Manager Customer Service

Brian R Wilson

Experienced Multifaceted Transportation Specialist

Objective

Experienced multifaceted transportation specialist combining outstanding customer service, unmatched multitasking skills, extensive experience with protected information safety and proven ability provide the ultimate customer experience, seeks to join a one of a kind organization that will allow me to leverage my experience and academic background affording me the opportunity to become a valued member of a goal-oriented team.

Skill Summary

Customer Support

Call Center Management

Policy Development

Conflict Resolution

Patient Transportation

Staff Development and Supervision

Emergency Vehicle Operations Training (EVOC)

Scheduling

Training QA\QI

Human Resource

HIPAA

Seasoned transportation professional with over 25 years’ experience providing safe and secure medical transportation and flawless patient care. Accomplished emergent call center supervisor and training officer. Skilled in various aspects of corporate management, patient and staff scheduling, inventory control, human resources and information technology support and repair.

Experience

Woods Ambulance: Garner MA

MIS, Dispatch Supervisor, Training, Inventory Control and Scheduling Supervisor (2004-2016)

Monitored all aspects of the 24-7 IT infrastructure of an emergent and non-emergent 911 ambulance company. Resulting in 99.8% uptime with 0% security breach over a seven-year period.

Developed various good practice protocols involving the safeguarding of (HIPAA) protected patient information. Trained all new personnel on IT protocols, safe usage practices, call center operations and patient transportation.

Managed emergent call center operations (50,000 calls annually), including software solutions, customer service and emergency operations and communications, staffing, budget, purchasing, annual reviews and training.

Developed and implemented QA\QI program resulting in a 40% decrease in documentation errors while increasing productivity and safe IT related practices by 50%

Scheduling of 60+ employee’s. Facilitated transportation needs of various facilities resulting in the transport of over 50,000 emergent and non-emergent patients annually.

Pathways Ambulance: Milford MA

General Manager, MIS, Marketing Manager (1995-2004)

Managed day to day operation of mid-sized private ambulance company.

Developed and maintained successful inventory control system through enhanced documentation and increased employee accountability. Initiated a purchasing and inventory plan that led to a $50,000 annual savings.

State and Local compliance manager, Customer liaison, HR, Contracts, Budget and annual cost projection.

Education

Daytona State College

Daytona Beach, Florida

Currently completing my B.S. in Information Technology with emphasis on Cyber Security\ Cyberforensics

Mount Wachusett Community College

Gardner, Ma

A.S. Computer Information Systems. Relevant coursework in computer repair, networking, IT security, Microsoft OS, and various software solutions. Graduated with High Honors 3.8\4.0 GPA. Phi Theta Kappa Honor Society

IT Customer Support Certificate: 2009

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