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Customer Service Manager

Billings, MT
September 25, 2018

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MICHELLE PARIS C: 406-***-****


Supervisory and administrative professional skilled in building teams, communication, making critical decisions, working under pressure, multitasking, and the ability to work independently.


• Strong communication and follow-up.

• Task prioritization.

• Organization.

• Collaboration

• Team building.


Quest Diagnostics Billings, Montana

12/1988 - 02/2018

Quest Diagnostics Billings, Montana

Patient Services Supervisor, Montana

11/2009 - 02/2018

My responsibilities included:

• Payroll: approving and signing off time cards electronically. Performing payroll edits for missing punches by collecting edit sheets from employees. Payroll was completed every week within the required time frame.

• Reviewing and approving invoices for payment.

• Meeting fiscal responsibilities. This included implementation of cost containment programs, management of overtime, and participation in standardization initiatives and needs assessment for capital expenditures

• Rolling out continually changing policies and procedures and ensuring employee engagement. My employee engagement score for 2017 was 85%. This score is considered high performing.

• Training, coaching, supervision, development of staff, scheduling, facility management and logistics.

• Conducting productive meetings to work out conflict among employees and create a respectful working environment.

• Assuring employee adherence to Compliance policies.

• Challenging my team to meet company goals that were measured on a monthly scorecard.

• Problem resolution.

• Providing friendly and effective customer service.

• Developing performance improvement plans and recognizing good performance..

• Recruiting, interviewing, selecting and hiring new employees.

• Managing a staff of 15 employees in Montana and Wyoming.

• Monitoring on-going performance of employees; providing corrective action and counseling.

• Performing mid-year and annual performance appraisals.

• Collaborating with the sales department to build client relationships.

• Working with all departments to onboard new clients and maintain existing clients.

Education and Training

Capella University Minneapolis, MN, United States

Bachelor of Science in Business


Specialization in management and leadership.

Billings West High School Billings, MT, United States

High School Diploma



Karrie Brickham, Patient Services Manager, Quest Diagnostics 303-***-****

Paul W. Holley, MD, Medical Director, 406-***-****

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