs. Increased productivity 200% and saved approximately $3.8M annually within three months.

Eliminated penalties. Chubb Insurance had payable backlog, resulting in compounded penalties of 10% for late payments of approximately $650K. Hired temporary customer service reps to address payouts. Eliminated penalties for the first month and reduced projected sanctions by one-third within first three weeks. Saved $435K.

Streamlined internal accounting system. American President Lines accounting department was riddled with errors. Trained all accounting personnel responsible for billing, and authored manual with point-by-point instructions. Delivered on-time billing, eliminating mistakes. Saved $122K in man-hours, within one week.

CAREER HISTORY

Director of Operations, Stris & Maher LLP, Los Angeles, CA 2015 to Present

Manage and oversee all administration and operations functions for a Law Partnership with offices in Los Angeles, Dallas, Tallahassee, Vermont and New York City

Oversee payroll, purchasing, real estate assets, monitor revenue margins and accounts receivable. Responsible for HIPAA risks management

Manage a $21M budget and 5 staff

Director of Operations, Advanced Dermatology & Cosmetic Care, Valencia, CA 2013 to 2015

Led all administration and operations for a privately held Dermatology and Oncology practice comprised of three companies

Responsible for the front office and back office, billing, collections, surgery center and cosmetics

Ensured state and federal compliance as well as OSHA, Hazmat, CLIA, JCAHO and CMS requirements

Managed $7M budget and 15 staff

Superintendent II, American President Lines / Eagle Marine Services,

San Pedro, CA 2006 to 2013

Directly managed and supervised Union Labor in all aspects of vessel / cargo operations for the Marine Vessel Operations division

Planned and executed operations for safety, efficiency and profitability

Held $18.5M budget responsibility and managed team of 5

Operations Manager, Chubb Insurance Group, Los Angeles, CA 2003 to 2006

Supervised 33 Customer Service Representatives, provided assistance to Workers Compensation, Casualty, Specialty and Property Claims staff. Liaised with internal and external customers.

Oversaw AR / AP and monitored and provided analysis for budgets

Operations Manager, Southern Building Maintenance, Los Angeles, CA 2002 to 2003

Supervised Payroll, AR and HR key personnel

Oversaw $12M budget, cost analysis and 4 direct reports

Workers’ Compensation Fraud Analyst (Contractor), US Postal Inspection Service

Los Angeles, CA 2001 to 2002

Investigate instances of impropriety

Conduct investigative interviews

Conduct surveillance of postal employees suspected of committing fraud

Extensive report writing and travel

Assistant Store Manager (Internship), Home Depot Westminster, CA 2000 to 2001

Manage and Oversee Plumbing, Electrical and Building Materials Departments

Supervise, schedule, evaluate, hire and train store associates

Order and manage stock, evaluate sales and department productivity

Various Roles with United States Air Force 1980 to 2000

Operations Manager – Los Angeles, CA Jul 1995 – Feb 2000

Data Gathering, Statistical Analysis, Database Management, and Technical Reports.

Performed Market and Production Analysis and Assessment.

Supervision and Training

Recruiter – San Bernardino, CA Sep 1991 – Jul 1995

Recruit Health Professionals, Pilots and Engineers for the US Air Force.

Sourced qualified applicants; performed Interviews, screened and Tested, credentials evaluation, and background investigations.

Human Resources Generalist Duties included, job offers, benefits, and compensation.

Winner of several ‘Top Recruiter’ awards.

Management Engineering Analyst – Riverside, CA Aug 1985 – Sep 1991

Managed and performed Manpower Management Activities, including Manpower Determinant Methods and Processes, Workload Measurement and Man-hour Assessment.

Duties included Workload Measurement, Manpower Standards Development, and use of Industrial Engineering Tools for Productivity Assessment and Enhancement.

Performed Statistical Analysis, Computer Operations, Technical Report Writing and Public Speaking.

Was the March Air Force Base (California), Productivity Principal.

Research Analyst – San Antonio, TX Feb 1980 – Jul 1985

Conducted Research and Development in Radiation Sciences, Pharmacology, and Laser Effects

Researched Project Design. Performed Statistical Analysis, Technical Report Writing, and Publishing.

Designed and Procured Research Equipment

Budget Management

EDUCATION AND CERTIFICATION

Bachelors of Science in Industrial Engineering Technology from Southern Illinois University

Certificate in Management & Systems Administration from Villanova University

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